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Lauren S

1 reviews | Active since Feb 2016

02 Oct 2023, 16:33

SUPERSONIC DEDUCTING MONEY FROM MY ACCOUNT WITHOUT REASON

I have been a long standing customer of Super Sonic. I recently upgraded from Air Fibre to Fixed Line Fibre, and have been using the same router I had from the Air Fibre which was re-configured by an agent at Supersonic at the time, no new router was ever delivered. Now for the last 2 months Supersonic keeps trying to deduct R2499 from my account which according to the call centre is due to the failure to return the router, which router I AM STILL USING and which was informed to their offices at the time!.

I have logged this complaint before, and now again have another debit order of R2499 submitted against my account. I have been on hold for their offices now for over 25 minutes to log another complaint.

Horrible customer service and no resolve in sight.

0
Replies (3)
Supersonic
Supersonic 's reply02 Oct 2023, 16:46
Official
Dear Lauren, I hope this message finds you well. We deeply appreciate your longstanding support for our business, and we genuinely apologize for the recent inconvenience you've faced with our billing service. Please be assured that we are actively addressing this issue, and one of our agents will be in touch with you shortly to provide detailed information on how the billing matter will be rectified. Your patience and understanding during this process are greatly valued. We sincerely apologize for this experience and are committed to resolving it to your satisfaction. Thank you for your continued trust in our services.
LS
Lauren S's update03 Oct 2023, 08:33
Reviewer Update
Good morning. Please note that I have now been penalized by my bank due to the fact that this amount was deducted from my account without same having been provided for and due to this I am now in a difficult situation with my finances. Please confirm whether this too will be remedied.
Supersonic
Supersonic 's reply03 Oct 2023, 08:42
Official
Good day, thank you for contacting supersonic fibre. We would like to sincerely apologize for the frustration and inconvenience caused in this matter. Kindly note that this will be escalated and dealt with. Our sincere apologies once again. Regards Supersonic Team