RWG and customer service... will it get better now?

TMSG

Just seen this in my inbox, from RWG:

"Update on Customer Services

It has been a tough few months at RWG. We have grown rapidly over the past few months and whilst our CS team have been working hard, they haven’t always been there to assist you. However, that has now all changed with new agents in place since the 1 November. So if you have previously reached out and not found what you were asking for, try us again at support@rwgmobile.com or 0808 1641514."

My wife has a problem with her RWG account, she can't among other things top up or get bundles. Five attempts to get this resolved have been in vain... zero.zero communication from RWG other than the automated acknowledgement. At some point she simply gave up... but her SIM is still active so she'll try again... let's see. I'll report.

More generally it'd be interesting to see whether this announcement is just hot air or has some substance. As there are quite a few RWG users around it would be great if some could relate their CS experiences going forward, especially compared to past performance.

alanjones60

Im a fan of RWG.
Save having to contact them,she can get a top up voucher from any paypoint store,minimum top up £5.
The bundles can be obtained by getting the bundle code from the website,then texting the code to 669.
The bundle is applied instantly.
I have allways used this method,with no problems
Ps. You ask for a NOW mobile voucher in a paypoint shop

TMSG

@alanjones60 If only it were so simple... As far as I've understood things, after my wife received the SIM (after only 20 days delay...) she ported in a number from another network. This worked (phew!) and she used the phone for a while without problems. Then she realised that she couldn't top up via the RWG site, as her order and phone number were completely missing from her account. So she complained via email and after a couple days a chap from RWG told her, yes, that's an error and as her details are not in the system she can't ATM top up or order bundles. But they'll get it corrected ASAP. This never happened and after five more emails over some four weeks without any change or answer my wife concluded that RWG are a fly-by-night operator at best and frauds at worst.

I've been with them since mid-2022 and never had a problem, so can't complain but this saga doesn't inspire confidence.

oldagetraveller1

I've only recently transferred to RWG for a 2nd phone. I was initially a bit reluctant after reading reviews about their, mainly, poor C.S..

Bit the bullet and went for it. I first bought the "Teaser Plus". Now updated to their 12 months upfront 5Gb/unlimited bundle - discounted to £36.

I had to phone their C.S. number twice.

The first time there was a short wait on hold and the rep. was very good.

The second time the call transferred to a rep. immediately. Again, very helpful.

I ported the number to them and it completed in less than two full working days without a problem.

Fingers crossed.

savergrant

TMSG said:

@alanjones60 If only it were so simple... As far as I've understood things, after my wife received the SIM (after only 20 days delay...) she ported in a number from another network. This worked (phew!) and she used the phone for a while without problems. Then she realised that she couldn't top up via the RWG site, as her order and phone number were completely missing from her account. So she complained via email and after a couple days a chap from RWG told her, yes, that's an error and as her details are not in the system she can't ATM top up or order bundles. But they'll get it corrected ASAP. This never happened and after five more emails over some four weeks without any change or answer my wife concluded that RWG are a fly-by-night operator at best and frauds at worst.

I've been with them since mid-2022 and never had a problem, so can't complain but this saga doesn't inspire confidence.

What happens if your wife rings 669 for her balance?

ikr2

I have a second SIM that I use for a public facing role I have - so sometimes low use /receiving calls only, other times quite busy. 1p was ideal for this until they bought in min use. I spent the last few months using up my 1p balance and have bought a £1 PAYG SIM from RWG. The idea is to buy small teaser bundles when I need to make lots of calls.

Port request made via the RWG website port request form 11 days ago. Received automated acknowledgement on the day and nothing since. Port has not happened. Emailed customer support 3 days ago and no reply.

It's very disappointing as I don't quite know what to do - get a SIM from a different network and hope the port request isn't actioned?

Update: no response from RWG to a further email so I ended up moving to Talk Home - number port completed today. They have a 1p per min /Text / MB tariff identical to 1p mobile but with a minimum top up once every 3 months (so it will cost me a minimum of £20 a year).  Ideal for my use for this SIM. 

skinflint_me

I was lucky.  My number ported successfully to Talkmobile but this hasn't stopped RWG still taking monthly payments despite acknowledging the porting.  My account is closed, multiple emails and direct messages have never been responded to and still the payments are being taken.

My husband ported his number earlier and payments continue to be taken.  On one occasion the error was acknowledged and RWG made a partial refund but then took full payments again in successive months.

We can't get any response from the company so will now have to take the bank chargeback route.

RWG offer attractive packages but their service is non-existent and continuing to knowingly take payments feels like theft.  They charge a credit/debit card rather than direct debit so it's harder for customers to prevent unauthorised payments being taken.  I would never get involved with RWG again.

Bob_Uppendown

skinflint_me said:

I was lucky.  My number ported successfully to Talkmobile but this hasn't stopped RWG still taking monthly payments despite acknowledging the porting.  My account is closed, multiple emails and direct messages have never been responded to and still the payments are being taken.

My husband ported his number earlier and payments continue to be taken.  On one occasion the error was acknowledged and RWG made a partial refund but then took full payments again in successive months.

We can't get any response from the company so will now have to take the bank chargeback route.

RWG offer attractive packages but their service is non-existent and continuing to knowingly take payments feels like theft.  They charge a credit/debit card rather than direct debit so it's harder for customers to prevent unauthorised payments being taken.  I would never get involved with RWG again.

Exactly the same for me. I ported two numbers out from RWG and assumed they would stop taking payments, which is what every other network does. 
However they took several more payments before I could stop them. I emailed them and they said they would process a refund, but it never happened, and they are now ignoring all emails. 
As you say, seems like rather sharp practice.

brewerdave

Seem to be totally disorganised company. Had a free SIM some while ago to trial reception - they gave me some credit to experiment.
Decided it wasn't any good so closed the account - no payments taken. HOWEVER, the SIM now in an old handset, still receives texts and calls and for awhile after closure ,still allowed outgoing calls !!

TMSG

OK, to answer my own question: NO it hasn't... it's as bad as before.
Wife will leave them once her 24-month thing runs out. I am on the old £15 free 200/200/750 teaser so will continue to use them... still have the £15 top-up untouched but may use it for a bundle one of these days.