Copy of my complaint on their "General Enquiries" page (there is nowhere on their site to actually lodge a complaint):
What a bunch of useless, unhelpful people you are!!!
I have wasted nearly 2 hrs of my day so far to arrange a sim-swap. Something I was told by the first "consultant" I spoke to, would take about 10 minutes. WRONG!!!
I have now made 4 calls to your "Customer Service" line and still have not had the problem resolved. The first call was just a few minutes after 08h00 and was answered quickly. However, the follow up calls each took on average 15 minutes before they were answered. Each of these calls involved 2-3 periods of 5 minutes or more on hold, while the "consultant" had to consult on how to deal with the problem. And these calls were made from my land-line at cellular rates, as of course my cell phone was not working (the reason for the call in the first place).
This is not even vaguely acceptable, and is the reason that both my wife and I will be moving to a new service provider the moment our contracts expire.
I notice that there is nowhere on your website to lodge a complaint...
How typical!
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