Disgracesful customer service
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Disgracesful customer service
20-11-2017 10:57 AM
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Re: Disgracesful customer service
23-11-2017 2:35 PM
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Re: Disgracesful customer service
23-11-2017 2:53 PM - edited 23-11-2017 2:54 PM
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@adamwalker I'm not sure the OP will have a username, it was a Mobile SIm order. I think you'll need one of the mobile team to investigate...
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
Re: Disgracesful customer service
23-11-2017 4:25 PM
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Re: Disgracesful customer service
23-11-2017 7:33 PM
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Hi Kyle1986!
Thanks for getting in touch with us.
I'm really sorry to hear about your recent order with Plusnet mobile, we certainly wouldn't want any of our customers to experience difficulty signing up with us, and we aim for the sign up process to be as smooth as possible.
When ordering, there are requirements to be eligible for a SIM only deal. For example, the credit/debit card used for the upfront payment does need to be in the account holders name and address, and 3 years address history does need to be provided - if the address history is less than 3 years, you can process your order over the phone with our Sales Team.
We also perform a full credit check when applying for a SIM only contract with us.
Can you please send me a Private Message with the details of the email you received asking for further evidence, and how you replied, as we would like to look into this further. It may well be, that if you responded via email, this was to the automatic 'Do Not Reply' email, in which we won't have received your correspondence.
- Rebeka
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