Clear Mobile Nightmare!!!

Moyglish

I recently moved over to Clear Mobile due to them being on the Vodafone network and cheaper than Vodafone.

Added my debit card details to my account fine and paid the first bill, no issues there.

Month 2 got a notification to say bill hasn't been paid. Thought that was strange as I had enough money in my account to pay the bill.

Logged on to my account and it had somehow removed my saved debit card and wouldn't allow me to re-add it or another card. Wasn't able to pay the bill manually either.

Same thing happened month 3 and 4. Have been in touch with customer care numerous times about this issue.

They said it's a known technical glitch.

I said I was worried about my phone being suspended due to non payment. They said it wouldn't and would put a note on my account.

My account has now been suspended.

I have no way of trying to pay my overdue bill as I can't log online due to not being able to receive a verification code.

There is no helpline to call. Live chat on the website is never available.

I'm probably going to lose my number now that I've had for 25+yrs because of this mess up.

TheDriver

https://www.boards.ie/discussion/2058371619/clear-mobile-nightmare

Comreg. Email/chat clearmobile looking for a complaints number for a comreg case. Comreg will advise on the procedure but have everything documented. It will get escalated very quickly if there's no action.

Moyglish

Thank you. I've just been reading that.

I've just asked Clear Mobile how I can go about lodging a formal complaint so I can get a complaint reference number if I need to take it to ComReg.

vapourer

call clear mobile on 1800 11 11 29. Every network is required to have a phone number for complaints, that is their phone number

beachhead

Sounds like a right c..k up but all Clearmonbile's fault. A mention of Comeeg should wake up some one competent enough to sort the problem with payments

Lainey_b01

I have the exact same issues; the only difference is that I am a preexisting customer. I have now been incorrectly suspended twice due to a glitch that has been going on since May of this year, if not earlier. I gave them a chance and accepted an offer of credit earlier in the Summer, but now, with a reoccurrence, I am ending my service.

The product offering is great, but the risk of being suddenly incorrectly suspended is now too high, not to mention the hassle in trying to contact them to get a resolution. Enforcing compliance with regulation is the only way things are going to change, this is why I will be proceeding to complain to COMREG

Lainey_b01

Update on the above comment: if you get suspended, watch out to make sure Clear Mobile doesn't charge you for reconnecting service. It is a 25EUR charge and not clear on face of the invoice, if refers to "other account charges - in arrears". The online chat have applied credit and now applying to my card. I'm off to another provider once received. I'm sure I'm not the person who had been charged, another one to add to the COMREG complaint