new account closed for no reason ??

[Dennydumper]

I joined Smarty from Vodafone. I ported over my number and all worked ok. Today i updated my payment method and turned on the auto renew. My app now says ACCOUNT CLOSED ? WHY ? I tried to re-join followed all the instructions and it asked for a payment card details..... Now I have ordered a new sim and cant get into my old account at all... any clues. Help bot is a joke, and no one answers emails... HELP PLEASE

[MSF]

@Dennydumper We are not Smarty staff and so it's a bit difficult to know what happened.

First thing - is the phone still working?

Second thing - what does the account dashboard say when you log in via web page NOT the app?

[SmartyTrousers]

Is this the first time you've used the app since you ported your number in from Vodafone? If so, I seem to recall that it shows the 'account closed' message in the app after your number has moved over, and it's just a case of you logging back into the app to get it up and running again.

[Dennydumper]

Hello there, i used my phone after porting had been completed. The dashboard and all account settings worked fine. this all happened when i updated payment and auto renewal. 

[MSF]

@Dennydumper Have you asked Smarty Support to investigate for you? Only they can access your account to check the situation.

[Dennydumper]

Hello there

Well I now have 2 numbers on my account. My ported number is active and my plan is renewed every month. The original plan was a £6.00 started plan while my number was ported over. As mentioned before my account then was put on hold and i had no access, I followed the procedure to reactivate my account as was asked for a credit card which i assumed was to ID myself...WRONG !!! I was purchasing another sim card and now this cards number is attached to my original sim card. The strange thing is that i am still using my ported number. After 20 emails i get the same message that both my account has 2 numbers But they cant or wont delete the unwanted number. If i PAC or STAC the unwanted number the account will close and i will lose my original number. Any ideas please

[MSF]

@Dennydumper This sounds like an extremely complex situation and very unusual.

Certainly didn't realise that it was even possible to have two numbers on one sim. Are you certain that there are not two sims on your account - one as the main one and the second as a 'nickname' sim (with its own number but under the control of the main one in a group).

When you log into your account and see initials in a blue circle at top right hand corner, if you click on that, does it show another sim? That would indicate what I described just above i.e. a group of two sims with your main one (proper ported number) and another secondary 'nickname sim.

If you see that and cannot get ny sense via web chat (it is complicated, to be fair!) I suggest that you put in a Complaint email and explain very carefully with a timescale. 

[Dennydumper]

Here's a reply i got from Them.....

All i asked for is number 736778**** to be removed and give me access to my original ported number. 

Here's what your last message to me said :

Thanks for contacting SMARTY. This is Aftab.

I've checked your account and see that the number 7814*** is active, and the account is live. ( THIS IS MY NUMBER )

However, apart from this number, the number 736778**** associated with your email address is also active but under a different account. Both accounts and numbers are live.

I understand you’re looking to cancel the SIM ending with 3093.

Just in case your SIM has not been activated yet, you can use the following link to cancel the SIM plan and claim automatic refund back into your original payment method.

[MSF]

@Dennydumper So that looks like my assumption is correct - that you have two sims recorded on the same account.

Did you log in as I suggested to check for yourself? If you didn't activate one of the sims, can you not follow his link and claim the refund?