How an earth do you actually talk to somebody.

[Hootie99]

Ordered an additional sim plan yesterday online and seemed straight forward. Received an order confirmation but says they need to confirm a couple of things. Spent two days trying to get through and at the point of cancelling everything. For a communication company it’s shocking. Why can they just not ask me thise questions within the app that need claryfying. I am an existing customer, they take money from my account every month???

[Peter_W]

I can absolutely see this offer on the site @Hootie99 

My best recommendation would be to give them another try and see if you're able to get through, and if you request escalation this absolutely should be honored too. 

Alternatively, you can also raise to our dedicated complaints team via their web form, and they'll do their best to get everything investigated here. 

Peter

[Hootie99]

I have filled out the web complaint form and tried to explain the situation as best as i could. I honestly cannot spend any more time trying to get through to somebody. It took me all yesterday afternoon and all this morning and got nowhere. Nobody would just go online and check to see if that offer is there. I appreciate you have done that as I was beginning to lose the will!  To be honest it’s mad that i am trying to give them another £14 for the next couple of years on top of my current contract and yet they appear to not wish to do honour the offer freely available! At the end of the day if they do not sort the fiasco out they will have just lost another couple of customers for no good reason. I cannot believe i am the only one who has had this issue if that offer is wrong, because every offer on there is probably wrong. Could always leave it a week and put it through again and see what happens. Just do not want to spend any more time on phoning up. I do wonder though if it is a ploy to get you to phone up a d then upsell, as they tried with the broadband etc, but when i said no up the price. Would  seem pretty wrong but really not sure what the issue is, because it is certainly not logical.

[Peter_W]

Thanks for completing that for me @Hootie99, I'm sure they'll do all they can to look over every option available here. 

Let us know how you get on.

Peter

[Hootie99]

So, no response from complaint form although… i spent another two hours trying to get through again as i need to know if i am porting across or not and quickly. Spoke to a far more undestanding representitive and again started saying that they couldn’t offer what was on the app/web. I just find it so frustrating that i have ordered online, no apparent problems and then told to phone up and when they tell me that because i phoned they can’t match online! I didn’t want to phone up! So anyway long and short she escalated it and agreed to do the price that  was on the app/email! Whilst doing the paperwork she said she couldn't process it as it was being processed already by the complaints team. I received a subsequent order confirmation that has no indication of price so have to hope it has been done as promised. So in theory i should be getting a sim sent to me, an alternative phone number appears to have been added to my account online, although no sign yet of sim. I do think it is strange still though that I have had no response to the complaint at all. Do they not respond?

[Leanne_T]

Hi there @Hootie99 

Our complaints page does currently advise, 'our current response time is 7 days' 

If you do wish to check the order is correct or have any further queries, please try calling us again and the team will be happy to help. 

Leanne.

[Hootie99]

Hopefully it’s been sorted and won’t need to. I have literally spent two days on the phone to sort it out so hopefully it is. Waiting for sim.