I ordered a monthly pay sim, it took a week to come, i left it in its packaging, I tried to contact them a week later to cancel it. Now bear in mind they dont have any contact info but the "Community" for questions and a live chat bot to talk to, if you go in enough circles or as i learned swear - then it will offer to talk to an agent. Great you think just swear get an agent. Nah here's an excerpt of ALL of my chats: iD Chatbot: I'll transfer you to a member of our Live Chat team. iD Chatbot: Sorry, all our Live Chat agents are currently unavailable. Please try again later. Then the killer you get chucked in a nice queue - here is an excerpt for this one: Info: Please wait while your chat is transferred to the best agent for your query. Info: All our agents are busy helping other customers. Your estimated waiting time is 15 minutes and 0 seconds. Thanks for your patience. Info: All our agents are busy helping other customers. Your estimated waiting time is 16 minutes and 0 seconds. Thanks for your patience. You might think i pasted this in wrong, nope your wait time will increase too :D free of charge. It took 25 minutes to cancel the original phone contract that was not activated and within the 14 day cancellation period. At the end i was told by an employee going by Bash: Can you confirm that you understand all of the information I have just read to you, and do you have any questions? Nik: I understand, can you confirm that i have no outstanding bills / charges? Bash: I can agree, as the sim has not been used. Nik: ok thank you Then i waited for two weeks to find that they had put a charge through on my account in the amount of £6 ish. So great i confirmed they wouldnt and me being trusting did NOT cancel the direct debit, they stealth charged me - naturally i immediately cancel the direct debit. So back to the chat box we go - swear at the bot until i get in a queue and finally get someone. Took 45 minutes this time to explain why it was a problem as pasting a transcript copy of the fact i was told no charge would happen was not enough. Eventually they said ok we will refund it and we will add £4 compensation for the trouble. After i asked for compensation. So basically irritated and wanted to be over with i said fine. Now its 1 week later - and they havent refunded me so i'm really getting irritated i bet they charge fees for late payment right? So here i go swear at the bot some more. Takes me over an hour because this person couldnt give a flying frog: Mukelwa Luthuli:I'm so sorry about the inconvenience however I am chatting to more than person. I am reviewing your complaint I will be with you shortly. I'm so sorry for the delay. Yeah they literally left me sitting for upwards of 10 minutes between answers. No kidding. So here we are waiting for them to cook baguettes each time i give an answer because they have another 30 chumps to string along. And they tell me they didnt pay as i cancelled the direct debit, no sheet. So i ask that this be set as deadlocked as i was NOT happy and want to go to the ombudsman. They said impossible as i already closed the original complaint. And i question how it can be closed when the absolutely failed to do what they said they would? so for this exchange we are like 2 tuna mayo and 1 cheese & tomato done (30 minutes) to get to this point - because this guy gets paid for the amount of time he talks to a customer not how happy they are. And he finally says they will email me from the complaints department later and deal with it. So im down 3 hours of my life because i decided i might go with a contract with them. You want this - be my guest your buffet of 10 minute cooking periods to talk to them about ANYTHING. Oh incase you think "ah ill just ask for a manager": Nik at 18:10, Dec 18: please get a manager Mukelwa Luthuli at 18:11, Dec 18: Please grant me a moment I am getting a manager for you Nik. Nik at 18:15, Dec 18: 5 minutes to get a manager. Mukelwa Luthuli at 18:17, Dec 18: Thank you for waiting. I'm afraid my manager is currently busy and I have logged a complaint on your behalf please see the summary of your complaint below: Customer is unhappy with our live chat processes as it is very slow and takes up all her time. The reference number is 224849XXX. Yeah in the time that they took to tell me nope no manager i had a sex change.. So its clear they really care about the customer, they find a way to avoid dealing with them by making the process as hard as possible and