Clear access Fiber

My son has been with them since the 4 April 2022. We have been given ticket number concerning the up and down speed, as speed is very low we are paying for 50up and 50 down. After contacting Metro my self this morning and where told no communication from Clear access concerning our problem. What is wrong with these people why are they not interested in customer satisfaction or are they only take the money. *******ion of the first degree