********** Service

Thee most horrifying experience I have ever had to go through just to get my money refunded to me.

On the 25th March 2021 I contacted Supersonic and asked to be migrated from the 28 day voucher to the debit order 30 day recurring option. I was sent an email with banking details with an instruction to pay R395 for the migration to take place. I immediately paid the amount with the hope of getting my services active as a recurring member. To my disappointed the next day the migration was not done and service were still inactive,after advising their consultants that I am working from home and can't afford to buy more data.

On the 26th March 2021 I called twice and was told it will be sorted shortly, which was not done. I called again later the same day and spoke to Nazline who told me the case was not logged yet and she offered to log it. Unfortunately my patience had been exhausted, I then told her I'm going to cancel the migration.She offered to investigate and call me back.

I was pleased to hear from her and was very impressed by her commitment (issue resolution). She suggested that I paid another R395 using the link not directly the bank account so that the migration can take place. I did that and my services were reconnected. She also asked for my banking details in order to log a refund request for me to be paid straight into my bank account not credited on my account as I am not directly a Supersonic client, I subscribed via Vuma.

On the 06th March 2021 I called in and was told the refund will be done by Friday the 09th March due to the fact that refunds are only done on Fridays which I find very questionable.

On the 12th March there was still no refund so I called in to follow up and there was no progress. I called again on the 13th March and to my surprise I was told that the issue was resolved because the money was credited to my account by mistake by their *********** refund administrator. Nosiphiwe Mzobe promised to attend to it and will call me after 10 minutes but called after 4/5 hours.

I called for the 3rd time and spoke to Marcia whom I told to transfer me to her superior as I was tired of hearing silly excuses. As I was on the line she asked me to check my emails for confirmation that my refund will be done on Friday.I insisted to speak to the manager and was on the line for 24 minutes before I spoke to her because she was in a 'meeting'.

Her name is Serisha Ramjoonjal and she reports to Reinajrd Vurden. She told me I will get my money on Friday there's nothing she could do about it.

In a nutshell, I await my refund since the 26th March 2021 and can conclude that their staff is ***********. Corrective measures must be taken to ensure that I get my refund instantly and no other client will experience the same kind of service that I did.

Regards Emily