**Supersonic Failed to Process My LTE Cancellation and Fibre Order – Now I'm Forced to Wait Another Month**

I am extremely disappointed with the level of service I have received from Supersonic.

In May, I contacted Supersonic after moving to a new residence and requested that my LTE service be cancelled and replaced with fibre. During the call, the consultant advised me that there was a one-month cancellation notice period, which I understood and accepted. I was specifically informed that the cancellation process would be initiated immediately and that my fibre order would be placed so that the fibre service could commence in July.

Fast forward to today, and I have discovered that neither of these actions was completed. My LTE service was never cancelled, and no fibre order was ever placed. I have now been told that I need to submit a new cancellation request and wait yet another month before the process can continue. Had the consultant done what they assured me they would do in May, this would not be an issue.

To make matters worse, when I requested that the call recording be reviewed to confirm what was discussed, I was informed that I would need to personally request the recording from the MTN Building on 14th Avenue. I find this response completely unacceptable. Why should a customer be expected to chase down call recordings when Supersonic should be able to access and review its own records as part of resolving a complaint?

Another issue is the billing on my LTE service. When my LTE data is depleted during the month, I purchase additional data bundles and pay for them immediately. Despite paying upfront for these add-ons, I am still billed my normal monthly subscription at month-end. This means I am continuously paying extra to remain connected while waiting for a service migration that should have been processed months ago.

The entire experience has been frustrating, inconvenient, and indicative of poor customer service and a lack of accountability. I acted on the information provided by your consultant and have been prejudiced by your company's failure to follow through on what was promised.

I am requesting that Supersonic urgently investigate this matter, review the original call from May, provide an explanation as to why no action was taken, and implement a fair resolution without imposing additional delays on me.

At this stage, I feel completely let down as a customer and hope that raising this matter publicly will result in the attention and urgency it deserves.