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- 11 Jan 2004
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I have 4 PAYG SIMS with Three, one for me and one for each of my lads.
Because they were <18, I had them all in my name but a few weeks ago, I decided to swap the eldest lad's SIM into his name.
I rang up expecting it to be a simple change of details on their system.
Turned out they wanted to cancel the existing SIM and send out a new one in his name.
I asked if the credit he had on his phone would be transferred over as he had just bought a £10 Add-on.
Yes, I was told, it would be transferred over,
So, a few days later, he gets his new SIM. Puts it in. No credit.
I ring up and give my details and get told that I cannot talk to them about the account as it is now in my son's name. I insist that he deals with me as the credit that was lost was on the SIM when it was in my name.
After a lot of faffing around, I get told that the credit has been lost and there's nothing they can do.
I ask the guy to ring my son and explain this to him, but unfortunately, my lad thought it was a spam call and put the phone down...
I ring up another day and another chap apologises and says that they normally advise customers to use up credit or add-ons before switching ownership. Sadly, he says he can't help because he is not authorised to reinstate credit.
Earlier last week, I filled in an online complaint form. It told me in three working days I or my lad would hear from them.
Today, nothing, so I rang again. I explained I had spoken to many people who had all told me that I had lost the credit and sorry, there was nothing they could do. I asked if he could reinstate the credit or, if not, could he put me through to someone who could. I told him I had 4 SIM cards with them and was a loyal customer, topping up for many years and I was on the verge of asking for PACs so I could move to a different provider.
So what do you think the guy focused on? Trying to sort out the credit so I don't leave, right?
WRONG! I could hear his eyes lighting up over the phone at the sales opportunity.
"How many SIMs, did you say?"
I have to confess that I lost it here. I was polite and did not swear, but raised my voice a tad:
"I can't believe you have received a customer complaint call and you are trying to turn it into a sales opportunity to make commission!"
I demanded to be put through to Customer Complaints. The guy must have been a bit flustered as I heard his conversation with Complaints: "Please deal with this guy before he has a heart attack...."!
The complaints guy put me on hold to check the history, then came back on and said it was very important that I was happy because I was a loyal customer for many years and would I be satisfied if they credited my lad with £5?
I couldn't quite believe my ears and had to ask for the amount again.
"My son has lost £10 credit through your poor advice and you want to replace it with £5?"
"We want you to be happy and as a final gesture of goodwill, we will raise that amount to £10. Are you happy?"
What a fiasco!
Because they were <18, I had them all in my name but a few weeks ago, I decided to swap the eldest lad's SIM into his name.
I rang up expecting it to be a simple change of details on their system.
Turned out they wanted to cancel the existing SIM and send out a new one in his name.
I asked if the credit he had on his phone would be transferred over as he had just bought a £10 Add-on.
Yes, I was told, it would be transferred over,
So, a few days later, he gets his new SIM. Puts it in. No credit.
I ring up and give my details and get told that I cannot talk to them about the account as it is now in my son's name. I insist that he deals with me as the credit that was lost was on the SIM when it was in my name.
After a lot of faffing around, I get told that the credit has been lost and there's nothing they can do.
I ask the guy to ring my son and explain this to him, but unfortunately, my lad thought it was a spam call and put the phone down...
I ring up another day and another chap apologises and says that they normally advise customers to use up credit or add-ons before switching ownership. Sadly, he says he can't help because he is not authorised to reinstate credit.
Earlier last week, I filled in an online complaint form. It told me in three working days I or my lad would hear from them.
Today, nothing, so I rang again. I explained I had spoken to many people who had all told me that I had lost the credit and sorry, there was nothing they could do. I asked if he could reinstate the credit or, if not, could he put me through to someone who could. I told him I had 4 SIM cards with them and was a loyal customer, topping up for many years and I was on the verge of asking for PACs so I could move to a different provider.
So what do you think the guy focused on? Trying to sort out the credit so I don't leave, right?
WRONG! I could hear his eyes lighting up over the phone at the sales opportunity.
"How many SIMs, did you say?"
I have to confess that I lost it here. I was polite and did not swear, but raised my voice a tad:
"I can't believe you have received a customer complaint call and you are trying to turn it into a sales opportunity to make commission!"
I demanded to be put through to Customer Complaints. The guy must have been a bit flustered as I heard his conversation with Complaints: "Please deal with this guy before he has a heart attack...."!
The complaints guy put me on hold to check the history, then came back on and said it was very important that I was happy because I was a loyal customer for many years and would I be satisfied if they credited my lad with £5?
I couldn't quite believe my ears and had to ask for the amount again.
"My son has lost £10 credit through your poor advice and you want to replace it with £5?"
"We want you to be happy and as a final gesture of goodwill, we will raise that amount to £10. Are you happy?"
What a fiasco!
