Complaint Regarding Sim Card and Poor Customer Service

Dear Mr. Price Customer Service Team,

I am writing to express my dissatisfaction with the service I have received regarding my store account and the associated sim card.

When I opened my store account on 26th November 2024, I was offered a store sim card, which I explicitly stated I did not need.

On 26 November 2024, I opened a new store account and was offered a store SIM card. I clearly communicated that I did not need it, and I was assured that the SIM card would only be activated if I chose to do so after a call from the agent. However, when I went to collect my card at the Southgate branch, I was given the SIM card by the store assistant, who informed me that it was part of my credit store card. She also mentioned that I could only cancel the SIM card after 30 days.

I was informed that the sim card would only be activated if I received a call from an agent and chose to activate it. However, when I visited the Southgate branch to collect my store card, the staff member handed me the sim card and stated that it was part of the credit store card. She also mentioned that I could only cancel the sim card after 30 days.

On 30 December 2024, I attempted to cancel the sim card by calling your customer service line. Unfortunately, I was transferred multiple times, placed on hold for over 50 minutes, and eventually ran out of airtime without receiving any assistance.

I tried again on 2 January 2025 but faced the same issue, with no resolution to my concern.

This experience has been extremely frustrating and unacceptable. As a new customer, I expected better service from Mr. Price. I kindly request that:

The sim card associated with my account be canceled immediately. Confirmation of the cancellation is provided in writing. An explanation is given regarding the poor service I received.

I am extremely disappointed with the lack of support and the difficulty I’ve faced in trying to cancel the SIM card. I would appreciate it if this issue could be resolved promptly, and I would like confirmation that the SIM card has been canceled. Yesterday I went to Mr Price Home and the lady assisted and we called cancellations, they advised that it takes 30 days to cancel. I don't understand why I should wait that long for something that I did not even apply or opt in for.

I trust that you will resolve this matter promptly. Please contact me at your earliest convenience via email or phone to confirm the steps taken to address my complaint.

Thank you for your attention to this matter.