Request #621596 (web widget enquiry 613889)

I escalated a query via their website on 2 November 2019 (web widget enquiry 613889). Our connection was suddenly non-existent after months of using it with NO problems. I was told that we are not within the coverage area (strange, as it worked fine before) and that it would be 'escalated'. They claimed they had tried to contact me, but I had no missed calls on my phone.

On 5 November they sent me a customer service email to rate the service (that I had NOT received). I used ZERO data for the month of November, emailed them countlessly to follow up for feedback and indicated that I would not be paying for a service that I am not using (and of course, they STILL deducted the money from my account, because there is no way to cancel your credit card on their system - you can only cancel the SIM, which I didn't want to do until the query had been 'resolved'). I have a feeling that they will still deduct the money from my account even if I do cancel the SIM.

I had high hopes for this ISP when it started off - with affordable data and wonderful deals, but their attrocious lack of customer service has left me despondent and angry.