Supersonic- Bad customer service!!!!!!!

Almost 5 months ago I took our fibre account with Supersonic, who was very efficient at the beginning. I took out the contract and everything was smooth sailing.

Almost two weeks ago I received an sms from Supersonic saying I’m in arrears for almost R3000 due to non payment. I was shocked and learnt then that supersonic has never debuted my bank account for these last few moths, due to the agent at the inception of the contract never did the mandate debit order authorization. So I received a contract without Supersonic debiting my bank account even though I gave them my bank details and my salary date.

I was fuming but called into the contact centre by which I got through to someone who helped me to put a 6 month payment arrangement plan in place so I can get out of arrears and I have asked the agent a number of times if my line will be cut, he then assured me that it won’t be cut because I’m making an arrangement. He explained to me that someone messed up and sent me the forms for the debit authorization which I completed and returned it to supersonic.

Last week 22 Oct 2020 my line was cut without warning but I was shocked I called into SuperSonic by which my compliant was taken down and I was provided with a case number CAS-230293-Z8J5D1 and all the agents told me they will escalate it to their managers and I will get a call which I never got. When I followed up I was told my case is with the finance department. I feel as a customer I am Not being treated fairly by SuperSonic because. I have asked them to call me back but I must call all the time, nobody can help me I am losing money because I am working from home and need fibre to work.

I have spoken to Zanele, Thabiso and lastly Zama who helped me but the buck stops with their managers I don’t feel the managers are taking accountability and ownership to help customers.

Your customers is important.

The customer service of SuperSonic is unacceptable, I feel hopeless because you can’t help me. If I know this is the service and treatment I will get from supersonic then I would have never done business with them.

As a customer based on my experience I will not recommend anyone to supersonic, bad customer service.