Cancellation of Fibre order

Good day I have a complain about Supersonic customer service. I have app**** for fibre internet services on 02 July 2020. I received an automated response that installation will take place between 7 -14 days. I followed up within this period with their call Centre regarding the progress of my order, was advise that order is still open, I should wait as a company representative will contact me. No body contacted me, and I decided to cancel fibre order on 16 July 2020. I was given a case no CAS 116973Q1Y1B0 and I also sent an email to their cancellation department. I decided to sign up with another provider. On the 20th July 2020 the fibre installation was done; but only to discover that both Supersonic and the new provider placed an order for fibre installation with Vumatel. Vumatel installed the fibre under Supersonic though I advised them that I cancelled the order with Supersonic. Supersonic is now claiming a claw back fee of R2 732.40 before they cancel and release the fibre line. Supersonic has not provided a breakdown of the clawback amount. Their package deal I choose included: - Free installation - Free enabled route - Free ISP activation The above services was not provided accept the fibre line installation. Supersonic ignored my request for cancellation, why should I be paying them a claw back fee.

Regards Ruth de Beer