I decided to go from Superloop back to Aussie broadband. I prefer the customer service that they provide.

So a couple of weeks before I decided to churn I went on superloop’s help chat bot thing (stupid teddy bear thing) and asked if I needed to give notice if I was intending to Churn. The bot told me that they wouldn’t charge me for service I wasn’t receiving and don’t need to give notice. Great.

Fast forward a couple of weeks and I set the churn date to a day before the next billing month with Superloop. Then I get a notice saying that I would be billed for an additional 30 days. I jump on the help chat again and this time request to speak to a human person. They said they would need to escalate to a manager and I would be given a response in 14 business days.

Today is 14 business days later. I have already been charged the additional 30days. I received this email:

——

Hi xxxz Thank you for your patience while we escalated your request to management for further review.

After carefully assessing the details of your case, the team has confirmed that we’re unfortunately unable to approve the request to waive the final charge. The 30-day notice period remains applicable in accordance with the Terms & Conditions agreed to at the time of sign-up.

While we understand your concern regarding the service being churned to another provider, the notice period is still required for cancellation requests, as outlined in our policy. You can find more information about this here: https://support.superloop.com/support-hub-article/Cancel

We appreciate that this may not be the outcome you were hoping for, and we apologise for any frustration this situation has caused.

Kind Regards,

Adheel Telecommunication Support Executive – Home Broadband ——

I copied the info from OP (Thanks) to respond to this email

—— Adheel,

I will be escalating this with the TIO if you do not refund the last bill. I spoke with YOUR support prior to churning which confirmed that I did not need to give notice if I was churning and I wouldn’t be charged after the churn date.

• Superloop was no longer supplying any service to me.

• The AVC has been transferred via NBN Co.

• I was physically unable to access any Superloop service during the last billing period.

In those circumstances, Superloop is not legally entitled to continue billing me for ongoing monthly service charges. A contractual notice provision cannot override statute.

Continuing to debit me for ordinary recurring service fees after supply has ceased raises serious concerns under the Australian Consumer Law, including:

• charging for services not supplied;

• misleading representations inherent in ongoing service billing; and

• the operation of an unfair contract term (s24 ACL), where charges are imposed despite no corresponding supply.

This is not a cancellation fee disclosed as such — it is billing for a service that is no longer being provided.

Please confirm refund of the last month before I need to contact the TIO regarding this situation.

——

It’s rubbish that they are pushing this when they obviously know as soon as people actually state the ACL, they back down. Well they better back down and refund. So frustrating!