GS
Gaylord S

1 reviews | Active since Jun 2014

07 Jun 2022, 17:05

I cannot cancel supersonic Fibre

So in 2021, June, I moved into my new apartment and because I had previously had Fibre installed in my previous house, I thought I would just migrate naturally into another ISP. turned out I had to cancel and apply for a new service from another ISP. luckily Vumatel had just launched this FTTH service through air. I app**** and was approved. The sales people told me this was a 'month-to-month ' service, no contract, and that I had the flexibility to move or change ISP anytime.

So I was happy with this idea of not having a binding contract. To fast track the story, 12 months down the line, May 2022, I called in to inform Supersonic that I was moving house and that if they cannot relocate my line, then I cancel the service since there is no contract and nothing that binds me to them. To my surprise, and for the very first time, I was told about their terms and conditions, which are posted in their website, that I can cancel the service(that has no contract with) provided 24 months has lapsed into the arrangement. If not, they had the right(clawback) to penalize me for early cancelation! This meant I was gonna pay a fee to cancel. This is ubsurd!

1. These terms and conditions were never communicated to me when I initially signed up 2. No one told me to even go their website should I have issues with conditions of our arrangement, since there was no contract in place. Please note; I have never skipped my monthly premiums, nor have I delayed payments. So in essence, I do not owe Supersonic a cent and still could not get out of this ' arrangement ' with them and no recourse whatsoever for me. I am literally trapped. This has led me to apply for a new service with another ISP since they have partnered with the developer of the area where I will be residing. This means I will evidently be paying for Supersonic till the 'arrangement term' comes into an end before I can actually terminate it. Another 12 months of pure evil deception and *******. Can someone please help me here???

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Replies (5)
GS
Gaylord S's update07 Jun 2022, 18:14
Reviewer Update
Great, I am sending out the email immediately. I will let you know how it work out
GS
Gaylord S's update07 Jun 2022, 18:30
Reviewer Update
Please note. Since I had no idea how to lodge a cancelation with you until today. I have called in on the 1st of June 2022, and even sent you messages on your social media platforms to try and relate my intentions. I was not helped
Instead I was told about a clawback clause, which now through your response, does not apply to my situation. So in essence, I have basically notify you in time about my cancelation. It's just that it was not through the email address provided to me now.

I have proof of communication to your socials if required.

Regards
Supersonic
Supersonic 's reply07 Jun 2022, 18:32
Official
Good Day ***lord, thank you for contacting us. I do apologize for the delay in this matter. Kindly send us a direct message so that we can assist you with your query as soon as possible. Regards Supersonic
GS
Gaylord S's update07 Jun 2022, 18:39
Reviewer Update
Direct message have been sent previously several times. I will send another one right now. My issue now is with the auto email I received now. It states I should actually serve a 30 days notice and cancelation fees may apply.

This contradicts your initial response about fees or clawback being non applicable to my situation by virtue of the fact that my account is prepaid. I also see no reason why I should serve a 30 days notice since I told you I have tried through DMs to contact you guys well in time. I will forward you my interaction via the dms to prove this
GS
Gaylord S's update07 Jun 2022, 19:03
Reviewer Update
Please note, your agent must act urgently to finalise my cancelation since I am moving by the end of this month(June 2022) and will be canceling the payfast arrangement from my side