Complaint about termination scam

[Qweqweqwe]

I am writing to express my strong dissatisfaction with the broadband service contract I was misled into signing with your company.

My account no 720781303

When I initially inquired about your broadband offerings with your Outbound Acquisition Advisor Michal Szubartowski back to Sep 2023, we have agreed on a 9 month contract which was what I was looking for. However, the contract which I received via email was a 18 month contract. I called the customer support and the sales representative I spoke with assured me that I could terminate the service at any time without mentioning any associated cost.

I relied on the sales representative’s claim that I could cancel the service after 9 month, as this was a key factor in my decision to sign up. It was only after I requested to terminate the service in June 2024 that I need to pay extra  £223 for early termination, which is not what I expected and agreed to.

This deceptive sales practice has completely ruined my trust to your company, and being a University student, a costly lesson for me. I am writing to request a waiver of any early termination fees or penalties charged. I await your prompt response addressing this issue.

[Robert_P]

Hello Qweqweqwe

We're sorry to hear of the confusion over the contract, we understand the frustration and you raising this via the forums. Welcome to the community.

When you signed up with us, we would have sent you a contract that outlines everything included package wise and the term. Within that correspondence would also have been a link to our terms and conditions. As with all providers, any customer looking to leave during a fixed term agreement may be subject to Early Disconnection Fee's. Due to the above information we wouldn't be able to waive the fee's.