Review of Unicom


Rated 1 out of 5 stars

An awful experience trying to deal with…

An awful experience trying to deal with this company recently - I'm the network manager for a food company, and we have one of our branch offices supplied with a line from Unicom.

We contacted them on 18th August last year to cancel the line (as we were moving to BT), and I made sure they had the correct contact information to get back in touch we me. I made the assumption that there was no problem, and moved on to other tasks.
We got a request for payment on the line in December of that year though, so I contacted the company on the 29/12, confirming the earlier communications.
On 31/12/20, I was contacted by a member of their call centre team, who was very rude and unhelpful - to the point that I informed her that I was going to terminate the call if she could not be civil, and would deal with the matter in writing. Following that call I complained to the company, sent the earlier communications again and requested a copy of all of our company details from their CRM and the call recordings of the call earlier that day.
I was contacted again on 6/1/21 by a different agent, who apologised for the previous contact, said they had found the original contact information, had cancelled the line and had removed the charges - in fact we were owed money that had been taken by Direct Debit.

On 27th January, we received another request for payment, with no mention of the cancellation or the fact that we were owed money by them, not vice-versa. We again responded in writing, including all the previous evidence and copies of emails sent and received, and again requesting data from the CRM system and transcripts of calls.

Overall, their handling of the situation has been a shambles, and has chewed up hours of my time trying to resolve a simple issue that should have been routine. They seem to ignore inbound communications and not action the statements made by their call centre operatives, and I cannot recommend enough that based on our experience - that people steer clear of them entirely.

Date of experience: February 26, 2021

Reply from Unicom

Good Morning,

We are sorry to hear you have been experiencing these issues, thank you for confirming your account information, reviewing this further I can see there are pending credits on your account for both additional and service charges. I have logged your enquiry and a member of our customer service team will be in touch with you shortly to discuss this in further detail.

The landline on the account then directs to string of various departments on your IVR, sending you private message to provide the best contact number to get you on.

Kind Regards,

Kris
Customer Service

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