Bad service, Supersonic, up your game
Good day,
I don’t know who might be able to assist me, please ignore if I chose the wrong Email address.
Below problem refers to Supersonic Fibre installers.
Your feedback would be highly appreciated.
Thank you Kind Regards Clinton Carolus Technical Specialist Touchsides Cell: +27 (0) 60 *** Email: *** www.gijima.com
From: Clinton Carolus Sent: Tuesday, February 18, 2020 2:44 PM To: '***' <***>; '***' <***>; '***' <***>; '***' <***>; '***' <***>; '***' <***>; '***' <***>; '***' <***>; '***' <***> Cc: 'Amanda De Lange [ MTN South Africa ]' <***>; 'Pumi Adejare [ MTN South Africa ]' <***>; 'Edith Maphanga [ MTN South Africa ]' <***>; 'Firoza Gaffoor [ MTN South Africa ]' <***>; 'Ray Manasoe [ MTN South Africa ]' <***> Subject: Unhappy and inconvenienced client Importance: High
To Whom this may concern,
I am writing this letter to you trying to express my feelings hoping someone would understand my frustration and disappointment towards my Supersonic account.
I have app**** for an Supersonic Fibre line beginning of May 2019. The installation was so quick to an extend that I was recommending the team to a few of my friends. On 6 May 2019 Vumatel arrived on my door step advising that they are coming to do an installation.
I was unsure of what my installment was going to be, so I’ve send the team a whatsapp *** and they told me I will be paying R699 per month. In the same breath I said a promise was made that I would be paying R629, never the less the team was there and to make them turn around for R70 is nothing comparing to the service that I’ve received. On 12 May 2019 an Supersonic technician arrived at my door, I have never seen myself this happy, Supersonic really went out of their way.
Job well done to those assisting me thus far,
Round about 16 July 2019 I’ve contacted them asking when will I receive my invoice, the lady told me that they will send it to me, while under the impression that I will receive some form of documents.
26 August 2019 I’ve send an email asking when do I start paying for my service, I again asked them do you give me 3 Months free internet?
26 August 2019 - At that stage they’ve send me a statement via whatsapp saying they are sending it every month of which I only saw it now with an amount of R2638.16. At that stage this matter could’ve been resolved, and I’m am waiting to see terms and conditions but nothing was received.
27 August I’ve send an whatsapp requesting the email address that they are using, I was told ***. I have requested for someone to call me back regarding this incident because my email address is not correct. If they are sending me emails surely they would receive undelivered email, and surely someone could’ve contacted me regarding the statement not going through. They advised that they’ve managed to correct my email address but I informed them that I need someone to correct this matter with me so that I can sign the debit order form and pay for two months as discussed with them.
In August 2019 I told them if no one phones me I will also not take accountability for August 2019 payment. Frankly enough I was told my phone was off, I receive missed calls on my phone and phone the number back at all times.
18 September 2019 – I send a message again, saying no one contacted me, that’s when I told them the service is not to my standards and is willing to cancel my service with them. I was told someone will phone me still 19 September 2019 no contact has been made.
19 September 2019 I send a message saying my wifi is off. I was phoning the call center but they always cut the phone in my ear without even contacting me back. I ended up phoning 6 times and hold on for a long time. Only then after me sending so many messages I was told my account is suspended due to non-payment. While I was the one wanting to sort this matter out, but Supersonic refused to assist me.
At that time my account was R3337.16 and suspended which could’ve been avoided that time already if they’ve assisted me. Now they say I signed a 24 month contract with them of which I was not even involved with, did not receive any form of documentation.
19 September 2019 – I said I don’t want to cancel my account but I need Supersonic to step up to their mistakes, I was willing to pay partial amount not all but Supersonic refused.
20 September I asked who will phone me back to resolve this problem, the person told me the manager will contact me. Still no Manager phoned me, now I am without Fibre and back dated payments…..
Once again I was told someone will contact me, still no one phoned.
I was told someone will phone me the 16th between 11am – 3pm, I rather received SMS’s stating I am behind with my payments.
17 October 2019 – they asked me if the agents said that they will put my service back on, I said no I am waiting on them to commit based on my request so that my line can be activated again.. The individual said he can see Supersonic was going to phone me back but still no one phoned me after the commitment was made.
25 October 2019 – Sending them an email stating I am still waiting for feedback. Now they asking me why I ask the reason for call back. Surely they can read the previous messages. They also mentioned that an accountant spoke to me but no answer or feedback was given based on my request. But still I did not receive a call back, even though Supersonic see that someone was in touch with me. That’s where I realized that they are making false commitments. Till now I am waiting for me calls that were recorded, the only calls available is where no commitment was made I find it very strange.
28 October 2019 – I said still no one called me back how do I cancel my service, they have my whatsapp number which is off but in most cases they get hold of me. I fail to understand how they can do such mistakes.
14 December 2019 – Saying I have since been waiting for Supersonic to phone me back but surely no one are willing to take me by the hand. I also informed them I don’t want letters coming to my house for non-payments.
17 December 2019 – I got threatened with CPA, while I warned everyone that I will be looking for a diff service provider coming January 2020.
My latest statement is that I owe R6800 , while I was told that my account was suspended.
Please follow the trail of my messages where commitments were made and not kept.
I have spent so much funds on buying data while my service can’t be attended too.
Your Urgent feedback would be highly appreciated.
Kind Regards Clinton Carolus Technical Specialist Touchsides Cell: +27 (0) 60 *** Email: *** www.gijima.com
I have been threatened with CPA, but it seems as if they are not willing to assist me.
From: Clinton Carolus Sent: Tuesday, February 18, 2020 11:58 AM To: Pumi Adejare [ MTN South Africa ] <***>; Edith Maphanga [ MTN South Africa ] <***>; Firoza Gaffoor [ MTN South Africa ] <***>; Ray Manasoe [ MTN South Africa ] <***>; *** Cc: Amanda De Lange [ MTN South Africa ] <***> Subject: RE: Accounts Receivable Statements
Good day,
When will I receive feedback on the way forward?
From: Clinton Carolus Sent: Monday, February 17, 2020 11:40 AM To: Pumi Adejare [ MTN South Africa ] <***>; Edith Maphanga [ MTN South Africa ] <***>; Firoza Gaffoor [ MTN South Africa ] <***>; Ray Manasoe [ MTN South Africa ] <***> Cc: Amanda De Lange [ MTN South Africa ] <***> Subject: RE: Accounts Receivable Statements
Good day,
I see the technician came and collect the router, what’s the situation now. No communication was conveyed to me regarding this.
Please team, we having a communication gap here.
Thank you
From: Clinton Carolus Sent: Monday, February 17, 2020 8:09 AM To: Pumi Adejare [ MTN South Africa ] <***>; Edith Maphanga [ MTN South Africa ] <***>; Firoza Gaffoor [ MTN South Africa ] <***>; Ray Manasoe [ MTN South Africa ] <***> Cc: Amanda De Lange [ MTN South Africa ] <***> Subject: RE: Accounts Receivable Statements
Good morning,
Did we come up with a permanent fix yet?
Please advise
Kind Regards Clinton Carolus Technical Specialist Touchsides Cell: +27 (0) 60 *** Email: *** www.gijima.com
From: Pumi Adejare [ MTN South Africa ] [mailto:***] Sent: Friday, February 14, 2020 11:23 AM To: Clinton Carolus <***>; Edith Maphanga [ MTN South Africa ] <***>; Firoza Gaffoor [ MTN South Africa ] <***>; Ray Manasoe [ MTN South Africa ] <***> Cc: Amanda De Lange [ MTN South Africa ] <***> Subject: RE: Accounts Receivable Statements
Hi Ray,
Kindly assist with the below data usage
Kind Regards
Pumi Adejare E : ***
supersonic.co.za
This email is confidential. If you have received it in error, you are on notice of its status. Please notify us immediately by reply email and then delete this message from your system. Please do not copy it or use it for any purpose, or disclose its contents to any other person as to do so could be a breach of confidentiality. Thank you for your cooperation
From: Clinton Carolus <***> Sent: Thursday, 13 February 2020 15:01 To: Pumi Adejare [ MTN South Africa ] <***>; Edith Maphanga [ MTN South Africa ] <***>; Firoza Gaffoor [ MTN South Africa ] <***> Cc: Amanda De Lange [ MTN South Africa ] <***> Subject: RE: Accounts Receivable Statements
Hi,
When will I receive feedback?
From: Clinton Carolus Sent: Thursday, February 13, 2020 11:54 AM To: Pumi Adejare [ MTN South Africa ] <***>; Edith Maphanga [ MTN South Africa ] <***>; Firoza Gaffoor [ MTN South Africa ] <***> Cc: Amanda De Lange [ MTN South Africa ] <***> Subject: RE: Accounts Receivable Statements Importance: High
Hi,
I don’t know if we are missing each other here, 1. Please look at the message that I’ve sent to you, I was TOLD my acc was suspended. 2. I need you to see what the data usage has been after me receiving that message. 3. Who will pay for that now while I was told that the account has been suspended 4. What is the final outcome
This is all I want to know, because we are not making any progress
From: Pumi Adejare [ MTN South Africa ] [mailto:***] Sent: Thursday, February 13, 2020 11:36 AM To: Clinton Carolus <***>; Edith Maphanga [ MTN South Africa ] <***>; Firoza Gaffoor [ MTN South Africa ] <***> Subject: RE: Accounts Receivable Statements
Hi Clinton,
Thank you for the email,
Your account was not suspended due to none payment, we don’t close lines with out communication with the client first
@Edith Maphanga [ MTN South Africa ] please send the telephone recordings directly to the client
Kind Regards
Pumi Adejare E : ***
supersonic.co.za
This email is confidential. If you have received it in error, you are on notice of its status. Please notify us immediately by reply email and then delete this message from your system. Please do not copy it or use it for any purpose, or disclose its contents to any other person as to do so could be a breach of confidentiality. Thank you for your cooperation
From: Clinton Carolus <***> Sent: Wednesday, 12 February 2020 22:18 To: Pumi Adejare [ MTN South Africa ] <***>; Edith Maphanga [ MTN South Africa ] <***>; Supersonic General [ MTN South Africa ] <***> Cc: Amanda De Lange [ MTN South Africa ] <***>; Firoza Gaffoor [ MTN South Africa ] <***> Subject: RE: Accounts Receivable Statements
Good evening,
Please find image attached, I was not aware that my service was active, yes the told me the service was active based on the billing received. I need you to look into this, my account was blocked because I didn’t do any payment. • Why would someone suddenly reopen the account? • Look at the data usage and see how much have been used, I have switched my wifi on now and saw the service might be active • Why would I argue with you while the network was on, why would I not pay use the service while I am in desperate need of it
We need to find common grounds on this, listen to my recording on so many occasions I fought with your consultants based on the service rendered. How many times did I inform you guys that you are inconveniencing me.
Can I get some feedback on this as soon as possible, before I use the data provided.
Thank you Kind Regards Clinton Carolus Technical Specialist Touchsides Cell: +27 (0) 60 *** Email: *** www.gijima.com
From: Pumi Adejare [ MTN South Africa ] [mailto:***] Sent: Wednesday, February 12, 2020 10:22 AM To: Clinton Carolus <***>; Edith Maphanga [ MTN South Africa ] <***> Cc: Amanda De Lange [ MTN South Africa ] <***>; Firoza Gaffoor [ MTN South Africa ] <***> Subject: RE: Accounts Receivable Statements
Hi Edith,
Please pull out all the call and send them to the client as per request
Kind Regards
Pumi Adejare E : ***
supersonic.co.za
This email is confidential. If you have received it in error, you are on notice of its status. Please notify us immediately by reply email and then delete this message from your system. Please do not copy it or use it for any purpose, or disclose its contents to any other person as to do so could be a breach of confidentiality. Thank you for your cooperation
From: Clinton Carolus <***> Sent: Wednesday, 12 February 2020 10:15 To: Pumi Adejare [ MTN South Africa ] <***> Cc: Amanda De Lange [ MTN South Africa ] <***>; Firoza Gaffoor [ MTN South Africa ] <***>; Edith Maphanga [ MTN South Africa ] <***> Subject: RE: Accounts Receivable Statements
Unsure, The system should be able to see comments on the specific dates calls were conducted. And revert back to those recordings
From: Pumi Adejare [ MTN South Africa ] [mailto:***] Sent: Wednesday, February 12, 2020 10:13 AM To: Clinton Carolus <***> Cc: Amanda De Lange [ MTN South Africa ] <***>; Firoza Gaffoor [ MTN South Africa ] <***>; Edith Maphanga [ MTN South Africa ] <***> Subject: RE: Accounts Receivable Statements
Hi Clinton,
Received from who ?
Kind Regards
Pumi Adejare E : ***
supersonic.co.za
This email is confidential. If you have received it in error, you are on notice of its status. Please notify us immediately by reply email and then delete this message from your system. Please do not copy it or use it for any purpose, or disclose its contents to any other person as to do so could be a breach of confidentiality. Thank you for your cooperation
From: Clinton Carolus <***> Sent: Wednesday, 12 February 2020 10:09 To: Pumi Adejare [ MTN South Africa ] <***> Cc: Amanda De Lange [ MTN South Africa ] <***>; Firoza Gaffoor [ MTN South Africa ] <***>; Edith Maphanga [ MTN South Africa ] <***> Subject: RE: Accounts Receivable Statements
Good day,
There is another call that I have received. Kindly forward that to me,
From: Pumi Adejare [ MTN South Africa ] [mailto:***] Sent: Tuesday, February 11, 2020 3:24 PM To: Clinton Carolus <***> Cc: Amanda De Lange [ MTN South Africa ] <***>; Firoza Gaffoor [ MTN South Africa ] <***>; Edith Maphanga [ MTN South Africa ] <***> Subject: RE: Accounts Receivable Statements
Hi Clinton,
The payment arrangement is half of what you owe and the other half, you can pay over 6 months with your installation
Kind Regards
Pumi Adejare E : ***
supersonic.co.za
This email is confidential. If you have received it in error, you are on notice of its status. Please notify us immediately by reply email and then delete this message from your system. Please do not copy it or use it for any purpose, or disclose its contents to any other person as to do so could be a breach of confidentiality. Thank you for your cooperation
From: Clinton Carolus <***> Sent: Tuesday, 11 February 2020 14:52 To: Pumi Adejare [ MTN South Africa ] <***> Cc: Amanda De Lange [ MTN South Africa ] <***>; Firoza Gaffoor [ MTN South Africa ] <***>; Edith Maphanga [ MTN South Africa ] <***> Subject: RE: Accounts Receivable Statements
From: Pumi Adejare [ MTN South Africa ] [mailto:***] Sent: Tuesday, February 11, 2020 2:45 PM To: Clinton Carolus <***> Cc: Amanda De Lange [ MTN South Africa ] <***>; Firoza Gaffoor [ MTN South Africa ] <***>; Edith Maphanga [ MTN South Africa ] <***> Subject: RE: Accounts Receivable Statements
Hi Clinton,
I spoke to Edith and she said she agreed to 1 month as per the telephone conversation [Clinton Carolus] What happened to two months? I thought our calls are recorded, kindly forward that to me. I can’t see why I would thumb suck such info
We can make payment arrangements for the rest of the outstanding amount [Clinton Carolus] Which is?
Kind Regards
Pumi Adejare E : ***
supersonic.co.za
This email is confidential. If you have received it in error, you are on notice of its status. Please notify us immediately by reply email and then delete this message from your system. Please do not copy it or use it for any purpose, or disclose its contents to any other person as to do so could be a breach of confidentiality. Thank you for your cooperation
From: Clinton Carolus <***> Sent: Tuesday, 11 February 2020 14:31 To: Pumi Adejare [ MTN South Africa ] <***> Cc: Amanda De Lange [ MTN South Africa ] <***>; Firoza Gaffoor [ MTN South Africa ] <***> Subject: RE: Accounts Receivable Statements
From: Pumi Adejare [ MTN South Africa ] [mailto:***] Sent: Tuesday, February 11, 2020 2:10 PM To: Clinton Carolus <***> Cc: Amanda De Lange [ MTN South Africa ] <***>; Firoza Gaffoor [ MTN South Africa ] <***> Subject: RE: Accounts Receivable Statements
Hi Clinton,
Thank you for the email,
May you kindly confirm the names of the people you spoke too and where was this 2 month free promised [Clinton Carolus] I was asking If you guys are providing me with free months since I did not pay or receive any monthly invoice yet. “Based on the incorrect email address that Supersonic had” I had to correct that myself, while they were adamant that the email was send to me. Now I need to take accountability alone and Supersonic does not want. I need you to Pay the three months and I wil pay the other two months.
All other months I did not have access but is billed for that.
I need all the information to motivate this with my manager
Kind Regards
Pumi Adejare E : ***
supersonic.co.za
This email is confidential. If you have received it in error, you are on notice of its status. Please notify us immediately by reply email and then delete this message from your system. Please do not copy it or use it for any purpose, or disclose its contents to any other person as to do so could be a breach of confidentiality. Thank you for your cooperation
From: Clinton Carolus <***> Sent: Tuesday, 11 February 2020 13:59 To: Pumi Adejare [ MTN South Africa ] <***> Cc: Amanda De Lange [ MTN South Africa ] <***> Subject: RE: Accounts Receivable Statements
Hi,
I spoke to an individual on Friday and was promised to receive a call back. • I want to cancel my account due to incompetency from Supersonic • I was told on numerous occasions that I will receive my communication via email. • WhatsApp’s has been send to the number provided to me asking Supersonic when do I pay for the service, I was told that they will email me. • After 27 August 2019 I’ve had an argument with the WhatsApp line whereby I provided them with my email address.
My concern is that I have never received an statement after me providing them with my number, and told them and the few agents that I am not willing to pay for all those months. They have informed me that they will assist with two months while I requested three months.
No one is willing to take me by the hand while I was inconvenienced, to such an extent that I got threatened by the CPA. To date my account is accumulating funds of which I am not even utilizing the service.
• Supersonic is not taking accountability for their actions, surly the email would’ve came back as unreturned. • No one phoned me to say that the email are not reaching me • How can I trust people who are adding funds to my nonexistent account.
I need you to make a call based on my findings, if we can’t come to an agreement please send me a cancelation form and remove all the amounts from my bill and remove the two months that you’ve committed to me.
Thank you
From: Pumi Adejare [ MTN South Africa ] [mailto:***] Sent: Tuesday, February 11, 2020 1:37 PM To: Clinton Carolus <***> Subject: RE: Accounts Receivable Statements
Good day Clinton,
Thank you for the email,
May you kindly send me the communication so that I can assist you if you don't mind
Kind Regards
Pumi Adejare
E : ***
supersonic.co.za
This email is confidential. If you have received it in error, you are on notice of its status. Please notify us immediately by reply email and then delete this message from your system. Please do not copy it or use it for any purpose, or disclose its contents to any other person as to do so could be a breach of confidentiality. Thank you for your cooperation
-----Original Message----- From: Clinton Carolus <***> Sent: Tuesday, 11 February 2020 13:29 To: Pumi Adejare [ MTN South Africa ] <***> Subject: RE: Accounts Receivable Statements
Good day,
How on earth can I pay for service that I pay for a service that I did not use? I am still awaiting feedback based on my complained.
Kind Regards Clinton Carolus Technical Specialist Touchsides Cell: +27 (0) 60 *** Email: *** https://eur03.safelinks.protection.outlook.com/?url=www.gijima.com&data=02%7C01%7Cpumi.adejare%40supersonic.co.za%7C098057f***ffe88108d7aee5a99c%7Cc9b9cb***db4a267fa84df2f4ceb%7C0%7C0%7C***&sdata=H8Mh7jw0rMzpTs%2BYR%2FV0VPs25RCH0CzTkcXqMKEmKvo%3D&reserved=0
-----Original Message----- From: Pumi Adejare [ MTN South Africa ] [mailto:***] Sent: Friday, February 7, 2020 1:35 PM To: Clinton Carolus <***> Subject: Accounts Receivable Statements
Good day
Kindly find attached statement
Regards Pumi