How to get customer service response?

[Martin]

I have been with Smarty for ages and generally very impressed.  But now I have a problem I am less impressed.  An error has been made on my billing which they don’t agree so I am trying to explain and the Chat agent has stopped responding to me.  Anyone had similar?

[MSF]

@Martin If you cannot get a satisfactory reply, why not raise a complaint?

Have they told you why they don't agree?

[Martin]

I have raised a complaint and they say they will respond within 27 days!

I received a Black Friday offer and have email confirmation of it but they say it doesn’t exist!

[MSF]

@Martin If you have evidence of the offer e.g.the original email or a screen grab, then you should win the argument in the end. Complaints take longer as they are probably dealt with further up the 'food chain'.

[MichaelB_292207]

Same here. 
they are just plain rude when you need help, quick enough to take money from your account though.