Hi all,
Could someone please explain why we as paying customer cannot cancel roaming add-ons when they haven NOT been activated and instead we have to go through the time wasting process of going through the help service. It's as though you purposely do this to get more money!
I was told they do not have the ability to cancel a go roaming add-on because I purchased it. The add-on was never activated and thus I have not used the service so why shouldn't I be able to cancel this myself and get a full refund especially when its £72.50!
Instead the whole conversation went from "we can't cancel and refund" to "we can offer £20 credit" then "£40" then finally the full £72.50. Why wasn't the full amount offered instantly!
Why isn't is clearly visible on the account page which add-ons you have purchased and which are active?!
Why can't we cancel add-ons which have not be activated?!
Why can't you provide a good customer service instead of wasting everyone's time and only doing the right thing after we have complained enough times?!
I'll be interested what the ombudsman thinks about the add-ons service where it says you can manage add-ons but realistically all you can do is buy them. Not being able to cancel them is also shady.
DO BETTER!
