Shocking Service from SuperSonic

I requested a cancellation of SuperSonic fibre due to very bad service levels.

I received notice on 1 Aug and was not told about any clawback. Today I got an email saying that there is a clawback, but it does not say how much it is. When you call in, no one knows what is going on or what the clawback will be. They are releasing my line today and will let me know sometime what the clawback amount is. What if it is an unaffordable amount and then I don't want to cancel? Legally I need to know this information before I cancel not after the fact?

But is ridiculous service like this that is the reason I am moving ISP's in the 1st place! Half of the staff at Super Sonic do not know what ISP stands for.