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On 17 Dec 2020 I emailed *** as instructed by their support staff, for a end of Jan 2021 cancellation, seeing a full calendar months’ notice is required. I received an automated reply saying "We have received your cancellation request and one of our agents will be in contact with you during the cancellation process to finalize your request."

On the 11 Jan 2021 I had not been contacted yet, so I followed up with an email and got another automated reply.

We followed up with numerous calls to their Cancellations number: ***, with each and every person saying they would sort things out and give us a call back. No-one ever did.

We then received our bill for the month of Jan, which we paid, and I sent another email saying, "Please find the proof of payment for the final settlement amount attached. Please go ahead and release the line".

On the 28 Jan 2021 we received an email saying "This email serves as confirmation that your supersonic account - will be deactivated on the 2021/01/31. Please note, as per our terms and conditions, the month of January serves as your one calendar month notice period".

We thought everything was back on track, however the following day we received another email saying "We have sent case to billing team to invoice you for clawback once clawback paid line can be released".

This is where the real battle started...

They have a 24 month clawback policy. However we have been with them for 31 months. The issue is we had the installation done at house 1 and after 11 months we moved to house 2 (20 months). Because we stayed with Supersonic through the move and there was no second installation at the new house (fibre already installed), they said we would just continue on our existing contract.

Now, the cancellations department could only find our latest move of 20 months, so they said we owed them money. Then after explaining everything, they found the original details and said they would sort it out for us and release the line.

But guess what, now they are saying we left the first house too soon, so we owe them!

Seriously I have never experienced this level of incompetence when dealing with a fairly large company.

Do you think we have received good service? Do you think we would ever recommend you to anyone else? Do you think we will ever deal with you or MTN again?

We have been with you for 31 months, release our line please!