Copy of a letter to SIM4Travel

Dear Sir or Madam

Though I have not had much opportunity to use my Sim4Travel card over the
last few months, I have been satisfied with the service on the few occasions
it has been used. I had been expecting to make a lot of use of the
Sim4Travel card during several European business trips / trade fairs planned
for later this year and early next. However, those calls will not now be
made with a Sim4Travel card. I am very impressed with the speed and
efficiency with which your customer service turns an existing customer into
a lost customer.

You sent me several adverts advising me to upgrade (free of charge) my
existing SIM card (+423 xxxxxxxx) emphasizing how much money I will save.
Perfect timing I thought. Since I will be making lots of international calls
soon I did the "upgrade" online on your website. I also filled in your
online form asking if the existing balance would be transferred to the
upgraded card. You did not reply.

Two days ago my car broke down on a country lane in the middle of the French
countryside, and guess what? My mobile phone had stopped working. The phone
was showing a strong signal from Orange Fr, but I must have tried 50 times
to contact the rescue services only to get a "Network busy" message every
time. I had to walk three miles in pouring rain to the nearest property and
a farmer kindly allowed me to phone from his land line.

When I eventually got home I tried several times phoning my mobile from a
land line to test it. Every time I got an engaged tone. I filled in your
online form asking if the problem was with the phone or if you had
disconnected my number. You did not reply.

Yesterday my "upgraded" SIM card arrived (+44 xxxxxxxxx). After registering
it I did a test phone call to my mobile with the new SIM card. Surprise
surprise, the mobile now works. So it looks like you deliberately cut off my
existing number before the new SIM card arrived - nice one - thank you!

I notice you have not transferred the credit from my old SIM card to the new
one. So it is not actually an "upgrade" is it? There is no continuity. You
have simply dumped the old card and provided a new one with zero balance.
While the sum is fairly small (in the order of £25?), you have stolen the
balance on the old card. No mention of this in the "upgrade" small print.

I filled in another of your waste-of-time online forms again yesterday
asking about this, but you have not replied. Sorry, but your "customer
service" stinks!

You will not be surprised to learn that I have now signed up with one of
your competitors. I have cut up the "old" and "upgrade" Sim4Travel SIM cards
and put them into the dustbin.

Kind Regards,

Neil Johnson
Sales Director
xxxxxx Ltd.

PS. Thanks again for the soaking and three mile walk.