Sunday, October 31, 2004

The iSIM saga - Don't sign up with iSIM

The iSIM saga
On the 13th of October I found a new online prepaid mobile phone deal called iSIM. The rates looked good and they provide GPRS access on their prepaid plan.
You can find out all about them here http://www.isim.com.au/Prepaid/Home.aspx

BUT WHATEVER YOU DO DON’T SIGN UP WITH THEM.
FIRST READ THIS….

So I signed up and paid $19.95 on my credit card
I promptly got this reply (personal details removed):


iSIM - Powered by Optus Welcome - Invoice

Dear Dr Roodyn,

Thank you for choosing iSIM. You can now enjoy the great competitive rates, which include:
• 39c a Minute (per second billing)
• No flag fall on calls within Australia
• 15c per SMS (up to 160 characters)
• 19c voicemail retrieval.
You also have the convenience of recharging your account 24 hours per day, 7 days a week online or via SMS.

iSIM would like to confirm your user name and password are correct when you signed up with iSIM:
User Name:
Password:

If the above details are incorrect, please email us on:

mailto:help@isim.com.au

We hope you enjoy your service with iSIM. For further information, please visit www.isim.com.au today. If you require help related to your account or services, please read our FAQs at:

Frequently Asked Questions

Please find attached your Tax Invoice for future reference.

Once again, thank you for choosing iSIM!

Kind regards,

The iSIM Team


So I thought that’s great – and expected to get my SIM card in the mail.
A couple of days later I decide to go to the iSIM website and check the status of my order – I wonder if my SIM card has been sent to me yet.
I discover that the order has been cancelled so I wrote iSIM the following email:



Hi,
My user name is NRoodyn.
On October 13th I used the web site to order an iSim card for my phone.
There were a few issues with getting the website to accept my details – maybe because I am not an Australian resident?
Anyway eventually it seemed to be accepted and I was notified that my transaction was complete,
Now when I look on the web site it states that “Your iSIM order has been cancelled.”
Please can you contact me so that I can use your services?
regards
Dr. Neil Roodyn
Increase the value of your Software Business
Neil@Roodyn.com


To which I received this prompt response:

Dear iSIM customer,

Thank you for your enquiry.

This is what we have been informed by the credit department as below.

CANCELLED BY CREDIT DEPARTMENT. CANCELLATION: SIMplus may immediately cancel the Service in a variety of circumstances, including: if, there are reasonable grounds to suspect that you provided incorrect information to activate the Service; there has been fraud or misuse by you in relation to the Service; you transfer your SIM to another party without obtaining SIMplus' consent to do so; or you breach the terms of the SFOA. You may cancel the Service if SIMplus breaches the terms of the SFOA. Upon cancellation, you must promptly return the SIM to SIMplus.We hope you enjoy our service with iSIM. For further information, please visit www.isim.com.au today.

Kind regards,


To which I replied thus:


Ok, so how can resolve this?
I would like to order a SIM card for use in my phone.
Is there a way you can call me and get this happening?
My phone number is:

regards
Dr. Neil Roodyn
Increase the value of your Software Business


And their response was:


Dear iSIM customer,

Thank you for your enquiry.

Unfortunatly there is nothing that we are able to do now, credit have cancelled the order, we are unable to change this. if you have been charged for this transacion a credit will be reaised with in 72 hours to your credit card.
We hope you enjoy our service with iSIM. For further information, please visit www.isim.com.au today.

Kind regards,

iSIM Team


To which I responded with:


I understand that this order has been cancelled and there is nothing you can do about this particular order.
The question I am asking is how do I go about placing another order for an iSIM card when the web site doesn't accept my details?

regards
Dr. Neil Roodyn
Increase the value of your Software Business


And they came back to me with this:


Dear iSIM customer,

Thank you for your enquiry.

Unfortunatly if you have had a order cancelled you wont be able to sign up for a service with isim. We suggest that you do seek a mobile service with a different service provider.
We hope you enjoy our service with iSIM. For further information, please visit www.isim.com.au today.

Kind regards,

iSIM Team


One thing I was interested in was how I was supposed to ‘enjoy our service with iSIM’ when they refused to do business with me.

At this point I thought, ok fair enough I’ll get my money back and stay with Vodafone.
So when 5 days later my $19.95 had still not been refunded I thought I should contact them again:


Hi,

I have been told that my account has been cancelled. I am not sure why this is. It appeared at first to be an issue with my credit card, but I now see from my credit card statement that you have taken the money from my credit card.
The money was taken on 13th October. It is now 20th October and neither has the money been refunded or my iSim card arrived.
I would like to receive an iSim card. If this is not possible then I would like to know why my money has not been refunded.
I would appreciate it if someone could call me to work this out on

regards
Dr. Neil Roodyn
Increase the value of your Software Business


Of course they did not phone me but they did get back via email again:


Dear iSIM customer,

Thank you for your enquiry.

Your refund was raised on the 15th October and approved by my Manager on the 18th October. so your refund will be processed in the next few days.

We hope you enjoy our service with iSIM. For further information, please visit www.isim.com.au today.

Kind regards,
Marlene
iSIM Team


Great so I should my money back in a few days, but I wanted to clarify this os I wrote them another email:

Hello,

Just to be clear, I want to make sure this is correct.
The payment was made on 13th October, on the 15th October I am told that for credit reasons the account cannot be opened, and yet iSIM still deducts the money from my account. It then takes 3 days to get the 'refund' approved and then from today (20th October) it takes another 'few days' for me to get my money.
Is this correct?

How does this equate to the 72 hours I was told previously it would take to refund my account?

regards
Dr. Neil Roodyn
Increase the value of your Software Business


To which they responded:

Dear iSIM customer,

Thank you for your enquiry.

The funds are deducted at the point of sign up, it is only after this that you did not meet the criteria for credit.

Unfortunatly we need to follow procedures, this refund has been processed and sent to the banks, it can take the bank a few days to process this request.
We hope you enjoy our service with iSIM. For further information, please visit www.isim.com.au today.

Kind regards,

iSIM Team


Another 6 days go past and no sign of my money so I figure it is time to write to them again:

Last week I was told I would receive my refund for the iSIM account that could not be activated for credit reasons. I still have not received the refund.
Will you please advise as to when this is likely to happen?

regards
Dr. Neil Roodyn
Increase the value of your Software Business


To which they responded:

Dear iSIM customer,

Thank you for your enquiry.

You should recieve the refund with in the next working week. I will look into the credit today to make sure this has been done for youWe hope you enjoy our service with iSIM. For further information, please visit www.isim.com.au today.

Kind regards,

iSIM Team


Well I have still not received the refund and right now I don’t really expect to see that money again. So I am posting this here in the hope that some other folks read this and don’t sign up with iSIM.

24 comments:

Anonymous said...

Hi Dr Neil,

I found a link to your blog on Imobile's comments page and I found it pretty digusting how you've been treated. I signed up with Isim about 3 months ago for $1 for $20 credit. Everything went fine until I ported out. They won't remove my account details and keep sending me promotional emails about a service I no longer have. I've just emailed them about how I can no longer make calls on my phone and how it's really annoying. Maybe then someone will realise I'm no longer a customer and remove me from whatever crazy mailing lists they have me on. They also keep sending me emails relating to someone elses account which is very disturbing.
I'm now with Revolution Telecom (revtel.com.au) who I think are fantastic. Cheap call rates and no BS (their words, not mine). Anyway, I hope you get your money back and if you don't I hope everyone knows about it. Good luck. -Charlie

Anonymous said...

Unfortunate circumstances no doubt, but, for every 1 disappointed customer, there are 1000's of satisfied ones of which I am one. iSim has saved me on average some $40.00 per month and I have not had one issue from the time I signed up, to this day. I would recommend the service to anyone.

iSim Fan.

Graham Michell said...

Hi Dr Neil,
I feel for you, not being able to become an ISIM customer. I run a
business, www.thephonereport.com and after looking at the alternatives I decided to use and recommend ISIM.

I have not had one complaint with ISIM so far and the customer service people have been excellent.

I also have a credit card consultancy company and I am aware that credit card fraud is a major issue. I can understand why companies take a "broad brush" approach to rejecting certain CC transactions but I would have thought that it would be possible for ISIM to take a "human" approach and look into this on a case by case basis. It seems to me that they probably need to have a look at their systems and procedures to take these situations into account.

I will note this in The Phone Report.

Cheers

Graham Michell

Anonymous said...

Hi Dr Neil, I have to agree with your statement, as I have regretted using simplus for more than 2 years. After my original contract ended, I decided to accept the deal (No contract Plan) when their sale representative keep calling me. Recently, I decided to switch to vodaphone since they provide better customer service and prices compared to simplus. I was shocked when I recieve the bill, requiring me to pay a 'Port out Admin Fee' since I transfer my number to vodaphone. In their terms and condition, clause 10:2, it's written that a charge will be imposed if I end the service prior to my contract. Worst of all, my vodaphone service was activated on 20th April (means I can start calling out), on my bill, there was sms charges from 30th Apr to 2nd of May. I wrote to them and their reply was :

When your contract was finished you were charged on a month to month basis and the admin fee for porting out has nothing to do with the original contract. It is charged whether you are in a contract or not. The charges
on the account past the disconnection date are SMS promo and you will need to cancel these by contacting the company that is sending them. This is something you have subscribed to.

Frankly speaking, I do not understand what they mean. In the end, I still have to call them...hope I can get an answer later. Cheers-Al

Anonymous said...

I also use iSIM and cant fault there service I suggest you email them again if you have still not received your refund as I am sure it is an oversight.....

tweedledeetweedledum said...

This blog is awesome! If you get a chance you may want to visit this software and tool site, it's pretty awesome too!

divertimento resources said...

How I Made A Fortune with Accept Credit Card Payment Online.

Joe Muka said...

Hi, Saw your site late night. Some of your ideas I may use for my site about voip training It's kind of a boring topic...I liked some of your info.

aranguy said...

I've just spruced up my blog with relevant content and I'm looking for comments from
bloggers with smilar interests.

ebgcommute said...

Hey, you have an interesting blog here! I'm definitely going to visit often!
I have a debt reduction service site. It pretty much covers debt reduction service related stuff.
check it out if you get time :-)

Anonymous said...

Great Blog! I wanted to share this with you. Are you tired of the Internet Marketing Rat Race? business cookie from home start


Check this out when you have time :-)

TT said...

Hi,
I think it's great to offer your thoughts and ideas across to a worldwide audience for comment. At present, this is my own blog broadband phone service and although the subject matter is totally different from the one you're writing about perhaps it does affect us all in some way!

PolarTrader said...

Hi!

I really enjoy your blog aimed at VoiP Solution.
This VoiP Soulution is based on P2P and I'am very impressed of all the options. It must be some of the best Voip Solutions Architecture on the net.
As an Affiliate you get a very lucrative income potentials, Total company payout: 90%
ip k solution voip
and
ip k solution voip

Regards

Trond K.

WorldTrader said...

Hi!

I really enjoy your blog aimed at VoiP Solution.
This VoiP Soulution is based on P2P and I'am very impressed of all the options. It must be some of the best Voip Solutions Architecture on the net.
As an Affiliate you get a very lucrative income potentials, Total company payout: 90%
architecture london solution voip
and
architecture london solution voip

Regards

Trond K.

heropoo said...

Your blog is excellent - keep it up! Don't miss visiting this site about 0 credit card. It pretty much covers 0 credit card related stuff.

editor said...

Superb Blog. Keep the good work.
I thought the possibility to watch satellite on pc might be interesting.Imagine having the possibility to have live satellite on your pc.
Watch sky cable for free on your laptop and never miss your favourite program.

startonline said...

Your blog is excellent - keep it up! Don't miss visiting this site about credit card application. It pretty much covers credit card application related stuff.

Anonymous said...

One good resource for old software and many more free software alternatives is Software4YourSuccess.com
Yes it is my site and I would love for you to drop by for a second. From there you will have free access to several of my products such as The Marketing Toolbar (which is goldmine of information on how to do things quickly and on the cheap, thus saving you time and money).
Also for webmasters I have created Webmaster Wizards, which will help you with almost every aspect of putting code on your site from things such as legal and privacy disclaimers to popunders. I have so much content and free software there I could fill up this whole blog, so check it out Thanks, Sincerely Rob Rudd

Anonymous said...

Hi i am totally blown away with the blogs people have created its so much fun to read alot of good info and you have also one of the best blogs !! Have some time check my bad card credit credit help site.

Anonymous said...

well no wonder you could not get an isim, you need to be an Australian Resiedent and get it shipped to an Australian Address

kerry said...

good to see a blog dealing with credit card issues. Credit cards are a necessity in Western Life. Sadly they can be one of our biggest liabilities. I have a site dealing with credit card debt management. You might like to take a look

ecommercewebmaster12 said...

As a top-rated company in the world of ecommerce, Infyecommercesolution has carved out a niche for itself and with the ecommerce solution provided by the company receiving accolades from clients all over the world, it has, in the true sense of the word, grown up to be a top-notch outsourcing software development company. For details on all the services provided by the company, visit http://www.infyecommercesolution.com.

seo.media said...

E-commerce has become an integral part of business organizations that are keen to sell their products worldwide. With the evolvement of internet, commercial activities are heading towards use of more and more electronic commerce services. For this, explicit websites are designed and developed in a proficient and adept manner ho help these kinds of business practices. The process begins with web design and development. Web design is the art of designing a website with graphics, animations, content, keywords etc. keeping in view the search engine mechanism. Best web designers work with their creative mind and are focused on the goal oriented projects. Hence, developing programs and applications in a strategic way can generate more income from your business.We create compelling websites that deliver the digital solutions our clients demand. We're committed to service, cooperation, and communication throughout each step of the web development and design process. Website Development Company specializing in great service at affordable website design prices. Our web developers work hard for you!

Anonymous said...

Poker on line sign up poker account for free huge and gift promotion.
free no deposit need id have similar free starting $50 capital for $50 bankroll.
Over fifty sponsors dollars euro with free bankroll no id veryfication all possible $50 bankrolls.
starting bankrolls and capital for poker bonuses need no risk information for poker, no deposit bonuses no id verify from bet poker blog.
money poker I came across another great free cheap bonus through them bankroll poker . Do you want to try Full tilt room texas hold em? instant poker bonus - Poker online no deposit $45 bonus promotions.
bonus for full tilt Poker we have. poker bonus darmowe promocje bez depozytu tylko dokonaj za darmo.
Ale także bez wpłaty no i titan,poker darmowe free vulcan i party poker w promocji bez wpłaty pieniędzy to ma być poziomo mansion $50 plus 100 no id verification.
Graj bez beponowaia pieniędzy online poker i casino online free promo.