Beanies should handle accounts not customers

My account got suspended when it was actually paid

Extract from my mail sent to them

Been holding on the call centre line for 20 minutes no joy. Actual got cut off .

Why is my link down?

Spent at total of 58 minutes on my mobile.

I received an SMS to say I have been suspended ?

Couple of client centric questions from my side 1. Why haven’t I been contacted on my phone regarding this? Call or SMS. 2. Do you normally cut people after hours and not during normal office hours? (Process mistake #1) 3. Just after 8 days into the month? I can understand 30 days as most service providers. (Process mistake #2) 4. I have been a customer with no issues and a clear track record for years with yourselves. (Process mistake #3) I assume you have access to this point? 5. More disgusting is the fact that I’m staring at my bank account and you were paid on the 26 of march ! (Process mistake #4, 5, 6)

I find this even worst that it happens over a period where the nation is in isolation, due to covet. Such a comfort to know that if I was in hospital due to the pandemic, Home Connect would of cut me off 8 days into the month when my family would have been so dependent on the internet. Well done! Great patronage.

I suggest that your account persons goes and speaks to your marketing exec that recently provided Home Connects customers with a free bandwidth upgrade for two months. All his great client centricity has gone out of the window due to some “beanies” with a lack of proper processes in there department.