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Following
the emails I've read on the website, I just like to have just complained
and received a full refund on the Phones for Life fee I've been paying
for the last 12 months. On termination of the contract Singlepoint could
not offer the phone that I wanted, so offered me others which I didn't
like. In order to get the phone I wanted I've had to go elsewhere making
the Phones 4 Life offer a waste of time. I phoned them up to complain
it has been of no use and that I should never have been made to make it
in the first place.Without any question they offered to refund the full
12 months in full and now I can happily leave this disorganised company
and get the phone I want elsewhere, without any phoney Phones 4 Life extras
on my bill every month.
Alex, Manchester ... 14 May 2004 (by email)
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I called the singlepoint (08709000700) to
renew my contract with them and the representative who
spoke with me on the phone informed me that i can upgrade my phone. I
told him that i 'll just get that phone through one of the branches, but
he insisted that it'll be just delivered to my residence via courier.
The following day was my only off day, so i arranged that it will be delivered
on that day. Your rep (the one i had spoken on the phone), assured to
me that the phone will be delivered between 9am-5pm the following day.
So i agreed. So the following day, i waited the whole day but i didnt
received the phone, i postponed all my commitments on that day just to
make sure that i'll be the one to received the phone. You see i'm staying
in a hospital accomodation where I am working. It's been clear to singlepoint
of my complete address. Exactly 5:15 pm I called again the number above
and another representative got my call, i told her about the problem,
she checked the computer and even consulted the courier, it was found
out that the phone was delivered, somebody got my phone and that person
even signed for it.
Why did the courier gave that phone to another person, and not to the
person in which the name was written on it? I doubt also if that courier
has rung the bell acces to my room, since i didnt go out at all i waited
from 9 am to 5 pm as what promised to me i really didnt hear any bell
that rung.
I dont know what to believed. Was the phone delivvered or not? What kind
of courier is he who doesnt know his JOB. He is not suppose to give the
phone just to anybody but only to the owner of the name stated on the
package.
I am really UPSET and ANGRY to what happened, I will report this to the
police. And i will terminate my contract with singlepoint. They are not
serving their costumer properly. Mabelen Renomeron ... 9 June
2004 (by email)
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I
have also had a lot of problems with single point. When
i first got my new phone a few months ago i got my first bill a few weeks
later and it was very high, I understood though as i had used it quite
a lot. After that high bill my phone was broken so it got sent away to
get fixed for over 3 weeks in total so when i got my phone back after
it was fixed i had only had it back for 1 week (which id only used in
the eve/weekend when i has free miniutes) I got a bill for over £300.
i couldnt believe it i contacted single point who said they would look
into it and contact vodaphone and advied me that they wouldnt try and
take out any payment from my bank until they sorted it out,i was pleased
as i didnt have that money in the bank.However they did try and take they
money out which took me in the red with my bank i was furious. Any way
to cut a very very long story short i always had problems with the service
i got and each advisor i spoke to saying they would follow this up and
they never did.
I decided to disconnect with single point and go on a monthly payment
plan to pay off my bill so i arranged that i would pay £40 every
month.it seems though that departments in single point dont communicated
with each other as i still recieve bills now and letters asking why i
havent paid my bills even though ive contected single point every time
ive recieved a letter explaining again what we arranges and all they say
is oh sorry i can see on our computers that we have arranged a mpp with
you but i cant understand why they keep sending you letters and saying
they will charge me £25 late charges.if this still happens i will
consider making a high level complaint. Lyndsey Hutchinson
.. 3 July 2003
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I recommend people not to se single point. Just wait until
you try to close your account with them. You have to phone different numbers
for advice (only 15-20 minutes each time). Then they don't receive you
letters in time. Even then they find other ways to frustrate you.
kev morrey .. 11 September 2003
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Have just read Singlepoints reply, what a joke,
my account has been in dispute with them for several months now
after they charged me for free calls. I have written, faxed and emailed
them without success. I rang again last week and was told that someone
would call me back, to date a week later no one has. Faxes are a waste
of time, they never have any record of recieivng them and letters never
get answered. I can't wait for them to take me to court, will fight them
all the way. However they send me a statement every few weeks and the
amount owing is continually going down, so soon won't owe anything despite
making no payments. Grant Harris ... 19 September 2003
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I have the same complaint as Mr Sze. I have been with single point now for over 7 years. 2 years ago I decided
after renewing my contract to take this phone 4 life offer. I have paid
monthly for 2 years from 2.75 p/m and now 3.40 p/m to be offered low end
phones which I can get in any high street shop by just opening a new contract
with them my contract is now up for renual and I am looking else where
for a provider. I was told I could choose from a wide selection of "TOP" range phones. they are welcome to contact me and explain but i'll probably
be fobbed off with salesmans piffle !
Simon Collins ... 10 October 2003
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I have been a phones for life customer and paid
it for a few months till i was in a 4u shop and i spoke
to the staff there and they told me that it is worthless and just a con,
i then canceled the arrangement having paid into it for a few months and
i feel totally agreved by the whole thing. i think single point should
be closed down and there staff be held accountable for obtaining money
under false pretences... RM ... 11 October 2003
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I have been with singlepoint for 6 years and to
be fair to them the customer service has got slightly better over the
past 18 months after initially being diabolical.
A typical example is whenever you amend your account, especially involving
money payments, terminating your contract etc. You can guarantee that
what you requested initially over the phone has not been done because
you know that when you receive your next bill/ letter that it will be
wrong. Guess what, when you call the customer service at singlepoint again
querying the latest letter they never have a record of your previous phone
conversation. I would recomend that anyone who wishes to contact singlepoint
with any important matter writes to them by recorded delivery, faxes the
letter and emails it too.
Jimmy huddersfield ... 16 October 2003
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Beware of Singlepoint. The first
time I looked at a bank statement I noticed that in less than 2 months,
Singlepoint had taken over 8 Direct Debits from my account totalling over
500! I had only recieved one bill! And the bill I recieved was huge even
though I had hardly used it. I have tried calling them but to no avail.
I also cancelled a phone with them and took a new contract out, they are
still charging me for the phone I cancelled 4 months later and I sent
me a free upgrade, which I sent back, then billed me 65 for it and implied
that I hadn't sent the phone back, even though I had a recorded delivery
slip! I am now cancelling all direct debits and buying another pay as
you go!
Katryce Saville ... 7 November 2003
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It is not uncommon to be waiting over an
hour to get through to an operator and even less common
to be cut off whilst talking to them. I have two accounts with singlepoint
and have had them for five or six years, with very high billing (my choice),
but when you ask for any loyalty bonus' or incentive to stay with the
company nobody is authorised to grant anything. If you phone from a newspaper
advert they will send you a handset for free, but if you pay them vast
amounts of money every billing period and stay with them for years you
have to pay the full price of the handset.
Phillip Doherty ... 7 November 2003
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I have been with Singlepoint for 5 years
and subscribed to Phones 4 Life for 4 years. I have today
tried to upgrade my phone, only to be told that I can't until February.
The reason - last year I didn't change until February although every other
year I have changed in November. I have still paid my 3.99 per month so
what difference does it make? I also am not satisfied with the phone models
offered: They are all old models which can be picked up for peanuts in
the high street and do not usually offer any thing more than the handset
I already have.
The Customer or Sales Service Advisor, that I spoke to @10.45 a.m. on
Sat 15/11/03, (a scotsman with a monotonous drone of a voice - don't know
his name) sounded as if he was reading from a idiot card and was not prepared
to listen to my comments regarding this service. Obviously the service
is not very goopd but having paid in for 4 years I am tied to Singlepoint
and can only look forward to sub standard outdated handsets until I bite
the bullet.
A.P. Barter ... 15 November 2003
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Price Change Singlepoint. On 17th November 2003 I have received a letter from Singlepoint saying "we are increasing your tariff by 1 per month from 1 Dec 03".
I called up customer support number 08704130329 and received a reply saying
that it is in contract that they can increase the price without any notice
or any option to me. I have to continue the contract till July 04 or pay
up to July 04 and discontinue the contract. I think this is unfair and
I should get an option to continue or discontinue the service. Could you
please let me know what I can do about this unfair practice? Prasad
Ch .. 19 November 2003
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I too have had problems with phones 4 life
I'm at the end of my first year and have been told that I will not get
the phone I want I have just read all your interesting stories and am
now really outraged at this I have already reported singlepoint to oftel
and I'm about to take my case to trading standards because all of the
customers can't be wrong!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
In relation to all the stories, I have just arranged a full refund of
my phones for life and the way I did it was as follows so If you follow
what I did then hopefully you will get the same result:
First get on the phone and ask to speak to a Sales Manager DO NOT LET
THEM PHONE YOU BACK STAY ON THE LINE WHILE HE COMES TO THE PHONE, Second
before he speaks tell him what you were promised and that it was not fulfilled
by them, Third and lastly STATE that under the Sale of goods act 1979 "as described refers to any advertisment or verbal description made
by the trader.
This should hopefully get at least a full refund on the phones 4 life
policy good luck!!!!!!! Steven Williamson ... 24 November 2003
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I was recntly sent two letter by singlepoint
saying that my direct debit was no longer valid and that
I must pay within 14 day otherwise I would be fined 25. On the same day
I received another letter saying that I had been fined the 25 already.
Are singlepoint so stupid that they are the only people that didn't know
there had been a postal strike. Before this I had requested to terminate
my contract with them. I now keep receiving begging letters asking my
to stay a loyal customer. As if!!! Lucy Bryan ... 25 November
2003
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I have had the exact same problems and others.
Single point employees all tell you a different story
when you call. Currently I am in credit on my account because singlepoint
charged me for a phone that I was going to upgrade to that I didnt even
accept due to the fact that it is a down grade on my current model.
Also because they went through the upgrade process but went through with
they told me my tariff had to change as I had changed over from their
old system to their new and I am therefore paying a higher tariff.
So last month when I expected not to get charged I did and they have now
been holding onto the wrongly deducted money for 2 months! I havent even
had a credit note. Lets just say that I will not be calm if they scew
it up again this month. I will be cancelling ,my cotract and there is
no amount of arse licking they can do to keep me! The whole point is they
probably wont even try. Rachel Przybylski .. 1 December 2003
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I am glad to read that it is not just me. I am sick and tired of explaining to them that i am not called Mr Smart,
just because my wife took out the contract using her credit card that
was still in her maiden name. They have told me on about 10 occasions
that my records have been updated to give my actual name, but suprise,
suprise, whenever i ring them, they always greet with with "how can
i help you Mr Smart?". Start by calling me by the name i have just
given you, you muppet.
I have also had all the spool when i took the phone out informing me that
if i join phones 4 life, after 12 months i can upgrade to ANY phone that
is out at the time for absolutly no charge. When i went to school upgrade
meant you would move up. I dont see some crappy Nokia phone that they
offered me for free is a move up from the Samsung T100 i already had.
Sorry, they did offer me a nice Nokia N-gage ( for the small sum of 120),
even though i could get the phone on contract for free from most places
(which is what i did). Goodbye, and good riddance to phones 4 life. I
have moved over from the DARK SIDE.
Mr Hurst (NOT Mr Smart) ... 1 December 2003
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I received a phone call about 8 months ago
on a mobile phone deal which i said that i would be qiute
interested in. i was told in this conversation that i had that if i did
not like the contract that i could send the contract back and keep the
phone. i got a bill about 3 months later and i cancelled my account with
them i had signed no contract with them so i was qiute within my right
to cancell the account. i then recieved yet another bill and i wrote to
them again and told them to cancel my account which in return they did.
I got a phone call today from their debt collector's saying that I owe
them 420 pounds for the connection fee and I have never used the phone
and I am still waiting for somebody to pick the phone up. please can you
do something about this
Jane Blatherwick ... 8 December 2003
Well what can i say about
singlepoint 4 u. I was offered this phone for life a few
days after connecting in december 2001. The process was singlepoint sent
me a text message saying that there was a few connection details missing
and that i had to phone them up to verify a few details. When i did they
offered me a phone for life but i declined the offer because i did not
trust what the customer service agent told me. He advised that i could
get ANY handset next year for free regardless of price. the reason i didnt
take this offer was simply because it was too good to be true and mr leung
sze's story just verifies this. The sad thing was that when i asked what
connection details needed verifying they advised that there was no details
missing and everything was fine. So i paid for the call to singlepoint
for them to offer me bogus deals like Phone 4 life. whatever happened
to good customer care. James... 15 February 2002
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Comment from Singlepoint Customer Service on
Consumer Comments James 15th Feb 2002.
Thank you for your feedback. The Phones for life product is a genuine
product with some very real benefits to the consumer. Mr Sze complaint
above has been fully resolved to his satisfaction. Should anyone have
any concerns and comments please feel free to e mail our customer service
e mail address. (customer.service@singlepointsolutions.co.uk)
Singlepoint are committed to delivering the best in customer service.
Customer Service at Singlepoint...12 April 2002
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My fiance had exactly the same problem
with singlepoint. In the end after getting no help from
their customer support team she terminated her contract and purchased
a new phone.
Richard Chadwick...12 July 2002
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