Utterly Unacceptable Service and Complete Disregard for Customer Loyalty

For what feels like the millionth time in the last year, I am again dealing with a company that clearly has no respect, no accountability, and absolutely no regard for its customers. Earlier this year, I went into one of your stores to resolve a very simple issue, reduce my costs or cancel one of my contracts, as I was paying for two and only using one. I was explicitly told by your staff that I could cancel the one closest to the end of its term, which would move the number I have had since I was a teenager to prepaid. I was assured that, once done, I could come back in-store to swap the numbers keeping my lifetime number on contract and moving the unused one to prepaid. I followed the process explained to me. On Tuesday, 05/08/2025, I went to the store to perform the swap only to be told this “Was no longer possible.” No warning. No alternative solution. A query was logged (*** at 16:21) and, unsurprisingly, after hearing nothing for nearly a week, I had to chase you down myself. Your so-called “customer care” informed me that the query had been actioned and closed without even the basic courtesy of informing me and that my request cannot be processed. The result? I am now trapped with a contract number I have no use for, paying every month for minutes, airtime, and data that goes to waste, while my real, long-term personal and business number, the one I’ve used for over a decade is left in limbo. You have single-handedly caused the complete breakdown of any trust I had in your brand. This is not just poor service, this is a blatant case of misinformation, broken promises, and sheer disregard for customer loyalty. You have effectively **** to me, wasted my time, and left me financially penalized for a problem you created. I will not quietly accept this. While I may be just one customer, I will make it my mission to ensure as many people as possible are made aware of how you treat long-standing, paying customers. Your actions speak louder than your marketing and they scream “we don’t care.” Your handling of this matter has suggested that customer loyalty means nothing to you, which directly goes against your so-called Vision Statement of: To be the first choice for customers because we put them at the heart of everything we do.