Forum Discussion
Outrageous incompetence
Hey there!
Have you double checked that the address on your SMARTY account is absolutely, positively, 100% correct? It's crucial that every detail is correct to avoid any hiccups or delays in getting your SIM card delivered to you.
We understand the frustration that comes with any inconvenience caused and we truly apologise for any issues you may have experienced.
Once your SIM card is on its way, it's in the hands of Royal Mail and unfortunately, we're unable to track its exact journey. But please know that we're here for you and our customer care team is ready to assist with any further help you may need:
Thank you for choosing SMARTY, and please don't hesitate to reach out if you need anything at all. We're here for you every step of the way!
MikeJohn_912736 Also, if your order for a replacement sim had gone through, I would expect your account to be suspended for security until the replacement sim was activated as per instructions provided.
Out of interest, why do you need the replacement sim and can you see online whether your account has been suspended/
What I found strange was that despite making contact with a couple of other support staff prior to me insisting someone checked whether the system had registered my requests, neither thought it would be a good idea to check if it had. They just rolled out the usual line about waiting two business days, then re-ordering. Which I had already done, twice.
MikeJohn_912736 All very frustrating!
The fact that the account is not suspended does look like perhaps there is no registered request for a replacement sim.
If they say that you have not ordered one, is it worth trying again and taking screen grabs of the result to put into a complaint?
