I want to share my experience to warn others before signing up with Felix Mobile.From Sunday through to Friday, I have been without a working mobile number due to what should have been a simple eSIM replacement. For the first three days, I was stuck in their online chat, going back and forth with different agents who only gave scripted replies and refused to escalate me to a team leader. I was repeatedly told there was nothing they could do, that only the privacy team could assist, and that there was no phone number or other way to contact that team — only email.When the privacy team finally did email, they took 24 hours or more to reply each time, and their responses did nothing to fix the issue. I was told they had sent an SMS link to my number, which obviously never arrived because my number wasn’t active, and they didn’t even ask for an alternate contact until I mentioned that I had lodged a complaint with the Telecommunications Ombudsman. Only after that did I suddenly receive an email with steps for a new SIM.By this point, I had already been without access to any apps, banking, or two-step verification for nearly a week. I couldn’t pay bills, access my business accounts, or contact clients, friends, or family. I was completely cut off and left to wait with no clear timeframe or real help.Felix Mobile’s handling of this has been unacceptable — the lack of communication, transparency, and urgency has caused massive inconvenience and stress. Customers deserve better than being ignored for days and forced to involve the Ombudsman just to get basic service restored.
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