SUPERSONIC SHOULD NOT EXIST - AVOID AT ALL COSTS!

I am VERY UNSATISFIED WITH SUPERSONIC - I have had nothing but problems from day 1! SUPERSONIC has: ****** data,Not delivered service and cannot assist in ANY FASHION with after sales service or queries- you cannot resolve anything , Not delivered on connectivity and are a total waste of time!

The sign-up process: 1. On 20 April 2020 ( exactly two weeks ago today) I initiated conversation on your whatsapp number ***) inquiring about opening an account and at 10h09 I gave the go ahead to take the service ( haven given all my details previously.) My reference number *** 2. An hour later I had not yet received details to make the upfront payment and I had to contact Supersonic again on the whatsapp number. When I asked how long the payment process takes i was told " I am not certain. However, we have asked the sales agent to send it to you." This did not happen. 3. Again at 13h57 i contacted Supersonic on whatsapp as I still was not answered. I was told "Please note that you need an email address. As it is one of the major medium of communication we use.". This was given through to Supersonic on my application at 8h52 but either not captured or ignored. 4. At 15h12 i again followed up as I still had heard nothing and was told "Kindly wait for the sales agent to contact you so that you may receive the payment link." & " It takes 24 hours to be contacted." which was the first i was informed of this process. 5. Only after my numerous queries did I eventually get assistance and the payment was processed by credit card & the router delivered on the 22 April 2020 at 12h33. 6. Supersonic had my address INCORRECT on the delivery and I had to call the courier to get them to the correct number. I logged this and I was told it would be corrected.

DATA & CONNECTIVITY - MY MAIN COMPLAINT:

ISSUE 1 1. When my router was connected I asked how much data I have until month end. I was told:Your current Prorata: 140.000 GB Please feel free to use this portal to access your usage and product information : https://bit.ly/2Jpf5s7. Please input you Account number ********* There is also an option on Whatsapp > Choose Option 5 >then Option 4. This will display your usage, and is super convenient. This led me to believe that I had 140gig prorata available. 2. I followed it up by following the link. And this time I was given new information saying I had 59.82gig available. The only thing I had done online at this stage was check my balance. This means that just to check my balance used 180mb (which is ridiculous) 3. On the 25 April 2020 - only three days after receiving the router we could not connect at all. I Contacted the whatsapp number at 14h39. Where after choosing technical support I got a message saying "Service Status: Online Anytime Cap/Night Cap: 400 GB/400 GB" - This is not the package I signed up for. Please note that we see you are Online. Do you perhaps have a Wifi connectivity issue? We have passed you over to an agent who will assist you with your request further. 4. By 15h24 I had tried calling your telephone lines numerous times, holding on in excess of 15 minutes per call to be disconnected or just never answered, the whatsapp was also unanswered despite numerous messages 5. At 15h27 i was asked for co-ordinates of my residence and told "Please test the connection in 60 minutes and advise.If it does not connect automatically,please reset the router at the back by pushing the reset button using a paperclip for 10 seconds" 6. By 17h02 i was still unable to connect and my service status had changed form 400gig to 200gig and told: "We have checked your device and network settings are correct, please could you factory reset the LTE device? (There is a small hole at the back of the unit, you will need a paperclip or pin to reset the unit. Please press and hold the button for 10 seconds.) We have passed you over to an agent who will assist you with your request further. 7. By 18h00 I had gotten an outside person to assist me in sorting out the router to get connected again after I had tried calling, Facebook messenger as well as whatsapp to no avail. 8. At 20h04 I received a message " As a follow up to your query and as a courtesy check-up, we have noticed that your line appears to be up and running on our side.Please kindly confirm the status of your line." By this time I was online but NOT because of Supersonic's assistance. 9. I logged a request under customer service option "8" other so I could log a complaint but to date was never given the opportunity or assistance in any form ( since 8 could be a multitude of things) 10. At this stage I had the router for 3 days one of which i did not have much connection on. 11. On the 29 April 2020 I could not connect again ( 7 days after starting with Supersonic) I sent a message on whatsapp at 7h41 and was told " We have checked your device and network settings are correct, please could you factory reset the LTE device? (There is a small hole at the back of the unit, you will need a paperclip or pin to reset the unit. Please press and hold the button for 10 seconds.) We have passed you over to an agent who will assist you with your request further. Kindly note that you ran out of data. Please top up." 12. On facebook messenger i was told that I used 140gig and on whatsapp that i had used 60gig. The consultants are not knowledgeable nor can they answer queries correctly. 13. At this stage I insisted on speaking to a manager. and left. I was still unassisted as I have definitely not used that much data. So i sent several more whatsapps and was told at 8h46 "We have assisted you. Please use the above link and check your current usage." and i was not passed on to a manager as per my request. 14. I had an argument with the employee on whatsapp and the comment was " Your prorata deducted is 140Gb. So you have left with 60Gb of data for this month. You have used 60GB of data and now you need to top up to use internet for the rest of the month or wait for 1st May to get your full 200Anytime and 200Night data. Prorata means the deduction, So you was allocated with 60Gb. We havent said you have 140GB, We only said prorata is 140GB. ( where facebook messanger clearly says i used 140gig) 15. I queried how we could have used data on the 25th because we had connection problems and I queried the high usage on each day of the pro rata amount because i use data for work and my son school only. We are on social media but we do not download nor steam netflix, I do not work on cloud based items, etc.. I was ignored and told " Please wait for my manager to respond to you" 16. On 30 April I received the following message from a manager who never gave me his/her name; This is a manager responding, Kate - since your service was activated on the 22nd, you received a pro rata data provision. From your 200GB, you only received 60GB available (140GB taken off as "usage"). The attached screenshot shows your data usage, focus on the indicated dates (22nd to 30th) your anytime usage is 61.12 from the available 60GB for this month. Only from next month will you receive your full data provision of 200GB + 200GB. On what platform were you informed that you had 140GB available? After a long back and forth the manager said that they see it was confusing and apologized and sent me hourly reports for the 25th and the 28th. I still did not agree with the usage and cannot understand how data can disappear when you are not using it in high volumes. 17. I mentioned that I was a previous Mweb client and on leaving them I asked for my usage for the past 3 months so that I could make an informed decision on what package to take going forward. We had struggled with Mweb due to connection but never sufficiency of data. ( In fact Jan 2020 we used 128gig, Feb 107gig, March 149gig for the entire months respectively) 18. Seing that I was not going to get the pro-rata data issue resolved i thanked the nameless manager and left the issue to watch going forward. 19. On the 1 May i only received my new months data at 20h00 and the first thing i did was check data usage for the day of which it showed i used 3.952 gigs. ( without having being connected) I chose customer service option "8" to log a complaint and it is still ongoing. 20. We unplugged the wifi from the power source so that we could resolve the issue and IT REMAINS UNPLUGGED right now. I was told AFTER i said that the router was physically unplugged that it could be background apps running. 21. I have requested several times for an hourly report as the last manager gave me and to be put through to a manager on whatsapp as well as facebook messenger. I have sent a message to your page on facebook and called numerous ties but the phone remains unanswered. 22. To date I have been told that I was online even when i sent a picture of the router unplugged and that I have used 6.33 gigs since the 1 May 2020 which is impossible since the router has not been plugged in AT ALL during daytime hours. It has however been on during night time hours where there has been streaming and video calls. YET the data usage at night remains lower than during the day when none of those activities occur? How is that possible? 23. I cannot get through in ANY MANNER and am being totally ignored on all fronts and have not received the hourly reports as requested - I have been told that those reports do not exist and cannot be sent ( even after I have proved that I have received them before!)

RESOLUTION:

1. I want this service cancelled AT NO CHARGE TO MYSELF and the monies paid upfront refunded with immediate effect. There will be no cancellation fee of R600.00 and I will send the router back within 24 hours of confirmation of cancellation. (Since I cannot be assisted in queries, the data gets ****** even when your router is physically unplugged and the supply is not consistant.)