Prices Satisfactory
Range of products Satisfactory
Quality of service Very poor
Staff Knowledge Very poor
Speed of delivery Satisfactory
Efficency of service Poor
After-sales service Poor

Right, I will try to write this objectively but with the bad customer service this company has dealt out to me and everyone else I know who has used them my opinion will become clear very quickly.

• What do they do?

  Apart from drive you to distraction? Well not a great deal really! They are your billing company usually if you have got a Vodafone contract although Vodafone use different companies too. They also deal with any changes you want to make regarding your tariff and basically do all the “customer care” (they are about as caring as Hannibal! in my humble opinion.) side of it all.

  The tariffs are good but I am not sure how much this is to do with them as it is Vodafone that are offering the tariffs and Singlepoint is simply your billing company. Unfortunately if you want a Vodafone tariff most of the time billing is dealt with through Singlepoint. Always check which company is doing your billing when signing up for a phone because Vodafone Connect also do billing and its better to go for them if you can.

• Billing

  The billing I received from this company was always accurate and as long as you are aware that they do charge and additional ￡1.50 for billing every month. This however is not the source of my complaint about the company.
  I have no complaints with my bills but my partner received bills for calls in his allowed time allowance and they were to normal lines. These calls were charged to his bill incorrectly and he had to wait to get a refund. When you buy a tariff with inclusive minutes you do not expect this to happen and he was obviously annoyed.

• Cancellation Process

  I phoned up Singlepoint and asked to cancel my contract; they informed me that I would have to write a letter which I understand is standard procedure when wanting to cancel a phone contract. I got put off by the daily grind and was soon charged another month’s line rental, entirely my fault. I wrote the letter and sent it off thinking that would be that and things would be cancelled. I have since been told that it takes a while for the cancellation to be processed or something although they confirmed they had received my letter, so I’ll be charged another month’s line rental. I assume it’s just another way of getting more cash out of me. Why is it that this has to be a long drawn out procedure? It is almost as though you are being penalised for leaving thier company.

• Porting a Number

My partner wished to take his number with him from Singlepoint when he left to take out a contract with someone else. He asked for his Pac code to be issued and Singlepoint did this in the form of a letter. You need to ask for a Pac code if you wish to transfer a number over to another network. They informed him that if he didn’t use the Pac code but didn’t cancel his contract he could simply keep paying bills and transfer his number later. He wanted to know just incase he decided not to go ahead with getting the new phone or porting the number straight away. It turned out he decided not to transfer his number as yet and thought he could do this whenever. When he requested to do this at a later date they told him the account had been automatically closed when they issued the Pac code or soon after. He was then told the number was completely lost. This was a very good number one he had been able to pick at the time and he had had it for years. Also everyone knew him by it and he was fuming! He had been completely misinformed.

• Be Warned

  I went away and whilst I was away I received a letter telling me about an overdue last bill, I was told if I didn’t respond within 14 days I would be fined an admin fee of ￡25! Now I am a forgetful person at times and I admit I have had to pay fees before but nothing as extortionate as ￡25 for a bill reminder! These guys will get you every way they can, believe me!

• Customer Services

  This is where Singlepoint falls square on its bum to put it politely. I have phoned on numerous occasions for different reasons and every time I have had to wait an average of fifteen minutes waiting for a person to talk to. Most of the time I just got fed up and put the phone down. They are probably hoping people will do this and hence not being able to contact them in time for their ￡25 admin fees to go through!

  The attitude of the people I have spoken to has been very varied. I have been surprised to find people helpful and friendly at the other end of the telephone but then this is not usually the case. Most of the time they obviously have the hump about something or other and sound like they really can’t be bothered to be there.

• Overall

  Avoid Singlepoint at all costs. They obviously have their redeeming features such as the odd employee that will give you a cheery hello but be aware that they may only be happy because they are about to inform you that you owe them ￡25 for a letter. I work at a mobile phone company and I have people phoning up all the time saying “and who does the billing for that tariff?” and I say “Singlepoint.” and they sensibly say “Oh I wont bother then!” Very wise people in my opinion.

Thank you for reading!