Customer service using 'verification bootloop' to refuse a resolution

[Bekah_2146062]

Hello community,

Smarty messaged to say they will automatically change my tarriff against my consent/wish, and every single time I tried to deal with customer services (this is over hours across a week as given 7 days notice) they put me in a loop of verification followed by 'we cant answer you until you do anther verification' - in effect they have had me in a continuous loop of verifications and refusal to deal with question/complaint, and also refused to provide any contact for someone who could deal with this issue. Cancelled auto renew on meantime and they re-assigned auto renew payments. Have had to cancel auto renew through bank now to make sure (well, hopefully). 

Tried a third party resolution service and again the reply from Smarty is the everlasting bootloop of 'provide us with the verification'...

It appears very deliberate tactic to avoid any solution or even acknowledgement of issues with Smarty. 

1. How do I check current credit in my Smarty account, in order to start process of getting a refund?

2. How do I remove my payment details from Smarty account? 

I will no longer be using Smarty mobile, there are far better companies with very similar tarriffs.  

[MSF]

@Bekah_2146062 I am a little confused because it appears that you wrote this post on 08/07/2024 and yet it is only showing up on 4/07/2024!

Answers 

1. Log into your account and look at the account dashboard: https://smarty.co.uk/dashboard.   you would see credit on your account arising from unused add-ons. As Smarty is effectively PAYG, you pay for a plan and there is no credit deriving from that, other than data, calls and texts for the rest of that month.

2.Take a look at https://help.smarty.co.uk/en/articles/952717-updating-your-payment-method

If your tariff has been changed, do you think that possibly your account may have been hacked? I don't see how auto-renew was on if you had specifically turned it off - unless someone else hs access to your account.

As a precaution, can you change your account password?

Very strange and frustrating I'm sure - do you have any further info about how you keep getting back into the verification cycle? Does this happen when you send a complaint via the website?

[Bekah_2146062]

I do believe it is specifically to do with the staff working on the 'customer service' of Smarty, who were so obligerant when I was trying to rectify the network not working and then upon making a complaint about them point blank refusing to assist I then get my tarriff changed without notice or reason and ignorance from customer services and could not find anywhere else nor person to get assistance. As you have noticed my question wasnt even posted for sometime and I only just found your reply. I get login verifications now and then when I have not logged into my account, and no bank currency has gone out for a plan in all that time. My balance credit has gone however. No one should be able to take that even as a hacker as verifications come to me and account linked to me, so I believe its a person within Smarty fiddling with my account. 

I can only say that Smarty is THE worst mobile company I have used in 20 years and all I want now is to be rid of them. 

[MSF]

@Bekah_2146062 If you have a balance of money in your account, it seems logical that smarty would use that to pay for your monthly plan - I think there is a setting on your account dashboard to permit that.

Here's the good news! - You can get a PAC code and move out to a network that better suits your needs. You are not tied into any contract so there is no issue of paying off the remains of a lengthy contract which could have many months to run.