Poor service

Poor service from supersonic, I received a mail from them indicating that the router should be returned however the cost of the courier will be for my account, if I don't respond to the mail they will bill me for the router. I was never told this when I took out the contract, when I emailed the agent Chaim Nordien questioning this, the reply I got was that they don't know it's in the TS&C's. I requested the docs to be sent to me it's gone 3 days now no response. Agents are *********** really and when I try calling them the lines are always busy you are on hold for more the 15 Min at a time.