Carphone Warehouse has been forced to apologise after
customers moving from its MVNO, Fresh Mobile, to Talkmobile were
left confused by the process.
The independent retailer is currently in the process of closing
down Fresh Mobile, which runs on the T-Mobile network.
Customers were informed in January that the MVNO would close down
by today (19 March), and that they would not be able to top-up
their phones from 22 February. They were told they could transfer
remaining credit to their new accounts.
But customers were left confused after call centre and store
staff told them that remaining credit on the Fresh Mobile network
would not be transferred to their Talkmobile accounts.
Consumer website Moneysupermarket.com has seen Fresh Mobile
customers visiting its website in droves, detailing the problems
they have had with the transition process.
A dedicated forum created in January has had 7,935 views, with
customers complaining that they were told they would not be able
to transfer any remaining credit to Talkmobile.
One post on the forum said: Fresh tell me that existing credit on
a Fresh Sim card cannot and will not be transferred to
Carphone said customers will be given any remaining credit on
their Talkmobile account by 15 April.
A Carphone spokesman said: We are planning to migrate our Fresh
customer base onto our Talkmobile service by the end of March.
This is part of our overall strategy to consolidate our entire
MVNO base onto a single network, offering existing customers the
opportunity to upgrade their service to incorporate roaming,
mobile internet, free voicemail and better value tariffs.
Fresh customers who have more credit left on their accounts than
is initially provided when they join Talkmobile will receive the
difference on their Talkmobile account by the 15 April. We
apologise to anyone who received contrary information.