Supersonic Debited Incorrectly

I signed up with Supersonic Fibre on 20 April 2026. The sales consultant was extremely friendly, professional, and made the entire signup process smooth and effortless. I was connected by that Friday and everything initially went very well.

Before signing up, I explicitly asked the consultant multiple times how the billing would work. I was clearly informed that April would only be billed on a pro-rata basis and that my first full monthly invoice would only be billed at the end of May. I also confirmed that my debit order date would be the 1st of every month. Based on this explanation, I proceeded with the signup.

Everything was fine until 5 May 2026, when both the April pro-rata amount of R121 and the full May amount of R469 were deducted together. No debit order was processed on the 1st, 2nd, 3rd, or 4th of May, and then suddenly both amounts were deducted at once on the 5th.

I logged a support ticket on the website, but after four days there was still no response. I then contacted the customer support line, where the consultant informed me that because my debit date falls on the 1st of the month instead of the 31st of the previous month, the system automatically billed both the April pro-rata usage and the full May amount together.

What made the experience worse was the way the matter was handled. When I tried to understand the situation and discuss possible solutions, the consultant repeatedly interrupted me, showed very little willingness to assist, and ultimately advised that if I wanted the funds reversed, my service for May would be disconnected. There was no effort made to properly explain the process upfront, no empathy shown, and no attempt to find a customer-friendly solution.

This entire experience has been extremely disappointing. The sales process was excellent, which is why I am still giving 3 stars, but the after-sales support and complaints handling have been very poor.

If you access their website and navigate to FAQ, under billing, the last option explains exactly as when I signed up.

I would appreciate being contacted by someone knowledgeable and empowered to properly address this matter.