Sumo (Telco)

Complaints

When encouraged to enter a 2-year bundle contract Feb 2023 I explained to a Sumo representative that I was not keen because I would probably be relocating within the 2 years. I was assured the relocation of my energy and telco services would be seamless. When I called Sumo to change my address details in the last week of May this year for a move not far from my original address it was not made clear to me that the relocation of my internet services would be complicated without a black box at the new address and that it was imperative for me to check this information before the move. In the week of the move, I received a message about reactivation which I did not respond to until the day of the move. During the phone call to Sumo, it was apparent that my new location details had not been updated which took some time to resolve. Then when I had to explain several times to the Sumo rep that I could not find a black box at my new address, she informed me that it could take up to 10 days or more before I would have internet access. When I became upset because of the impact to my ability to work from home and at the lack of clarity provided around the issue when I first made contact with Sumo to relocate, her response was "whose decision was it to relocate?" A highly inappropriate response in a very stressful situation. I ended the call then the rep called back saying there would be a relocation fee because there was no black box at my new address. I have been asking Sumo to waive the fee for a month. When I spoke to a supervisor Wednesday 12th June to connect the black box and asked if there would be a charge for "this" a number of times she assured me there wouldn't be. When I called a few days later to connect the internet and asked for assurance again that I would not be charged a relocation fee I was advised that the only way Sumo would waive the fee was if I agreed to extend my contract. I responded that this was unconscionable and a form of economic duress. When I suggested I would contact the Ombudsman, the supervisor's response was that "in that case Sumo would not investigate the matter any further". I explained that this was also unconscionable. The number of calls and wait times along with the nature of communication from Sumo's representatives around this issue has caused much stress. They have subsequently charged via my direct debit for the relocation fee. I would like the fee refunded.