So this month I log into my Supersonic account and notice my invoice is higher than usual. R499 instead of R399. Weird, I think. Maybe a mistake.
Then I dig deeper.
My package now says "500GB Capped."
Hold up. I signed up for uncapped. October 2024. Month-to-month. R399. I even called them in November last year to check everything was fine, and they assured me it was.
Now suddenly I'm on a capped package, paying 25% more, and—surprise—I hit that cap (because my usage hasn't changed) and my internet dies. No warning. No top-up option. Just dead.
I contact support. They say: "Oh, notice was sent in December."
I check my email. Spam folder. Trash. Nothing. And even if something landed there, it definitely wasn't a big flashing sign saying "HEY, WE'RE CHANGING YOUR ACTUAL CONTRACT AND YOU HAVE RIGHTS."
SO I STARTED DIGGING INTO THE LAW
Turns out, what they did is not just annoying. It's actually unlawful. Here's the short version:
· The Consumer Protection Act Section 48 says if a company wants to make a material change to your contract (like going from uncapped to capped), they have to tell you clearly and give you the chance to cancel without penalty. And you actually have to agree to it in writing. Silence doesn't count. Paying your bill doesn't count.
· The ICASA End-User Charter says they have to give you 30 days' written notice of any major change. A line on an invoice doesn't count. A newsletter buried in your spam doesn't count.
· And here's the kicker: Section 48(3) says the change literally does not take effect unless you expressly agree in writing. I never signed anything. So in the eyes of the law, I'm still on uncapped at R399.
· Oh, and cutting me off for exceeding a cap I never agreed to? That's unlawful service suspension under the ICASA rules.
SO I SENT THEM AN EMAIL
Not a rant. Just facts. Cited the actual sections of the CPA. Attached my old invoices. Laid out exactly what I wanted: restore my uncapped at R399, remove the cap, fix my invoice.
Their response?
A generic "we understand price increases are frustrating" email that completely ignored everything I said. Pretended I was just complaining about the price going up. Didn't mention the package change. Didn't mention the consent issue. Didn't mention the service cutoff.
Classic corporate gaslighting.
SO NOW I'M ESCALATING
Here's the thing I've learned: companies do this because they're betting most people won't fight. Won't know the law. Won't have the energy.
But I do now. And so do you.
If this has happened to you—and judging by some other reviews here, it has—here is exactly what to do:
Step 1: Check your invoice right now.
Look at what package it says. Compare to your old invoices. If it changed without you signing anything, you are not bound by that change.
Step 2: Send them a proper email.
Addresses:
[email protected],
[email protected]
Subject: FORMAL DISPUTE – Unlawful contract change – CPA Section 48 – Account [Your Number]
Say:
· I never agreed to this change in writing.
· CPA Section 48(3) says the change is invalid without my consent.
· I demand my original package back at the original price.
· You have 48 hours.
Step 3: If they ignore you or send a nonsense reply, go to the regulators.
Who Email What they do
ICASA
[email protected] Licence enforcement, unlawful suspension
NCC
[email protected] CPA violations, fines
Ombud
[email protected] Binding rulings, compensation
All free. All exist exactly for situations like this.
Step 4: Name them publicly.
HelloPeter. MyBroadband. Twitter. These companies care about reputation. Your post educates the next person.
WHERE I'M AT NOW
I gave them 24 hours to fix it after their nonsense reply. Clock is ticking. Regulator complaints are drafted. Bank chargeback is ready. If they don't sort it out by tomorrow, I'm hitting send on all of it.
I'll update this thread when something happens. Meanwhile, if you're in the same boat, drop a comment. Let's see how many of us there are.
TL;DR:
· Supersonic changed my uncapped to capped without asking.
· CPA says that's invalid without my written consent.
· They ignored my complaint.
· Now they get to deal with ICASA, NCC, and the Ombud.
· Check your invoices. Fight back. You have rights.
