Super Shocking Service by Supersonic

I don't think I have ever been this frustrated with an organisation before. I made an application to order a fibre line on the 16th of January 2021. I was kept in the loop on a regular basis as the turn-around time is 7-14 working days. After the 14 days was done, I sent Supersonic Brightened by MTN a WhatsApp text message on the 2nd of February 2021 and their response was; "I've had a look and I see your order is with our fibre operators, I've asked the coordinator managing it to contact SADV for an update and revert back to you by tomorrow with feedback on the order progress". It's safe to say that no feedback was given to me. After what seemed like an eternity, I contacted them again via WhatsAPP on the 25th of February 2021 and I was connected with Sphiwe, an agent from Supersonic Brightened by MTN who said and I quote; "Order was closed due to no respond from you regarding address". I then asked Sphiwe when this correspondence was sent and he said that correspondence was sent to me on the 31st of January 2021 via email to which I rep**** and asked him to forward me proof on an attachment as I had not received any further communication from Supersonic Brightened By MTN. This was at 16:01. There was total silence on the chat. At 16:08, I forwarded him the text I had received on the 2nd of February 2021 stating that it was impossible for them to tell me that my order was closed due to me not responding to an email that was sent to me on the 31st of January 2021 when in fact, I had initiated communication with them two days later and they were due to come back to me with feedback. His response at 20:04 was; "I will pass the message to the coordinator working on your install". I took it upon myself to contact the call centre as there was no way, judging from the silence, I knew Sphiwe would get back to me 4 hours later and I was again informed that my order was closed as I had not responded to Supersonic Brightened By MTN regarding my address. The agent informed me that he will 'pass' the case to the agent working on my order and indeed, an email was sent to me on the 27th of February 2021 where I was asked about my address to which I responded to on the 3rd of March 2021. I received an automated response saying that the email address I had sent my email to was an unattended mailbox. I again, took it upon myself to contact Supersonic Brightened By MTN on the 5th of March 2021 where I was informed that my email with my address was received and will be forwarded to Prudence or Precious (a name I’ve heard from the agents at Supersonic Brightened By MTN over 4 or 5 times) to make contact with me. I decided to call them again on the 10th of March 2021 and the agent advised me that he is escalating this request and gave me a ticket number, CAS-476178-X7C6Z8 and advised me that the case has been escalated. With the amount of time it had taken thus far, I decided to contact Supersonic Brightened By MTN telephonically again today, the 11th of March 2021 and got through to Nasline/Nasreen who told me that a ticket had been opened and that feedback would be given to me. I then decided to ask an interesting question which was; “if I had not called on Wednesday the 10th of March 2021, then what would have been done regarding the call I had made the previous week on Friday the 5th of March?” Her response was; “A note was made and because you called yesterday, it’s now been escalated” In my mind I’m thinking that nothing would have been done had I not made a follow up call on Wednesday the 10th of March 2021 and I asked the same question again. It’s not so much about what she said but it’s how dismissive she was towards me which I think is the straw that broke the camel’s back. She made it seem like she’s doing me a favour and I just need to keep quiet, take my ticket and wait for my turn. I then asked to speak to a team leader and she said there was no one available. How does an organization like Supersonic Brightened By MTN not have a team leader or a senior agent at least, qualified to take an escalation. This has been the most frustrating experience of my life and irks me the most is that I’ve taken the abuse so silently and allowed it to happen to me. What kind of circus show is being run there? It seems like Supersonic Brightened By MTN’s left hand has no idea what the right hand is doing, let alone know that they are on the same body! I am appalled by this service and I’m just wondering whether it’s actually worth going forward with this order. I mean if I’m receiving this kind of ********** service before I become a client, what kind of service when I’m signed up? I am utterly displeased to put it mildly!