topic Re: Cancellation request we didn't make? in Billing

Cancellation request we didn't make?

dal1978 — Wed, 15 Oct 2025 14:00:13 GMT

I received a "We'd love you to stay with us" e-mail last night and when logging onto my account it also says there is a cancellation request processing with the cease date being 28/10. Its all rather confusing and whilst I called customer services saying I have not made such request, they just said callback on the 28/10 but given how difficult it sometimes is getting through to them I worried it'll just cease and I'll be left looking for another provider.

Having been a customer since around 2007 (and touchwood very few problems) I'm a little confused and bewildered how its been handled.

Re: Cancellation request we didn't make?

Divsec — Wed, 15 Oct 2025 15:04:32 GMT

Hi @dal1978 did the email you received give you any numbers to call if you did "change your mind"?

Re: Cancellation request we didn't make?

dal1978 — Wed, 15 Oct 2025 15:54:11 GMT

Yes I called customer services who told me to call back on the 28/10 - I wasn't too convinced by this so hence my post. I have since received a text telling me it was an error but I still have the Pending Cancellation in "My Package & Add-ons" so I won't completely breathe a sigh of relief until that goes.

Re: Cancellation request we didn't make?

Billx — Wed, 15 Oct 2025 20:34:16 GMT

Hi, @dal1978

If 'there is a cancellation request processing with the cease date being 28/10', still in your 'MyAccount',

I think you should call them back, and insist that they remove now.

Re: Cancellation request we didn't make?

Mandisa-TT — Thu, 16 Oct 2025 08:28:02 GMT

Hi @dal1978 Thank you for reaching out and sharing your concerns. I understand how confusing this situation can be,

I have gained access to your account and can confirm that a cease was indeed placed on your account. However, I assure you that it was cancelled as of yesterday, 15.10.2025. You should not experience any interruption in your service.

I appreciate your long-standing loyalty as a customer since 2007, and I’m sorry for any confusion this process has caused. If you have any further questions or need assistance, please feel free to reach out.