**** The response provided is AI written and doesn’t even acknowledge that I am already overseas. It’s no wonder the reviews are below satisfactory, quite frankly abysmal. I requested assistance to add an international roaming pack and was advised that I would need to pay an additional $25 for a voice service that is only active within Australia, despite already being overseas and unable to use the service.Despite my reasonable request for a manual adjustment, Felix Mobile refused to assist. After they declined, I informed them I would escalate the matter to the Telecommunications Industry Ombudsman (TIO).Following this, I received an unprofessional response from a Felix representative in the live chat stating: “Have a great rest of your day 🍑.”Using an emoji with inappropriate connotations during formal complaint handling is unacceptable. This conduct breaches the Telecommunications Consumer Complaints Handling Industry Standard 2018, made under subsection 125AA(1) of the Telecommunications Act 1997 (Cth). It also raises concerns under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) regarding the requirement to provide services with due care and skill and to engage in fair conduct.I have lodged formal complaints with both the Telecommunications Industry Ombudsman (TIO) and the Australian Communications and Media Authority (ACMA). This experience reflects poorly on Felix Mobile’s approach to customer service and complaint resolution.
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