Unbelievable incompetence

Let me tell you a tale of extreme incompetence and very bad customer service.

I am a fibre client. My account number is S***.

On 20 June 2020 I contacted the Supersonic call centre to request a downgrade from my 100mbps line to a 20 mbps line. I noticed 2 days later that my line was already downgraded to 20mbps, even though I had paid for a 100mbps line for the FULL month of June.

At the beginning of July you debited my account for the full amount of a 100mbps line, R1145, even though my line speed was 20mbps.

At the beginning of August you AGAIN debited my account for the full amount of a 100mbps line, R1145, even though my line speed was 20mbps.

On 6 August I called your contact centre again and reported the issue. I was assured that the matter would be attended to within 48 hours and that I would receive feedback within that 48 hours. I was told that I would be contacted to confirm my refund to me. Feel free to listen to the call. TO THIS DAY I HAVE HAD ZERO FEEDBACK.

The reference for my call on 6 August is CAS-135586-X4T4C0

I left it, as I thought that surely during the month of August you would get all your systems sorted out and do what is necessary. That was naive of me.

On 26 August I received an email from Supersonic that said "Your product change to OS Monthly Uncapped 20/10 Mbps @ R 795 is now active." This after I have already been on a 20mbps speed since 22 June!!!

Now Supersonic has again deducted a debit order for R1145, FOR A 100mbps LINE!

NO WORDS.

So I'll make this easy. BUY 5PM ON FRIDAY 4 SEPTEMBER, the following needs to happen: - I must receive confirmation of a refund of the overpayment for the last 8 days of June, the overpayment for the month of July, the overpayment for the month of August and the overpayment for the month of September. This should be roughly R1335. You have my bank details, so this should not be a problem. - I must receive confirmation that the issue has been corrected on your system and that I will not be overbilled again.

If this is not sorted out in the next two days, I will simply dispute your incorrect September debit order and have it returned. I can get a new service provider in a few hours. I do not need any further aggravation from you.

And believe me, I will make it my mission to tell as many people as I can about this experience with you. I have been more than patient, this ends now.