Sian T.
Terrible company
I’ve had the unfortunate experience of dealing with Plan.com, and I can confidently say it’s been a nightmare. Here are the key issues I've faced: 1. **Misleading Pricing**: When I initially joined, I was asked how much I was comfortable spending each month. I clearly stated my budget, and they assured me that both the plan and the phone I wanted were achievable within that amount. However, when I was about to sign the contract, I discovered that the VAT was not included in their pricing, which pushed the total well over my budget. They tried to gloss over these hidden costs, but after some back and forth, they finally adjusted the contract to include VAT. To make matters worse, I was blindsided by a requirement to pay two months upfront, which I had no prior knowledge of, right before Christmas. When I attempted to cancel my contract, I found out I was just one day over the cool-off period. 2. **Excessive Charges**: Plan.com charges a ridiculous £12 fee if you don’t set up a direct debit and prefer to pay by phone. On top of that, if you miss a payment by just one day, they slap you with an extra £20, making it feel like they’re just waiting to catch you out. 3. **Outrageous Roaming Charges**: While on holiday, I turned off my data roaming and even the signal button and relied solely on WiFi. Unfortunately, my phone connected to their signal towers without my knowledge whenever my WiFi dropped, leading to an astronomical £4000 bill in just four days. Despite receiving a text from them blocking my account after I exceeded my limit, they initially demanded I pay up. It took threatening to escalate the issue to the ombudsman for them to finally acknowledge their mistake and settle for a still outrageous £700. 4. **Unhelpful Customer Service**: Interactions with their staff have been terrible. They were not only rude but also sarcastic when I was trying to negotiate a payment plan that stretched to 17 months. It felt like they were more interested in making things difficult than actually helping. 5. **Constant Issues**: Since then, I've continued to face problems. Recently, they attempted to cut off my service two days before my bill was due, claiming I hadn’t honored my payment plan. After a frustrating call, they admitted it was an error on their part, but I suspect it was a ploy to take the remaining £500 balance in one go. Thankfully, I had changed the account linked to my direct debit, or I might have been in serious trouble. In short, my experience with Plan.com has been fraught with hidden fees, aggressive customer service, and billing errors. I strongly advise anyone considering their services to look elsewhere. This company prioritizes profit over customer satisfaction, and I regret ever signing up with them, I count down the days to end my contact and leave this awful company.