I completed my upgrade through the company's website. After entering all my details for my current contract and receiving approval for the upgrade, nearly two months later, I received a debt collection letter because payments haven't been processed (no attempts appear on my statements). When I contacted the support team about the letter, they claimed they couldn't find any record related to the phone number I mentioned. Instead, they located a second contract using my information. I was informed that since this is beyond the 14-day cooling-off period, I can't cancel it. However, if I cancel my previous contract, I risk losing my number. After reaching out to customer service, I learned that my order is marked as a new contract in their system, even though I have emails confirming my order indicating it was an upgrade. I was advised to contact the company again, but I struggled to reach someone who could address the problem they created, and they refused to fix it. Now I'm facing debt collection and the threat of losing my number due to an error on their part. Fortunately, during my second call with the support team, I managed to speak with someone reasonable who is reviewing my order confirmation email to see what can be done.
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