Pathetic Customer Service

Quite honestly the most pathetic service I've received, on a continuous basis. You migrated my contract however the sales agent provided incorrect information and I have been overbilled for over 18 months. I disputed this over a year ago, which was sent to the rewards team. It took ages for feedback. I was told they tried to contact me, I tried calling back and the system was down.

I called again in Jan 2023, after having to reexplain everything again, because you the agents don't bother leaving notes, I was again put through to the rewards team. I again explained everything, I was then advised that my dispute was investigated and that I won the dispute.

It goes to show how ********* your organisation is. I won a dispute a year ago and had originally requested to be migrated to my old package from inception. Instead of actioning that when I won, you continue to overcharge me for another year and make no further attempts to contact me throughout the year.

You are legally not allowed to debit me the amount you have been, as admitted by you, the sales agent provided incorrect information which means that my entire quote is invalid. Therefore, you voice logged debit order mandate is ******* too.

Anyway, the rewards team says that the retentions team will review backdating the migration to inception, when I called them on 2023/11/11. I was told I will get a call in 24 - 48 hours. It was no surprise when once again I didn't get feedback. Anyway, I called again last week, went through the entire process again (because your agents don't leave notes between the various departments), only to be told that the request has not been actioned by retentions and that it was escalated. This was a week ago, still not a call from you guys.

I'm beyond frustrated and I don't have the time to keep on phoning you. The next step will be legal action, and messages to your executives. Please don't call me unless you have thoroughly investigated this and my request for a backdated migration and refund has been fulfilled. You can view RCO328542 with the rewards team for details.