Δημήτρης

Aug 4, 2022

Many problems. Useless customer support system. Ignorant and useless customer support agents.

Hey everyone. Here is my experience with this company up to this point that I'm completely fed up with them. I will try and keep it short but I don't make any promises. Also thank you for your understanding in my writing. English is not my mother language so please excuse any mishaps. So my opinion... stay away from his company or be prepared for a lot of problems and a lot of patience... In the beginning everything was working as it should (mention I am a customer of them for the last three years). I was paying, I was using my data, my minutes, all were good (except that at one point my first number was cancelled out of the blue and I couldn't use it and they neither could do anything about it for some reason, nor they knew anything about it, and that in my second number I'm still waiting for them, since last October, to fix my SMS sending/receiving problem. But these are completely different stories). That was until April where I decided to not update my usual bundle but to go for a 6month offer they had with a new bundle. And then all hell broke loose (case 90542973 just in case anyone was uncertain I'm telling the truth). Their system wouldn't activate the new bundle-offer with credits, but they didn't mentioned that anywhere, and then out of the blue their system activated both bundles (old and new) at the same time (seconds difference between the system's messages I got), they spend all of my credits in the process, they charged me for the new bundle as well and then I had to deal with their horrendous customer support service (only during the day hours, stupidest or most ignorant people on planet Earth making calls almost impossible to make anything out of them, their chat-window is too small on purpose so it is difficult for you to keep track of the conversation or to save it with screenshots -since they say that they cannot send you the conversation which is a lie because they have done it in another case where I didn't ask of it-) which they couldn't (or wouldn't...) understand that this wasn't my fault, but their system's, and saying that there was nothing they could do and that I did the activation of both bundles (which was physically impossible), despite all the evidence I provided (screenshots of my calls, screenshots of my conversations with them, screenshots of activation messages, of bank account payments etc. You got the point). These were their responses until I got really upset and started the offence asking to speak with a manager. They tried to avoid it meticulously but I was firm in this so they told me that I should send an email which I did providing all the information. They again tried to avoid any responsibility and only after threatening them with taking this to the court started to provide me with proper responses and started to analyse the whole situation offering me partially my credits back and finally returning all the credits back and even some more as a sorry gesture (kudos to them for that). But that took over 5 weeks... where I had to buy AGAIN anew the new bundle-offer and then wait to sort this out. Fast forward to today which is what I wanted to address in this post anyway. Being in the new offer-bundle for the last 4 months everything returned to normal until yesterday when my internet stopped suddenly and I didn't know why. I came back to my place and I found out that their system right before or right after the renewal for August started charging me packages of 40MB every few minutes, during the day or night or even very early in the morning (eg 4:30 in the morning) until all of my package's data were depleted. Their system didn't inform me about it (depletion) but started charging my credits (had 415SEK into my account), I figured out that it was their system's problem AGAIN and not an app of my mobile, because the moment my free data were finished instead of 40MB it started charging 3,33MB (exactly 4SEK every charge) every few seconds or minutes until even my credits were gone. Coming to today speaking in their chat (didn't bother with their calling center) with Kiran (not a very bright guy I must say since this isn't the fist time I'm dealing with him), resulting after 45 minutes of writing that he doesn't see anything wrong in my number. This is exactly the same behaviour with the previous problem. I don't have a case number yet because I just sent them an email for the new case. I will get back with the new case number. My opinion is this. If you don't want to deal every now and then with unbelievable technical problems and very poor customer support where you try to prove that you are not an elephant, then pay a few more money and go to another company. I 've definitely started to consider it after this BS I'm dealing with them... And depending how they will treat me this time I will speak with a lawyer for sure... I will come back with more.