We thank our readers for their testimony on this case. Our doubts of customer account management have steps been confirmed or reversed by the néo-opérateur, but your testimony give us new light...
Following our article on 24 April concerning the problems of termination of automatic lines for cause of unpaid for some Free Mobile customers, we have received many accounts to offset our doubts about the methods used by the néo-opérateur the "good" computer management of its customers. Before going further, please note that we always expect a response on the part of Free Mobile and Iliad on this subject, that despite our reminders remain silent for the time being.
To better understand what is happening from the point of view of a customer, we selected one of the email we received:
I am writing to bring some clarification to article "Free Mobile: termination of office for outstanding?", part I of the cancelled Office and with the subscription to €15.99.
My RIB was poorly made outset (because of a bug in Free failing key RIB starting at 0). I called 3 times to correct the very thing before receiving my SIM card, which affirmed the customer service not being able to do so and that this would be "quickly as possible" via the heading "My account" in the customer area on the Internet. Of course, that was the most time.
I sent them a RIB by mail, thanks to 4 weeks to process. Result, first denied collection... In the aftermath, an advisor called, to tell me that I could resolve the outstanding credit card, and that he could - finally - correctly enter my RIB.
Result: settled outstanding RIB ok, rectified... situation 2 months so far were collected and there was therefore no unpaid, at most a delay of a few days on the 1 month which, let us recall, is paid in advance.
My line but was cut on April 14, as those of many other customers. I immediately called customer service of Free Mobile, who asked me to send a recommended. This was done in the wake. This is almost 2 weeks I look now. I have called numerous times customer service which told me nothing could do, and that the situation will be rectified "soon"...
They give me the impression of being overwhelmed, my number is lost, and I am the reverse of the NRJ Mobile pub: I have a mobile, but not of SIM card. This suits me well, because I'm currently looking for a new job (the end of CSD requires) and my number is volatilized, I used 12 years and which appeared on my CV.
"Thank you Free…"
Even if all clients are not affected by this problem, those that are will have therefore lost everything in the case. Difficult to understand how this can happen, especially as Iliad is not in its first move to test on this sector. The automatic collection of Free ADSL subscriptions are made correctly, regardless of the used RIB.