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Ipswich, GB

3 Reviews

trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

CUSTOMER SERVICE 0 OUT OF 10. Beyond a joke

My partner had a mobile internet contract with them but since moving in with me had no need for it. He called at the end of June to give 30 days notice and was advised to call back after the 25th of July to give immediate notice and to ensure no more payments were taken. He called back on the 28th of July (today) and was told that he had been misinformed and that the call he was making was his notice period and another charge would leave his account. After 36 minutes to a premium rate number, the advisor finally said that the earliest he would be able to cancel is the 30th of August anyway as this was the expiry date. My partner queried why the charge could not be over looked due to loyalty and the fact he had been paying for a internet connection he hadn't used for about 4 months. He was informed by the member of staff that loyalty only meant something to them when they were taking out new contracts to get better deals.
When my partner asked to speak to a manager or a supervisor, he was conveniently told they were in a meeting until close of the call centre and a call back would be scheduled for between 24 and 48 hours. When my partner advised that this would not be convenient due to his working hours, he was basically told tough luck.
The advisor kept pressing the mute button while my partner was talking so about 15 minutes was spent repeating himself.
It was absolutely disgusting how he was treated and to be told outright that loyalty only counts when you want to spend more money is beyond a joke.
2
Innocent Smile and John Mathews found this review useful
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