Misleading people in the name of 'Month-To-Month' product.

Supersonic is misleading people in the name of 'Month-To-Month' product.

I recently wanted to cancel the product as I am planning to move out of the property.

I have sent out an email on the last week of October which serves the liability of the customer to notify the supplier a calendar month's notice.

Supersonic doesn't have the responsibility to contact the customer a week before the customer asked cancellation deadline.

Before I can proceed, this is how the product was advertised. Ref: https://www.supersonic.co.za/benefits-and-key-differences Ref: As per https://www.supersonic.co.za/uncapped-fibre None of the call centre people mentioned about the clawback period during the signup process. This has to be mentioned to the customer that there is a clawback period of 24 months. It is NOT open or Month-To-Month product when the product has 24 months clawback. It was not mentioned before activating the product as well.

The cancellation team has contacted me on Friday (27-Nov), that's after 25 days, to followup with the cancellation email, and the cancellation team doesn't have a figure on the customer liability on how much the customer has to pay if the cancellation is before clawback period. I neither concerned nor agreed with regards to deactivating the line, I had to drop the call because of work. Although I mentioned the person to contact me after an hour, which never happened on that day.

Coming back to 30-NOV, the internet wasn't working, when I called the customer care, I have been made aware that the cancellation is in progress. How a business could cancel the service before 30-NOV. It shall be only cancelled on 00:00 hrs on 01-Dec when you submit a debit order for full month's price. Internet at home is a primary at these tough times.

The previous resident of the property already had the necessary devices from backhaul/infrastructure provider (Openserve) which is being used my supersonic service as well, which means no physical installation has happened. The Openserve technician said everything was already in place and now Supersonic just needs to deliver the ROUTER. However supersonic mentions that I have signed a form that I was made aware of the installation happened. The technician said that the signature is to let Supersonic know that someone from the OpenServe has visited the property.

By Friday, I was made aware that I am liable for 1300+ and I contacted again now to enquire about my service, the price is now 2000+.

Why are you charging customer when it is your responsibility or it has to be your arrangements with regarding the backhaul infrastructure.

With regards to returning the router, Supersonic says that I need to pay R250 courier fee or pay the full price of the modem if I cannot return. I am willing to return the product at Supersonic premises, and they are blaming COVID-19, saying that they are not allowing the customers to physically return the devices. What if the customer decides not to allow the courier person for the same reason.

Kindly don't mislead people with pieces of information. Please cancel any further debit orders if they are submitted already. I am NOT liable for any further amounts.