Supanet - being deliberately confusing?

[stan brooks]

Trying to leave ISP Supanet as I want to move to BT to get on their fibre infinity package. At the start of this month (9th) I called their cancellations department and gave notice to cancel my account with them. The guy on the phone told me this would incur a cancellation fee, which I then paid, and that my account would be terminated on the 27th of August with my MAC code delivered to me within 5 working days.

The code never came and I contacted them again. The person I spoke to informed me there was no record of this payment and put me on hold while he talked to his manager to sort me out with a MAC code. When he came back he told me that the code would be sent to me later in the day, which it was. We then cancelled our direct debits (albeit admittedly a bit too soon) to Supanet and ordered the new package with BT.

This weekend we recieved a letter from Supanet informing us we would have to pay a £39.99 cancellation fee and that our service was to be terminated on the 27th of September. Today our internet is still active and I have called them with regards this letter. I spoke to cancellations again and they said that they had no record of this initial payment, they also confirmed that as far as they are concerned our account will be active until the 27th of September. The guy on the phone said that I send them a letter along with a proof of payment of this cancellation fee.

On the online billing service that Supanet provide, we have been credited £39.99 and charged for August (through the direct debit that had been cancelled*). Is this Supanet's reaction the the DD's being cancelled maybe (using this cancellation fee for our bill and re-charging us for the fee)? We were going to re-instate the DD but this has just provided much confusion to be honest, and I'm not sure what to do. Should we go ahead and pay the cancellation fee again? Admittedly we have cancelled the DD a bit too early, but they are lying when I call up and they tell me there is no record of this payment, as there clearly is... is this the beginning of being mucked around by this company?

Not entirely sure where to go from here, but don't want to be rinsed by these cowboys because as far as I am concerned they don't have a great track record with me (we were bullied into renewing this contract - threatened with stupidly high fees etc)... I just want to move with as little fuss and payment of fees as possible.

*we are supposedly billed on the 1st of every month and we were going to arrange alternate payment for the last month, but this money has come out anyway, and before the 1st...

[teaboy2]

Re: Supanet - being deliberately confusing?

If they had no record of your intial payment, then they would not have been able to credit your account by the exact same amount. Point this out to them and ask "why if they have no record of your intial cancellation fee being paid by you, have they added a credit for the exact same amount to your account?" Inform them that if the matter is no resolved within 7 days you will take the matter to Ofcom.

Ofcom is the governing body that regulates phone and internet service providers just like the financial ombudsman regulates banks (well is suppose too).

DO NOT reinstate the DD. You paid the fee, you will have a record of said fee being paid in your bank statements. You are in the right here not them, so you do not owe them a penny. As such DO NOT reinstate the DD, as doing so will only allow them to rob you of even more money.

[Hurricane Puffrose]

Re: Supanet - being deliberately confusing?

Hiya,

why are you being charged cancellation?
Have you spoken to BT's anti-slamming department incase you have been slammed by Supanet? Slamming is the illegal practise of taking back your custom when you have applied to leave.
If they say this has not been done, contact Supanet and say you will fax/email them a copy of the paid charge (bank details removed of course) and that they have a set time (48 hours) to allow you to leave.