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Mary-Jane Mphahlele
Active since May 2021
1
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1 reviews
Supersonic FTTX (Pty) Ltd
3 months ago
REFUSING TO CANCEL MY CONTRACT BUT OFFERS NO SERVICE
A deeply frustrating experience with Supersonic that raises serious concerns about customer service, billing practices, and cancellation procedures. I formally requested cancellation of my services approximately 6–7 months ago after experiencing prolonged periods of unreliable internet connectivity and poor service delivery. At the time, the agreement is and was a month-to-month arrangement, and I expressly requested that their router/device be collected. To date, the contract has still not been properly cancelled. Instead, the account only is now updated, and appears to have merely been “suspended” due to alleged non-payment, not terminated pursuant to my cancellation request submitted months ago. In other words, despite formally cancelling the service, the account remained active on their system while charges continued to accumulate. What is particularly concerning is that: • The cancellation request was communicated months ago; • Their own administrative delays appear to have prevented proper processing; • The service itself had become unreliable long before cancellation; • Device collection requests were ignored; and • The matter has now escalated into collection efforts and alleged clawback fees despite the dispute having been raised repeatedly. Even more troubling is that their own contractual terms appear to provide that customers who have exceeded 12 months of service should not be subjected to clawback fees upon cancellation. Consumers should not have to fight to exit a month-to-month service agreement, especially where services were not properly rendered and cancellation was communicated clearly and timeously. I sincerely hope Supersonic improves its internal administration, cancellation processes, and treatment of long-standing customers.
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