Horrible Customer Service!

I have been trying to cancel my contract for weeks on end. My dad lost his income due to COVID and therefore we cannot afford to pay the monthly fee (yes, even the 20% of a freezed account). The first time I contacted them telephonically the consultant told me that there is no compensation for COVID related loss and that I would need to pay the full cancellation fee regardless. Thereafter I heard from multiple people how their contracts were cancelled for free due to the same problem I have, so I decided to call again. This consultant then told me that if I can email them with documentation that proves that my dad has been retrenched, they WILL cancel my contract with no fees attached. I then emailed the correct documents and waited for a response.... for days!! Eventually a guy called Rudy answered my emails stating that I would still need to pay the cancellation fee and when I followed up asking him to check my recorded phone call where the consultant said the opposite I received absolutely no response. It’s been 14 days with no response.

The customer service is absolutely shocking. They would do anything to wring every last cent out of you. Disgusting.