Relocation Mistaken for Cancellation – Double Billing by SuperSonic

I am extremely dissatisfied with the service received from SuperSonic's Billing Department.

I relocated to a new address and provided notice of the move. At the end of the month, I was shocked to receive two invoices – one for the connection at my old address and another for the connection at my new address.

When I queried this, I was informed that I am being charged for two connections because I allegedly cancelled the service at my previous address without giving prior notice and am therefore liable for a penalty. This makes absolutely no sense, as I did not cancel my service with SuperSonic. I simply moved and requested that my existing service be transferred to my new address.

Despite explaining this repeatedly to various representatives, nobody seems willing to listen or understand the difference between cancelling a service and relocating a service. The response remains the same: pay for two connections.

I fail to understand why I am being penalised for moving while remaining a SuperSonic customer. The lack of understanding, poor communication, and unwillingness to resolve what appears to be a straightforward billing error has been incredibly frustrating.

I have requested a Billings Manager to call me and to date no assistance.