Hello,
I'm sorry to hear you had difficulty getting connection with your services. I have had a chance to review your account with my manager. What we see is multiple attempts at sending a ticket to our vendor to correct this issue, however our vendor never responded to any of our requests; stopping any fix to this issue. Since our vendor never responded to any of our requests to fix your issue we were never able to get this fixed and connected.
Now I do have to tell you, for the most part yes you were advised correctly from our phone agents, as per the terms and conditions we do need to troubleshoot a connection prior to refund. However in this case, we never received a response from our vendor to fix this after sending multiple requests to them. Negating any fix to this issue.
As I said I have been speaking to my manager about this and we are going to provide a full refund for this issue. As there was no resolution when there should have been. If you can check your post in the Direct Forum »
/forum ··· avdirect I have left some more information for you.
Thank you for your patience while we looked into this matter for you.
Anymore questions please let us know.
Thank you
TSI-Ashleigh