Terrible Customer Service

September 2020 i installed and activated my router and supersonic sent me a reference no to pay via any easypay store which i have been doing up until now. The reference number is ***.

I have payed every month using the above reference no at the pick and pay store. The internet connection then ran from 20th to 20th each month, however recently the internet access is only up until the 16th, one month 17th and then 19th? I did not understand this as i thought it was a full month service. I then contacted supersonic in March 2021 and asked the consultant and they advised because im paying cash it is not a full 30 day service i should change to debit order and then i will receive a full 30 day service. Doesn't make sense to me but anyway, she advised that she would send me a form to be filled in. To date i haven't received the form.

The strangest thing is ive been checking my bank statements and on the they tried to deduct R1988.12 on the 22 February 2021 from my account there was no money in so now bank charges of R150 was added onto my account.

On the 23rd of March 2021 an amount of R2383.11 was deducted from my account.

I am so disappointed because i have made contact time and time again and had no response.

In December 2020, Chantelle Brett sent me an email stating that my account is in arrears. I emailed her back in December to say that i have been paying cash using the above reference number. So that information cannot be correct at all. She then came back to me on the 1st of January 2021 to apologise and said it was given in error and that i should disregard the email. I sent another email in February 2021 again reiterating that i have been paying via pick and pay. NO RESPONSE! I sent another email in March 2021 stating the same as above. NO RESPONSE!

Can someone please tell me what is going on here? is the accounts department not reconciling correctly?I think its pathetic as the email trail will show that i have been patient thus far.

I haven't filled in a form for my bank account to be deducted. I have been paying cash ever since the service was activated using the above reference no.

Could you kindly please refund the amount of R2383.11 that was deducted from my account by Supersonic on the 23 March 2021. In addition to this you should pay R150 for the bank charge for the amount of R1988.11 that was also debited but didn't go through.

This needs to be resolved asap as this has been a one sided service relationship and the internet service isn't even for a full month. Im going to cancel my service and then go to another service provider because i think i have been trying to reach out time and time again and there is no response from Supersonic. This is my last resort now.