Supersonic #Unhappy #Overcharging #Vumatel

Customer Acc Number: S***

I joined the VUMATEL network in June 2019 under Supersonic as the service provider. On the 8th of August 2019 I realized that there was an error on my monthly statement and that I was allocated a package that I did not choose. The statement was already showing that I was in arrears and had to contact Supersonic to rectify the same. This issue was only resolved on the 23rd of August after extensive calls and follow ups via the email / watsapp (Evidence of this is still in hand). Since then, I have never defaulted on my monthly subscriptions to date and the service has been incredible.

In January 2020, I informed Supersonic that my lease will be coming to an end on the address that I was connected and asked if it was possible to have the contract moved to to my new place as it also had VUMATEL network. The consultant that assisted me advised that it was possible, however, a new contract had to be signed. I informed the call center agent of my change of address, arranged for new installation and to cancel the existing contract on the 18th of January 2020.

I as advised that it would take two weeks for the installation to be done and I was happy with that since I was only moving out at the end of January. I followed up again on the end of January to find out on the progress of the installation, only to find out that no booking for the installation had been done.

I had to wait till the 24th of February to have the installation done at my new address. This means that I only used the service for 5 days in February instead of the full month.

However, the statement shows that we are being double charged since February for the two accounts and that is impacting negatively on my credit record. Instead of R955 we are being charged almost R2000 monthly.

I reached out several times via the call center and watsaap and Case Number: CAS-99201-N0C7C7 was opened on the 18th of April and no feedback has been received to date.

Can Vumatel please intervene because I have failed to reach an agreement with Supersonic.