Very poor service

Good day,

I am writing to express my serious dissatisfaction with both the billing and service I have been receiving from Supersonic.

On 17 March, my services were suspended, yet I was still billed for that period. I logged a complaint at the time but have received no feedback to date.

I made a payment of R1,400, while my account reflected R1,398 in arrears. However, on my Supersonic dashboard, that payment was never deducted from the outstanding amount. I also spoke to Tammy, one of your service consultants, who confirmed she had logged and escalated this matter to the accounts department — but nothing has been resolved.

Since 25 April 2025, I have not missed a payment up until September 2025, when I accidentally overlooked one. Despite this, I have noticed several billing discrepancies on my invoices:

October 2024: Billed twice

May 2025: Billed twice (one payment made, one still reflecting as overdue)

October 2025: Paid, yet still showing as overdue

November 2025: Already billed, despite the month not having started

My current situation is that my services have once again been suspended, not due to non-payment, but clearly as a result of incorrect billing and internal errors. On my dashboard portal, my account now shows that I owe R2,000 — an amount created by your company’s overbilling, double invoicing, and failure to deduct the R1,400 payment I already made.

This situation has become completely unacceptable. The lack of communication, repeated billing errors, and poor internet performance are far below professional standards. I work from home for a company that pays me a salary, and the unreliable service has already placed my job at risk.

I urgently request that you:

Review and correct my billing records in full, including the deduction of the R1,400 payment,

Remove the incorrect R2,000 balance,

Reinstate my service immediately, and

Provide written confirmation that this issue has been resolved.

If this matter is not addressed promptly, I will have no choice but to escalate it to the Ombudsman and HelloPeter, as this is not the quality of service I agreed to.

Please contact me directly on ***. I am unable to answer calls on *** during working hours.

Kind regards, Jamie-Lee Kritzinger