Cancellation of Debit Order & Service Dispute

I am writing to formally raise a complaint regarding the continued debit attempts on my account despite my cancellation request.

I did not agree to any contract, and based on my understanding, I do not qualify for one. The application was completed online, and at no point was a binding contract clearly accepted.

Furthermore, after missing one payment, my service was suspended for almost a week. I was assured by Keenan during the cancellation process that a credit would be app**** for the period without service. However, this has not been honoured.

Yesterday, I engaged with Sinovuyo via chat, and my concerns were not addressed. Instead, I was informed that my query had already been resolved and that no credit is due. This is unacceptable, especially considering the multiple interactions I’ve had with different agents, all providing inconsistent and unhelpful responses. The level of customer service has been extremely poor.

To be clear:

I will not accept any charges for a service I did not receive. I do not acknowledge any contractual obligation. I require that all debit orders be cancelled with immediate effect.

Please treat this matter as urgent and confirm in writing that:

The debit order has been cancelled. No further charges will be processed. Any incorrect charges will be reversed.

If this matter is not resolved promptly, I will escalate it further.