Forum Discussion

Gillian_3145896's avatar
Gillian_3145896
SMARTY Pioneer
26-09-2025

Posting on behalf of my husband who can’t use his account

what on earth is going on.  Husband wanted a new phone number as his old one was getting rediculous amounts of spam so phone calls.  Anyways as he was with smarty as I am, he asked for a new number and to cancel the old one.  Discovers 2 months later that he’s still being charged the plan for the old number. Now he’s spoken to someone on chat who said don’t worry they’ll sort it. Well they haven’t.  He’s just spoken to someone again in chat who clearly couldn’t understand what my husband was saying due to the language barrier. To make matters worse Smarty closed his account with the new number and he is using his new number and is being charged for the plan. For Lordy sake how can we get this mess sorted out? 

Plans

1 Reply

  • LouisK's avatar
    LouisK
    SMARTY Moderator
    27-09-2025

    Hi Gillian,

    Thanks for getting in touch.

    This does sound frustrating. Unfortunately, we can’t discuss account-specific details here as this is a public forum. Please ask your husband to keep liaising with our customer support team so they can work towards a resolution. If he feels he’s not getting the answers he needs, he can ask the agent for information on how to escalate his concerns further.

    We hope this gets resolved for him soon.

    Best wishes,

    Louis

    SMARTY