Allocation of data used

[MSF]

A long time ago I was given a 2Gb data add by Smarty as a 'sorry' for a mess-up.

I generally don't use much data via mobile as I am often in places with wifi; the data add on hardly went down and equally I rarely used much data from my monthly plans.

Recently, the add on started to show less left in it and I queried why data used was not primarily coming from my monthly plan.

I was told that a system change in Aug. 2024 meant that any complimentary data add on would be used before data from a monthly plan.

I thought that was a fair explanation and had no problem with it.

This month, I had reason to use a fair bit of mobile data as I had a short broadband outage during a long Zoom meeting of some importance. After that, I noticed that the data add on had gone down but had not been used up, however my plan data had also been used.

I asked the Support Team how come ALL of the data add on was not used up before the data was taken from my plan. I have not been able to get a proper response (e.g. "It takes a few hours to catch up on the system" - not so - or  "What is wrong with your plan?"  - nothing!)

I am beginning to appreciate the problems that many people report on here when they deal with Smarty Support via web chat and that is a great pity because I often suggest that as a wy forward.

It does indeed appear that some of staff there do not fully understand written English - I  believe that I write quite clearly, but any of you are welcome too tell me otherwise if that's an honestly held opinion.

Can anyone shed any light on this issue please? Just to summarise: Should a free data on be completely used before data is 'spent' from a monthly plan?

@YulianK  - can you assist please?

[Unitysounduk]

Hi webchat is a bit hit and miss you are right that the bonus data should have been used first not half and half unless the bonus data had run out try emailing smarty with all the details maybe they will recredit you if someone at smarty understands your complaint 

[MSF]

@Unitysounduk My account dashboard still shows data in the add-on - hence the original query as my plan data was going down while there remained data in the add-on.

I have already raised it as a Complaint but had no reply.

It is indeed a shame that Smarty are employing people who do not understand the issues. I wonder why.....wait, I have it!.......CHEAP!

[Unitysounduk]

Hi have you tried calling the complaints number and getting a call back that way might be quicker than webchat or email

[MSF]

@Unitysounduk Thanks for the suggestion. My reason for preferring written communication is that many of the staff struggle to understand my point and this will be worse in conversation I fear. If I put it in writing, they can at least refer it upwards- hence the Complaint, which hopefully may end up in the UK office.

[Unitysounduk]

I understand your point 

At least you can prove your case with email 

Hope it gets sorted for you 

I find the webchat to be hit and miss depending on the customer service person you get 

[JodieC]

Hi @MSF 

Thank you for sharing your recent experience regarding your data add-on. I'm sorry to hear you've had difficulty communicating with our webchat team.

The agents are correct in saying that recently our procedure changed, meaning complimentary add-on data is consumed before the original data plan. 

I am keen to get this investigated so I kindly ask that you raise a complaint using this link:

https://smarty.co.uk/complaints

We would like to look into this and provide the best possible explanation. We are aware this is a new procedure so any issues that arise are something we would like to investigate so that a resolution can be provided for yourself and future customers who experience this issue. 

Again, we apologise for the frustration this has caused but we are eager to change your mind about SMARTY.

We look forward to hearing from you.

- Jodie

[MSF]

@JodieC  Thanks for your reply. I did already raise a complaint - I've heard nothing back and so will repeat that.

Of course, it's not so much an issue about the data itself - I'm more concerned about how the 'system' is working and whether there is the potential for other errors that may cause more loss to customers.