Misleading “Month‑to‑Month” Fibre & Unfair Cancellation Fee – Poor Dispute Handling

I signed up for MTN Fibre powered by Supersonic in November 2025 after being marketed a month‑to‑month fibre service. At no point during signup, onboarding, or activation was I informed that my service carried a 12‑month cancellation penalty or an R899 “clawback” fee. Throughout the entire application and activation process, I was repeatedly directed to generic Terms & Conditions and told simply to “refer to T&Cs.” I was never advised that my service fell under a separate FTTH contract with materially different cancellation rules, nor were any early termination fees brought to my attention. When I cancelled the service in April 2026 due to changed personal circumstances, Supersonic advised that I would be charged an R899 cancellation fee for not staying longer than 12 months. This was the first time I had ever heard of such a fee. I formally disputed the charge in writing, clearly explaining that:

the fee was never disclosed upfront, the service was marketed and understood as month‑to‑month, no FTTH‑specific cancellation penalties were ever highlighted or explained, and enforcing an undisclosed penalty is unfair and misleading.

Instead of addressing the dispute, Supersonic:

closed multiple support tickets without responding, provided no substantive written explanation, and issued an invoice for the disputed charge anyway, despite the matter being under formal dispute.

This experience reflects poor transparency, inadequate disclosure, and disappointing complaint handling. Consumers should not be expected to discover hidden penalty clauses after the fact, especially on services advertised as month‑to‑month.

I would caution prospective customers to explicitly ask about cancellation penalties in writing before signing up, as they are not clearly disclosed during the signup or activation process.