Pathetic Customer Service

I showed interest in a Supersonic deal in March this year. After having problems with the router issued, I was only able to utilize the service from the last weekend of March.

I quickly realized that the plan I opted for was not meeting my needs. After doing more research I decided to cancel my product in the 1st week of April as it’s a month to month service and I have not even been a customer for 30days.

The last week of April I received a confirmation that my cancellation will be processed for 30 April and that I will be billed for the router till it has been received by Supersonic.

On 01 May I realized on the customer portal that my sim and account was still active and that a new data allocation was in effect.

I quickly queried this and advised that my cancellation was acknowledged and that I required the router to be collected. (I even offered to drop the router at the head office and was advised it will not be possible) After numerous follow-up calls and emails, a call agent informed me that my cancellation was never processed. They then processed it and advised that someone will be in contact to collect the router. I cannot understand why after calling more than 3 times it was only identified that the cancellation was not processed.

The router was collected by the courier service, and I called the call centre to confirm when my account will be rectified so I can make payment for the April usage & courier charges.(provided the courier collection reference).

I was advised that an agent will contact me to explain my account situation & acknowledge the receipt of the router.

Supersonic has made no effort to contact me for any reason related to the cancellation. I can only confirm SMS’s and a call from their Finance team to settle my account.

I strongly advise against doing business with Supersonic as they have no proper processes in place to provide feedback and deliver customer service.

This experience proves that doing business with well known and established service is your safest choice.