Supersonic - Internet Service Provider: terrible customer service and severe billing issues

I have given 2 stars because the product I used from Supersonic (fixed wireless) was excellent. But, in my experience, that is about the only thing that is good about this company.

I signed up with supersonic near the end of 2019. I paid cash for my router and I was told that my debit order was all sorted out. Months went by and I hadn't been paying any attention to the statements I was receiving because I assumed my payment was going through every month. If there was a problem with my payment, then Supersonic would have communicated this to me, right? Or they would have suspended my service, right?

Eight months after signing up, I was looking at a bank statement and saw that no payments had been made to Supersonic, so I went to their offices to report this. I spoke to a staff member who said it was all sorted out and - because there had never been any communication stating that there was a problem with the payment - that I would not have to pay the outstanding amount. From then onward, I paid by EFT every month.

Some time after this I noticed that my statement still reflected and outstanding amount. So the staff member had not sorted out the issue as she said she did. On two occasions I tried to query this by email but there was no response.

On Sunday 6 June, without any communication from Supersonic, my internet connection was cut. I went to their office and was told that the only way to resolve the problem would be to pay the outstanding amount which, I'd been told previously, I no longer owed. It is impossible to speak to anyone in a position high enough in the company to actually make things happen.

So, to summarize: Supersonic failed to set up my debit order properly. They failed to communicate to me that my payments were not going through. The staff member I spoke to told me the problem was sorted out and that I did not owe them the outstanding amount - this was not true. I now cannot speak to anyone with any sort of authority to take action on this issue. In addition: The Supersonic Whatsapp help was always useless - the customer care agents seemed ***********. I received no communication from Supersonic warning me that my connection would be cut. This was a huge inconvenience for me because it disrupted my work. I often had confusing billing issues. For example: I paid cash for my router. Apparently, they were not supposed to accept cash. My router than appeared on my statement as though I was paying it off per month. When I was at the Supersonic offices yesterday, there were two other people there with billing problems even more disastrous than mine.

I have moved to Afrihost who I know - from previous experience - have excellent customer service. To anyone reading this, if you're considering a new ISP, steer clear of Supersonic.