Unfair Termination Fee / No Service by Superonline

Since April 18, 2025, our Superonline fiber home internet has been down due to a technical fault in our area, and we have not received any service. Our customer representative keeps stalling us, saying the issue still persists. It has now been exactly 4 days. When we try to cancel our subscription, they inform us that a termination fee of ₺5500 will be charged. However, when I called earlier, I was told that if the service interruption exceeds 24 hours, the subscription could be canceled without any termination fee. The representative I just spoke with, Mrs. A***, now insists that I will be charged a total of ₺5500 to terminate the subscription. How is this possible? I have not received any service for 4 days and yet I am not allowed to cancel without a penalty. I demand that the company take responsibility and compensate for this grievance.