Appalling Service

Good Morning Referring to case numbers: CAS-***H2S6P1 (Noluthando) CAS-146005-H2S6P1(Bonisiwe Ndlovu) CAS-411347R7C9L4 (Cindy, Mandisa & Manager) CAS-434332B7SOSO (Gugu Khwela)

I'm sending this email in anger and disappointment from how Supersonic has been handling my account including line issues and months later I still don't have a working internet connection. I signed up with Supersonic early 2019 for 20/20mbps Fibre line and this was installed and working up until March 2020. I noticed that the internet connection was not as fast and consistent as it was in the beginning then I reported the first issue and I was informed there was an issue with Vumatel and the issue should be sorted after it has been reported to them. The issue never got resolved and I called again weeks after and the first case was logged. I waited with the same issues with my line and no one got back to me. I decided to stop paying the account as i felt that my internet is barely working and nothing is being done about it, maybe someone will call again. A lady from finance called regarding payment and I told them the reasons why, she promised to escalate the issue and that someone will be sent to my house to investigate. I sent the below cancellation email because i still did not get what was promised and at this time i wanted the credits to be done so that i pay and get another service provider. A month later a technician came to my house and inspected the line and he discovered that my Wi-Fi router was faulty which would explain the intermittent connection with my devices and secondly my line was not a 20/20Mbps as i had signed up, which would explain the speed issues. He exchanged the router with a new one and logged a call with his service desk (supersonic). He then told me someone should call me back when the line has been fixed by Vumatel and that they will be crediting my account for the incorrect line. This was around October if my memory serves me well, nothing happened after that, no one called and my internet remained the same, not working properly. This month my line was suspended on the 2nd and when I called to find out what was happening with my case i was told there was no case pending and i had to log another case from scratch. I logged the call and mentioned that all I want is for Supersonic to credit my account so I can pay and get another service provider and have a working internet. I spoke to Cindy and was promised that a manager will call me back. A week later i called again as no one called me back and i spoke to Mandisa who also told me a manager will call me back and no one called me back. I called again a few days later and finally a manager was available to speak to me. I started from scratch explaining my issues and told him that all I want is credit so I can pay and get rid of Supersonic as a service provider. The manager took my case and said he will investigate. Again no response and when i called back on Wednesday the 17th the lady (Gugu Khwela) told me the case was closed by finance stating that i never reported any fault so no credit is due. This is after all the above dating back March 2020 and i'm now told i never reported any fault. How does Supersonic not have a system that records all this information or am i being de*****ed? I want this resolved as a matter of urgency, due to COVID we are required to work from home and i'm struggling to work due to this, 3G connectivity is costing me a lot of money. I want someone high enough to immediately resolve my case as I can't carry on any longer without internet.