Poor support experience

Hi Axxess Team,

I’m writing to express my disappointment regarding my fibre line speed and the recent support experience.

My line was upgraded to 200/200, but I have never once received these speeds. When I finally called in today to query this, I was informed that my line actually needs to be downgraded to 150/150, which I was fine with — however, it would have been appreciated if this had been communicated to me much earlier.

I was then transferred to the Finance Department to request a reimbur*****t for the 200/200 service that I paid for but never received. Unfortunately, the call was placed on hold and then disconnected, with no follow-up.

I’ve been a loyal Axxess customer for many years, and this has been by far the most frustrating experience I’ve had. I’d appreciate it if someone could please:

Review my account and confirm the effective date of the downgrade, and

Arrange reimbur*****t for the period I was billed for the 200/200 service but did not receive it.