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Cheryl A

1 reviews | Active since Mar 2014

31 Jan 2024, 14:20

Me&YouMobile - *****-Billing for prepaid when services have been discontinued

I had a sim with Me&You Mobile which is advertised as a month to month contract. I cancelled the contract in December 2023. I visited their portal in January after receiving a call from debt collectors stating I owe I months subscription which made no sense as I had cancelled and did not receive any services from 1 December 2023. I advised the debt collecting agent that I cancelled the service and am under no obligation to pay as this was a month to month pre-paid service with no cancelation policy, If you don't pay - you don't have service. I also looked on their website and portal for any cancelation policies but found none, not even an email address to send to advise. I then logged a ticket on their portal to advise that I am not using their service and had cancelled on 1 December already by not paying for the prepaid service as per their adverti*****t and their portal. I then advised them to make sure that the cancelation is processed. on 24 Jan I received another SMS stating that I now owe them for 2 months, again this is prepaid service with no contractual obligation, no cancelation policies anywhere and also i have informed an agent and via the web portal that I no longer require their services and had cancelled in December on the first by no -payment and advised them.

The agent escalated the matter but no one got back to me and no one contacted me I am consistently just receiving messages that I owe money ? for what I don't know as i did not receive any services

Please be careful of these providers as they have no contracts by try to get money out of you for no service ---- for a prepaid service that i stopped using over 2 months ago.

I am going to give some time for response and then i am going to report this matter to the consumer council, the advertising commission and the consumer goods and service ombudsman.

0
Replies (3)
Me&You Mobile
Me&You Mobile's reply01 Feb 2024, 08:18
Official
Dear Cheryl ,

I Trust this finds you well , 

Thank you for bringing this matter to our attention, and we sincerely apologize for the inconvenience and frustration you have experienced regarding the cancellation of your contract with Me&You Mobile.


Upon reviewing your account and the details provided, it appears that there has been a miscommunication regarding the cancellation of your service. We understand the importance of resolving this matter promptly and ensuring that you are not charged for services you did not receive.


We acknowledge your efforts to cancel the service through our portal and your communication with our agents regarding the cancellation. However, it seems that there may have been an oversight in processing the cancellation request on our end.


Please be assured that we take your concerns seriously, and we are committed to resolving this issue to your satisfaction. Our team is currently investigating the matter further to ensure that the cancellation is processed correctly and that you are not charged for any services beyond the cancellation date.


We apologize for any inconvenience this may have caused and appreciate your patience as we work to rectify the situation. We will provide you with a detailed update and resolution as soon as possible.


In the meantime, if you have any additional information or concerns, please feel free to contact us at ***. Your feedback is valuable to us, and we are dedicated to ensuring a positive resolution to this matter.


Thank you for bringing this to our attention, and we apologize for any inconvenience caused. 

Kind Regards
Me&You Support Team

CA
Cheryl A's update04 Feb 2024, 11:20
Reviewer Update
I will await finalization of this query and thankyou for your response, once this is completely resolved I will adjust this rating accordingly.
CA
Cheryl A's update07 Feb 2024, 11:53
Reviewer Update
Me and You still sending me bills stating I owe for a prepaid service which i am no longer using, they not very helpful at all and treat customers badly. Non payment = no-service which is correct and the lies that you can cancel at anytime no HIDDEN costs is a lie, they advised me now they they have been billing me in arrears for a "prepaid service" but only for Nov 2023 which makes no sense.....so i have requested a COPY of my contract, a full statement from inception of policy and a response.......because no-one gets back to me. Its seems that service does not matter they only want money so be careful. They acknowledge that I canceled in December but apparently they only cancelled it on the 11th so that want to charge me for a full month plus Nov which i paid because someone neglected to do their job....or MEand YOU mobile does not understand the meaning of prepaid sim...I don't even have a device....? there are no cancelation policies on their portal for prepaid only for contracts with devices..... I will be taking this matter up with all bodies governing them as they cannot continue to rob people and put their own policies in place like they above the LAW......if you want a fight MEandYOU lets have one over your erors......
i am so done they dont even speak decently with a person..........sometimes be helpful and you can win over a client.........