RWG - poor customer service

Bob_Uppendown

I ported two numbers out from RWG to another network in January. However in March I noticed that I was still being charged for both numbers. I know I should noticed before then, but previously when I've ported out from other networks, they have stopped charging without any prompting.

I contacted RWG, and they told me they were processing a refund for me. But that was over three weeks ago, and I've heard nothing since. They haven't responded to emails, phone calls, or Facebook or Twitter messages.

I'm running out of ideas, and patience.

It's not a huge amount of money involved, but it's the principle that's important.

GrumpyDil

How were you paying. If via DD you can ask your bank to recall the payments on the basis they were taken after the contract had been ended. 

savergrant

Do the old sims still work in any respect? Has the service fully ported?
I suspect the issue is that you were paying rwg for your bundles but nowmobile were actually providing the service and there has been a breakdown in communication. Rwg may not actually have been informed as part of the pac process.
Safest thing to do is to always cancel autorenewal before porting.

Bob_Uppendown

savergrant said:

Do the old sims still work in any respect? Has the service fully ported?
I suspect the issue is that you were paying rwg for your bundles but nowmobile were actually providing the service and there has been a breakdown in communication. Rwg may not actually have been informed as part of the pac process.
Safest thing to do is to always cancel autorenewal before porting.

Yes, both ports went seamlessly. 

I had wondered whether the issue might have been that RWG refer to the monthly payment as a subscription, in which case it might have been down to be to cancel it. Although if that were true, I'd have expected to have heard other customers moaning about it.

But RWG have already admitted that they shouldn't have continued to charge me, so why they have taken such a long time to refund me is something of a mystery. And they could at the very least respond to one of my emails or social media messages.

Murmansk

If it makes you feel any better when I was with them it took them ages to take money from my balance to pay for usage and I had to remind them.

I was left with the feeling that they were nice but disorganised and on balance I felt I'd rather pay a bit more for a something I felt I could control and feel confident in - 1pMobile in my case. Compare the websites.

Having said that I still have an RWG SIM in my spare phone that I keep in the car for emergencies and it has the original £15 balance on it that I started with and it gives some calls and data each month. I just use it once a month to make a quick call to keep the thing "alive"! 1pMobile would cost me about £48 a year for the same usage.