Review Time
Just discovered that BASE has for a number of years been continuing to take money from my account on direct debit after the service was cancelled. They claim this is entirely my responsibility and nothing to do with them. If this isn't illegal it should be.
After 3 years being client, I switched to another mobile company not because of the service or any problem with the web/app but because of the strength of the mobile network.As positive points, they have a real English service/website, all documents are translated in English and they don't force you to switch to French or Dutch.The customer service is not a five stars because sometimes you need to insist when you have a problem, but knowing how other mobile providers are... nothing new here.And as I said at the beginning, the downside is the mobile network. Where I live I have very weak 4G/5G signal and disconnects sometimes.FYI, Base uses Telenet network.
I have rarely encountered customer service this utterly incompetent. Chat responses take no less than a full day and often stretch to two, only to repeat the exact same questions I’ve already answered multiple times. Reaching them by phone is an ordeal, with wait times easily running an hour or more. As for in-store support, unhelpful would be generous - it’s marked by astonishing ineptitude and a remarkably dismissive attitude.
I applied for a SIM card. In the following days, I received an email saying my SIM card had arrived, but I didn’t get anything. Then I sent a bunch of emails, but nobody responded. I visited the store; they said the card was on its way, but after two weeks, I still haven’t received anything. If you won’t reply to customer emails, please don’t put a contact form on your website and waste our time.
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