GV
Gustav V
1 reviews | Active since Dec 2021
02 Dec 2021, 09:12
Complaint
This business wants to charge me an exorbitant cancellation fee whilst I am not cancelling my service, I just moved from one unit to the next on the same property. How can I be expected to pay a cancellation fee for the same account number? This is unfair and bad faith business practice. There is absolutely no logic to their argument. I have notified them that they can remove their devices from my home and list me if that pleases them as I refuse to pay.
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MyOwn ISP's replyOfficial
02 Dec 2021, 16:10Good afternoon Gustav,
I trust that you are well.
I would firstly like to apologise for your experience with us. I have escalated the matter to the accounts team for more information on the matter.
There is a relocation process in place to ensure all boxes are ticked as a fibre service works differently from that of LTE or ADSL in the sense that each home needs to have its own fibre.
The FNO, in this case, DNATel, will charge us for the fibre of your previous address until we cancel it with them. We can only cancel it with them if we receive your completed termination form.
The same FNO will then charge us for the fibre installation at your new unit, even if this unit is next door to your previous one.
I will inform you as soon as I have feedback from the accounts team regarding this matter.
Regards,
Riaan van Zyl
I trust that you are well.
I would firstly like to apologise for your experience with us. I have escalated the matter to the accounts team for more information on the matter.
There is a relocation process in place to ensure all boxes are ticked as a fibre service works differently from that of LTE or ADSL in the sense that each home needs to have its own fibre.
The FNO, in this case, DNATel, will charge us for the fibre of your previous address until we cancel it with them. We can only cancel it with them if we receive your completed termination form.
The same FNO will then charge us for the fibre installation at your new unit, even if this unit is next door to your previous one.
I will inform you as soon as I have feedback from the accounts team regarding this matter.
Regards,
Riaan van Zyl
MyOwn ISP's reply02 Dec 2021, 16:10
Official
Good afternoon Gustav,
I trust that you are well.
I would firstly like to apologise for your experience with us. I have escalated the matter to the accounts team for more information on the matter.
There is a relocation process in place to ensure all boxes are ticked as a fibre service works differently from that of LTE or ADSL in the sense that each home needs to have its own fibre.
The FNO, in this case, DNATel, will charge us for the fibre of your previous address until we cancel it with them. We can only cancel it with them if we receive your completed termination form.
The same FNO will then charge us for the fibre installation at your new unit, even if this unit is next door to your previous one.
I will inform you as soon as I have feedback from the accounts team regarding this matter.
Regards,
Riaan van Zyl
I trust that you are well.
I would firstly like to apologise for your experience with us. I have escalated the matter to the accounts team for more information on the matter.
There is a relocation process in place to ensure all boxes are ticked as a fibre service works differently from that of LTE or ADSL in the sense that each home needs to have its own fibre.
The FNO, in this case, DNATel, will charge us for the fibre of your previous address until we cancel it with them. We can only cancel it with them if we receive your completed termination form.
The same FNO will then charge us for the fibre installation at your new unit, even if this unit is next door to your previous one.
I will inform you as soon as I have feedback from the accounts team regarding this matter.
Regards,
Riaan van Zyl