ON going disputes - being billed for services i never had

Good day,

It’s with great frustration that I’m typing this mail. Hopefully it will get to someone that would be able to assist as the service and level of service if had this far from supersonic is beyond government level. In other words its worse that services from government.

Attached is all the mails in regards with services from Supersonic.

I am not going to go through all the details again as everything is captured in the mails attached.

In short: When the 1st equipment was installed problems with the internet being on and off. The Technician that installed the system said there is issues and he could not soth the installation out. I Advised that they need to come and fetch their stuff and I will find a new service provider. This after numerous calls to the call center and technical departments (all details is captured in the mails attached). I was called by Vanessa who advised that she will send me another router with a new sim and I will test that. She advised if its still not working I won’t pay anything and all services will be cancelled. (clearly that was ever done as im here typing this mail.)

To start off off, I thing a zero start would be perfect. The service level of supersonic is beyond pathetic. Ever since the installation the system is on and offline constantly. below is the mail that was sent on the 07/12/2022. No feedback or even an update have been received up until today 05/01/2023. Instead they send out a tech that couldn't resolve the issue and the they send me a mail to pay my account? Pay for what? I prefer that just come and remove everything as it haven't been working since day one and i will not pay. 1. To Start off with, the installation was done on Thursday 1 December, It was still not online after i spoke to numerous people at the call center. 2. I called on Friday and the gentlemen advised me that he can’t access a router and the quickest way to get this resolved is to plug in a Laptop with a cable to get access to the router and they will direct me to get this resolved. I had to get back to work as me laptop was at work. The gentlemen asked me what time will I be at home and he will schedule for somebody to call me at 19:00. That call never happened. I had to get the technician back to the premises on Friday afternoon after I got back at work and he went out to the premises and got it online, with a bit to no internet at times at all times for Friday evening. 3. On Saturday afternoon when i got back home I saw there was still issues with the internet, I called the call center again to report the issue again, The gentlemen i spoke to advised that he could see there was an issue and had to open a ticket marked as urgent. 4. On Sunday I called in Frustrated and advised that I would like to cancel the services as I just don’t have any internet. The lady I spoke to advised me that I need to go online to submit the cancelation which I did.

5. Today is Wednesday and still had no call from anyone. Not for the cancelation of the services not for the lack of internet. How is this fair to expect me to pay for something I can’t use? That is the reason for my cancelation. Ever since the installation I had issues with the internet

Now as a service provider all calls should be recorded and YOU WILL NEED to listen to those calls to have a full understanding of my problems, and im sure you can access and pull all those calls made by me and receieved from you office on my number ***.

Yesterday I received a a SMS with the following: Dear customer Urgent notification! Your Supersonic account has been cancelled. This is your final notice for payment to be made on your outstanding balance. Failure to make payment by 20 November 2023 will result in your account being handed over to external collection agency. You can pay your account via our self-service portal: https://clientzone.supersonic.co.za If payment has been made, or if you need further assistance, contact us on ***ca The Supersonic Team

Quite clearly im not happy about this, how can I pay for something for a service that supersonic could not deliver. So far so that I had to get IPSA involved and quite frankly im going to approach them again and advised that this issue came up yet again.

at one stage the following was advised by supersonic: "Please note that the client was contacted by our Retentions Department and in an effort to retain the client, an agreement has been made to offer the client our 5G product for a period of 5 days. Should the client be satisfied with the 5G service and decide to continue with it, we will collect the AirFibre equipment and waiver the clawback costs related to the AirFibre service."

How is this going to be resolved, ones and for all?