I am providing this final, consolidated breakdown of my attempts to resolve the issues regarding my account and porting request. This timeline demonstrates a staggering level of administrative negligence, totaling over 40 points of contact, which have been met with repetitive scripts, technical incompetence, and a total failure to acknowledge my status as a disabled customer traveling overseas.
Summary of Contact Volume
To date, I have been forced to initiate the following:
12 Initial & Technical Queries: (9 Jan – 17 Jan) Including 6 ignored pre-departure emails where I sought to prevent the very issues that occurred.
16 Chasing & Escalation Emails: (26 Jan – 28 Feb) Covering the "Failure Cycle" where provided data was ignored.
5 Formal Notices: Including the Formal Complaint (26 Jan), Executive Escalations (1 Feb, 12 Feb), and the Formal Deadlock Request (24 Feb).
4 Trustpilot Interactions: Including the original reviews and subsequent updates calling out John-Paul Patten’s lack of action.
3 Specific Telephone References: Documenting the "appalling" calls on 26 Jan and your subsequent claims of "missed calls" to a non-active SIM.
Detailed Correspondence Timeline
Date & Time Method Summary of Contact Inadequate Response / Failure Point
9–17 Jan Email 12 Technical/Logistical queries regarding Thailand travel. Initial Negligence: 6 emails were entirely ignored prior to my departure.
26 Jan Email/Phone Formal Complaint: Reported 6 hours of wasted time and "screenshot errors." Technical Failure: Agent told me to dial 5588 from Thailand (impossible).
1 Feb Email Executive Escalation: Demand for manual activation and £150 credit. Administrative Loop: Requested an "alternate number" despite "Email Only" instruction.
3 Feb Email Provided PAC/MSISDN for the 10th+ time. Circular Incompetence: Claimed data "did not match" despite it being in the thread.
12 Feb Email Disability Disclosure: Cited "cognitive fatigue" and escalated demand to £200. Systemic Failure: Met with a generic automated "5-7 day" response template.
24 Feb Email Deadlock Request: Formally requested a Deadlock Letter for Ombudsman. Ignored: No letter provided; continued stalling with automated replies.
24–28 Feb Trustpilot 4 reviews/updates calling out performative support. Executive Failure: John-Paul Patten promised "ASAP" help; no resolution followed.
26–28 Feb Inbound 2 emails claiming they "tried to reach me" on 447344626573. Harassment: Directly ignored "Email Only" instructions for a customer abroad.
The "Failure Cycle" Breakdown
Breach of Equality Act 2010: You have failed to provide "Reasonable Adjustments" after my disability disclosure, instead increasing the administrative burden.
Performative Public Relations: Your responses on Trustpilot appear helpful to the public while internally your team continues to ask for information already provided 10+ times.
Regulatory Non-Compliance: You have willfully withheld a Deadlock Letter requested on 24 Feb, obstructing my right to independent adjudication.
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