Unfair 24th-Month Cancellation Experience

My installation took place on 4 December 2023, and my internet service was active from that very day. I have always paid on time, despite experiencing several months of interrupted service issues that were never properly compensated or credited, even after I raised multiple complaints.

Now that my 24-month term is effectively complete, I expected to cancel without issue. Instead, I was contacted by a member of the cancellation team who informed me that, because I am technically in my 23rd month, I must pay a R2,500 cancellation fee.

I find this extremely unreasonable and disappointing. After two years of consistent, on-time payments and ongoing service interruptions, I would have expected better treatment and more flexibility from the company. This rigid stance on a technicality during my final month reflects very poorly on the business.

If a lease agreement runs for 12 months, or 24 months in this case, it is understood that the commitment ends at the completion of the final month and not by forcing a customer to pay for a 25th month. By this logic, once the 24-month term has been fulfilled, no additional payment or penalty should be due.

I am insisting that someone in a senior management position contact me directly to review this matter and provide a reasonable resolution. Should this issue remain unresolved, I will have no choice but to share my experience publicly across all major platforms, including through my sibling, who is a well-known influencer.