I need to be very clear about the issue, because at this stage I am being financially disadvantaged due to a known problem between Exetel and Superloop that was not disclosed to me at the time of entering the agreement.
I agreed to the contract on 13th January on the basis that my Exetel mobile service would be ported across and billed at $25 per month, and that I would receive the applicable bundle discount $5 month
Because Superloop has since advised that Exetel numbers cannot be ported over, I am now paying more than what I contractually understood I would be paying. Specifically, I am disadvantaged by $10 per month, totalling $60 across six months.
This situation has occurred solely because Superloop failed to communicate that Exetel numbers cannot be ported at the time of agreeing to the services.. It is unreasonable for customers to be penalised for an internal limitation between Exetel and Superloop, particularly when this limitation is known to the organisation. If this is a known issue, then appropriate contingencies should already be in place to ensure customers are not financially impacted.
I entered this agreement in good faith. Instead, I have been placed in a position where I am paying more than the agreed value due to circumstances outside my control. This is not acceptable.
Support responses are scripted, repeated and not helpful in providing any financial refund to resolve Superloop’s inability to deliver the service as agreed.
They have failed to meet their contractual obligations whilst i am forced to pay more.
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