Unauthorised Debit Order

In July I app**** for a fiber line with Supersonic.

I didn't receive a signup/confirmation mail, and after waiting for many days and wasting airtime in call lobbies without any progress I canceled the order via email, as instructed by the call agent, on 1 August 2020 (Saturday).

Then, later the week, I received an SMS regarding the progress of om my order. So I sent another cancellation mail. 7 August 2020 (Friday) emphasizing that the order should not continue.

And that was that. Nobody visited my home, no hardware was received.

30 November 2020, I receive an SMS from Netcash that Supersonic has submitted a debit order against my account.

I phoned Supersonic (to their credit their call centers improved a lot since July) but the agent wasn't able to assist me. He did mention that it could have been an incorrect message. I sent another email to inform Supersonic of this potential error, indicating that I will dispute the debit order.

As expected, the value was debited the next day. I phoned Supersonic again and was assisted by a wonderful lady named Zama who found a note on the system indicating that installation took place at the end of August. However, nobody visited my home, no email was received on my end to confirm this. I definitely didn't sign anything. Besides, the fiber line was already installed by my previous ISP.

Zama indicated that they'll look into the matter. For this review, I wanted to give Supersonic only one star, but Zama was so helpful and friendly that it just wouldn't be fair. I echoed to her my intention to sort it out with the bank so long.

FNB helped me to reverse the debit order and I sent a follow-up email to Supersonic notifying them of the reversal.

Now.

Last night Netcash sent a payment request from Supersonic. I'll phone Supersonic again regarding the matter.

So far my overall experience with Supersonic hasn't been pleasant and I wouldn't recommend them as your FTTH ISP.