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Terrible attitude to customer
I bought a monthly contract for a family member. The details page showed zero credit ( I'd authorised direct debit) and there was a tab saying "Top up" so I paid the initial fee topped up with £10 to start the contract. Despite saying in the small print that the £10 was only for this account they now claim a "top up" applies to a "PAYG" and can't be used for monthly payments or returned. " Non-refundable". We only bought a specific deal and didn't ask for anything extra so can't understand why this tab was on the page. Terrible response from their customer service. Intransigent. Say we should have put their own meaning on plain English words and it was our mistake. Switching out asap. Spusu are good for customer response Forgot to add it took 9days to get the SIM ( sent 2nd class) and now we have extreme difficulty with texting, often needing to resend 6 times. Terrible! I think their customer service department is hostile, argumentative, insulting and belligerent. Their app is useless and website hard to get anything out of- it's geared to selling stuff. Oh, and they have their own definition of " unlimited" buried deeply in their "conditions". 3000 minutes ( or parts thereof) and texts. Stopped my disabled sons calls mid- month because he'd kept dialling his carers' answerphone. Without warning! . Just read their response. Usual platitudes and excuses. Implying the customer is stupid. Their "conditions" are as clear as mud , the snags deeply buried and as far away from "fair" as they can be. Our entire family is switching to fairer providers (Spusu and Lebara) and we'll be well rid of this nightmare bunch. And the texting problems lasted for several days (at least 3days from when we first realised) . 9 days to get the SIM and 3days + to fix a network problem are hardly swift. We still have unexplained delays on dialling and call cut-offs.