Forum: Charged for broadband contract despite early termination notice

I was a ViewQwest subscriber under a one-year prepaid broadband contract from February 2025 to February 2026, with the full annual fee paid upfront. In early January 2026, I formally informed the provider that I would not be renewing the contract when it expired.

Despite this, I received an invoice for another full year of service starting after the contract end date, with notice that the amount would be charged to my credit card on Jan 13. I contacted the provider to dispute the charge but was informed that it was the company’s policy to bill customers in advance until the equipment (a modem) was returned, and that any refund would be processed only several weeks after.

I reviewed the terms and conditions but could not find any clause that allows advance billing for a service that was not renewed, or that requires equipment return before contract expiry to avoid such billing.

I was also informed that stored credit card details could not be removed from the customer portal. I escalated the matter to the Infocomm Media Development Authority, as I was concerned that such billing practices could have broader consumer implications, but was advised that this was a commercial matter to be resolved between the parties.

As I was dissatisfied with how the termination and billing were handled, I chose to end the relationship earlier by returning the modem on Jan 23. I have yet to receive the refund.

I share this experience to encourage consumers to scrutinise termination and billing provisions before signing up for prepaid contracts, and to highlight the importance of clearer and more transparent practices by service providers.

Cheah Chi Choy