Complaints about ontopup

[at3388]

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

[XRaySpeX]

Use EE for top-ups.

[Leanne_T]

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. 

[at3388]

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 

[XRaySpeX]

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

[at3388]

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 

[MozzaSec]

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... 

[BrendonH]

You complain to ontopup.

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

[at3388]

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

[at3388]

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.