Ongoing Issues with PowerFlex Package & Unacceptable Customer Support

I signed up for the PowerFlex package with the understanding that payment would be automatically debited from my credit card, as advertised. Unfortunately, this has not been the case, and I’ve experienced ongoing issues with the automated deduction not going through as expected.

Despite multiple calls to customer support, not a single agent has been able to provide clarity or resolve the matter. What’s even more concerning is the attitude of management—who have, on more than one occasion, hung up the phone when I asked for timelines or pressed for accountability.

I was given a service reference via SMS, but even that has proven useless, as no one seems able to work with it or provide an update based on it. To make matters worse, I’ve now been told that a SIM swap is being processed without my consent and with no prior discussion of this in any of our interactions.

At this point, it feels like I’m doing the job of a call centre agent myself—chasing answers, escalating issues, and trying to resolve something that should have been handled efficiently from the start.

I expect an immediate response with a resolution timeline and clarity on the following:

Why the automated debit has failed multiple times.

Why the reference number provided is not being used effectively.

Who authorised the SIM swap and why it was initiated without my consent.

Please treat this matter with urgency.