Issues regarding SMARTY - 6 months ignored, account closed, mobile number lost

namaja59

Hey MSE forum,

6 months ago when the pandemic got into full swing I was placed on furlough but didn't recieve a payment until 12 weeks later. During this time I contacted SMARTY to top up my account on a cheaper option (I was on the £20 a month option beforehand) I was told, the only way I can activate a cheaper package was to first pay for the £20 package then next month chose a smaller one. I couldn't afford this at this time I sent a message asking to get this sorted. 

I got a reply at first telling me that they have changed it so i could use a cheaper package but upon logging onto my account, no such change had happened. I then messaged them back asking them why the change hadn't applied to which I still have not received a reply 5-6 months later.

During this time, friends, family and others struggled to ring my phone receiving a message that they didn't have access to ring me. I also queried this with them. After a week I had no response to any of my messages so I sent a message to their complaints department, 5 months later still had no reply. 

A few days a go I finally got a reply from them telling me they will sort it, during this time we lost internet connectivity so couldnt log in for a couple days. Upon logging back in I was told my account has been closed and my number (which I've had for years with many different networks) has also been deleted with no way to get it back.

I then got let go from my job due to covid so wanted to sort my account out for applying for jobs.

This has left me quite annoyed so again I messaged them to ask for support. The person told me that their is nothing they can do and I've lost my mobile number which causes issues with all the job applications I have made.

I'm really looking for any support on this issue or if there is a legal option I can take with this.

Cheers for reading this, I hope to hear back from some of you.

sdduk

Why didn't you leave weeks ago?
With Smarty you can leave whenever you like, you don't even have to give them any notice and don't even have to talk to anyone to leave, you can get a Pac code by text message to move your number to another provider.
I wouldn't have waited if i was not getting any response from them especially with the situation you was in i would have just moved to a normal Payg provider.
I am not sure what if anything you can do now against Smarty may be someone else can answer that on here.