Mobile phone company help
Discussion
My phone has been barred from making calls, the background.
Monthly contract of £59 for unlimited calls and texts, data around 8gb. I make a lot of overseas calls and bill averages around £200 or £300 a month. On Monday 13th I received a text to say I had high usage and I needed to make a payment or acknowledge. I chose acknowledge as I was aware of the usage and the bill was not due for another 10 days. The next morning my phone did not work and a bar had been placed on calls and data. I made a payment of £250, total outstanding bill was about £390 but I thought paying an arbitrary amount over the minimum would sort the issue out. Phone still barred. Called 191 and explained the issue, no problem I was told, we will remove the bar immediately, just wait 15 minutes and reboot the phone.
I have now been in an endless cycle for the last 14 days of calling the provider (no names but I live near Newbury) every day, spending 3 hours at a time explaining that my phone is still barred from making calls. Same response every time, we will raise an order to remove the bar, SLA is 24 hours. Escalate, super users working on it, etc, etc, etc. It appears that the work ticket gets cancelled and the bar never gets removed. I paid the full bill for May before it was due and I have also paid all fees above my monthly bundle for June despite these not being due until 20th July.
Seriously the worst customer service (also verified independently by Which) I have ever experienced, they have told me to just go and get a Pay as you go until the issue is resolved. Only 1 person has so far called me back despite many promises. No updates, blatant lies and shocking lack of ownership of the issue. I have contacted OFCOM but they have said I need to wait 8 weeks before they will even look at it. Cannot even port my number onto a new provider as I have an open ticket they cannot resolve.
Nightmare.
Anyone have a contact in Newbury that may be able to help?
Monthly contract of £59 for unlimited calls and texts, data around 8gb. I make a lot of overseas calls and bill averages around £200 or £300 a month. On Monday 13th I received a text to say I had high usage and I needed to make a payment or acknowledge. I chose acknowledge as I was aware of the usage and the bill was not due for another 10 days. The next morning my phone did not work and a bar had been placed on calls and data. I made a payment of £250, total outstanding bill was about £390 but I thought paying an arbitrary amount over the minimum would sort the issue out. Phone still barred. Called 191 and explained the issue, no problem I was told, we will remove the bar immediately, just wait 15 minutes and reboot the phone.
I have now been in an endless cycle for the last 14 days of calling the provider (no names but I live near Newbury) every day, spending 3 hours at a time explaining that my phone is still barred from making calls. Same response every time, we will raise an order to remove the bar, SLA is 24 hours. Escalate, super users working on it, etc, etc, etc. It appears that the work ticket gets cancelled and the bar never gets removed. I paid the full bill for May before it was due and I have also paid all fees above my monthly bundle for June despite these not being due until 20th July.
Seriously the worst customer service (also verified independently by Which) I have ever experienced, they have told me to just go and get a Pay as you go until the issue is resolved. Only 1 person has so far called me back despite many promises. No updates, blatant lies and shocking lack of ownership of the issue. I have contacted OFCOM but they have said I need to wait 8 weeks before they will even look at it. Cannot even port my number onto a new provider as I have an open ticket they cannot resolve.
Nightmare.
Anyone have a contact in Newbury that may be able to help?
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