I worked for a mobile phone broker, I'm not willing to say which one but it wasn't a major one.
It was quite a small outfit that dealt with Orange upgrades at first. I was brought in as a Customer service Manager dealing with complaints regarding midterm upgrades.
They basically rang businesses, pretending to be Orange, duping customers into upgrades and porting numbers etc to make them look like new customers for higher commissions.
They offered these poor customers ridiculously cheap packages by sending them cheap phones and giving them significant discounts on high tariffs for 12 months. Then in 12 months time, those who weren't 'band 5 customers' were stuck with massive £50+ monthly tariffs.
After the 12 months we had nearly a thousand customers due their midterm reviews and they were ringing up to complain that their tariffs had gone up.
I must have dealt with about 30 complaints a day, being abused, called a cowboy a conman everything. I had no idea what I had let myself in for. I tried my best to turn these customers around, visiting them and going through other options trying to help them out of the mess the company had put them under. After 18 months of dealing with it, I could do it no longer.
Customers who did cotton on, used to send their phones back within the 7 days cooling off period, but they would be sent back out to them and the company I worked for denied ever receiving them.
I made some major changes in my time there which made a real difference in the customer service and productivity was much better, so when we started selling O2 plans, we were awarded an O2 partnership, but my moral compass couldn't handle it working for the company anymore. The sales department were dirty fraudsters. So I left and they tried offering me pay rises etc to keep me there.
These networks should keep their sales in house!
It was quite a small outfit that dealt with Orange upgrades at first. I was brought in as a Customer service Manager dealing with complaints regarding midterm upgrades.
They basically rang businesses, pretending to be Orange, duping customers into upgrades and porting numbers etc to make them look like new customers for higher commissions.
They offered these poor customers ridiculously cheap packages by sending them cheap phones and giving them significant discounts on high tariffs for 12 months. Then in 12 months time, those who weren't 'band 5 customers' were stuck with massive £50+ monthly tariffs.
After the 12 months we had nearly a thousand customers due their midterm reviews and they were ringing up to complain that their tariffs had gone up.
I must have dealt with about 30 complaints a day, being abused, called a cowboy a conman everything. I had no idea what I had let myself in for. I tried my best to turn these customers around, visiting them and going through other options trying to help them out of the mess the company had put them under. After 18 months of dealing with it, I could do it no longer.
Customers who did cotton on, used to send their phones back within the 7 days cooling off period, but they would be sent back out to them and the company I worked for denied ever receiving them.
I made some major changes in my time there which made a real difference in the customer service and productivity was much better, so when we started selling O2 plans, we were awarded an O2 partnership, but my moral compass couldn't handle it working for the company anymore. The sales department were dirty fraudsters. So I left and they tried offering me pay rises etc to keep me there.
These networks should keep their sales in house!



