POP Telecom review: Fibre Broadband

I am submitting this complaint regarding POP Telecom's handling of my broadband cancellation.
On 26 May 2026, I contacted POP Telecom to cancel my broadband service because my new broadband provider had taken over the service. During that call I was informed that the cancellation had been completed.
However, I later discovered that the account had not been cancelled. A further payment was subsequently taken from my bank account, including charges at the higher out-of-contract rate. I also did not receive the usual billing notification beforehand.
After discovering the issue, I contacted POP Telecom several times. On multiple occasions I was told that a member of the relevant team would call me back. No callback was received.
I have now submitted a formal written complaint requesting immediate cancellation, an investigation into the failure to process my original cancellation request, copies of any account notes relating to the call on 26 May 2026, and a review of the payment taken after my cancellation request.
My concern is not only the payment itself, but also the repeated failure to process the cancellation and the lack of follow-up despite multiple promised callbacks.