topic Re: Complaints about ontopup in Pay as you go

Complaints about ontopup

at3388 — Tue, 01 Mar 2022 14:12:12 GMT

Anyone know who I write to for a formal complaint about ontopup.com? Constantly fobbed off about an invalid vouchrr problem and they won't give me address of regulatory body or ombudsman to complain to

Re: Complaints about ontopup

XRaySpeX — Tue, 01 Mar 2022 14:50:17 GMT

Use EE for top-ups.

Re: Complaints about ontopup

Leanne_T — Tue, 01 Mar 2022 15:44:31 GMT

Hi there @at3388

Thanks for coming here 🙂

The website does have a Help section you can contact services to get this looked into.

Thanks.

Leanne.

Re: Complaints about ontopup

at3388 — Tue, 01 Mar 2022 22:36:24 GMT

I need to complain about ontopup.com- not to them? They have not answered complaints properly despite several emails and keep delaying or giving irrelevant responses

Re: Complaints about ontopup

XRaySpeX — Wed, 02 Mar 2022 01:54:40 GMT

It's them you still need to complain to. It was their site you have been using, not EE's.

Re: Complaints about ontopup

at3388 — Wed, 02 Mar 2022 08:34:41 GMT

Maybe I've not been clear- I have no complaint with EE. I have already complained to ontopup about a top up voucher that was indicated as invalid and did not work on purchase or several fruitless enquiries and complaints to ontopup over two weeks.

I wish to complain ABOUT ONTOPUP.COM. assuming they have a regulator or ofcom or similar--which EE does when customer complains and the independent body then investigate complaints about a company? All I want is to find out who I contact ABOUT ontopup.com

Re: Complaints about ontopup

MozzaSec — Wed, 02 Mar 2022 09:15:51 GMT

When it comes to a 3rd party website then your complaint would need to go through Trading Standards and for failure to deliver a service a chargeback from your bank.

There is no recourse through the ombudsman service...

Re: Complaints about ontopup

BrendonH — Wed, 02 Mar 2022 10:17:15 GMT

You complain to ontopup.

EE doesn't own them so can't do anything about your complaint about them.

Re: Complaints about ontopup

at3388 — Wed, 02 Mar 2022 13:38:31 GMT

I am not asking EE to do anything - I am asking the EE community if they know who I would write to! If my complaint was about EE and they didn't resolve it then I could escalate to the ofcom or ombudsman. So presumably ontopup have a similar higher authority I can contact? After all it is something affecting EE customers who buy these top ups even though EE are not at fault

Re: Complaints about ontopup

at3388 — Wed, 02 Mar 2022 13:43:38 GMT

This is helpful thank you!

and just a word of caution to EE customers...ontopup charge an extortionate admin fee for buying a top up voucher. Then you still have to process it via EE-and if it doesn't work ontopup refuse to answer complaints properly or deal with the problem. Only with EE help did it eventually get resolved but these 3rd party service companies should be held accountable.

Re: Complaints about ontopup

MozzaSec — Wed, 02 Mar 2022 13:48:51 GMT

Have a look at mobiletopup.co.uk as they seem to have a good reputation and I have used the in the past.

And they only charge £1.49

Re: Complaints about ontopup

Gareth43 — Wed, 02 Mar 2022 15:23:00 GMT

Why does anyone use top up company’s and pay fees when you can top up for free with the actual provider. Paying someone to top up yre phone doesn’t make sense to me

Re: Complaints about ontopup

boltonian45 — Sat, 19 Aug 2023 09:15:01 GMT

Cost me £11.89 for an invalid voucher - daylight robbery!

Re: Complaints about ontopup

michaelw1 — Wed, 20 Mar 2024 06:51:23 GMT

Yeah I just complained to Ofcom about OnTopUp automatically signing me up for monthly topups. Ofcom is the UK telecoms regulator, so they are the ones to go to.

The webpage I used is https://www.ofcom.org.uk/complaints/complain-about-phones-or-internet-services

Re: Complaints about ontopup

Chris_B — Wed, 20 Mar 2024 07:48:46 GMT

@michaelw1 unfortunately Ofcom do not deal with individual complaints.