Misleading Cancellation Practices

On 2 July 2025, I cancelled my Vumatel subscription after 6 years of excellent service. Unfortunately, things changed once their service/accounts department was restructured.

My cancellation was accepted for 2 August (I have written proof). However, I was then offered a deal: remain connected for 3 more months at 50% of the fibre fee, until the end of October. I accepted, even though I vacated the property at the end of September.

In August, I enquired whether I could still cancel the offer early, but was told this was not possible. Then, on 1 November, I was billed for a full month. When I queried this, I was informed that I had to cancel the line again—and that the cancellation would only take effect on 31 December 2025.

The problem? Axxess never made it clear that the service would not automatically end after the 3‑month extension. They let customers assume it would. As a result, the new owners of my former property cannot apply for their own line because it is still registered in my name.

If this isn’t entrapment of sorts, and false promises, then what is? Please do not fall into the same trap.