Unfulfilled Promises and Poor Support: Frustrating Experience with Number Retention and Activation Delays
I’m extremely disappointed with my recent experience after signing up for a broadband plan with Simba. At the time of registration, I clearly stated that I wanted to retain my existing landline number. I was assured by the customer service agent that once the broadband service was activated, I would receive a Welcome Email with instructions to initiate the number retention process. I was also explicitly told not to cancel my current telco service until this step was completed, in order to avoid losing my number. It has now been nearly a week since the activation, and I have yet to receive any Welcome Email. Despite sending multiple follow-up emails, the responses I’ve received—primarily from a representative named Cherry—have been repetitive and unhelpful, merely restating the same process without offering any resolution or escalation. Due to this delay and lack of proper support, I am now incurring unnecessary costs for a service I cannot fully utilize. This situation is unacceptable, and I believe Simba should take responsibility by compensating for the additional days of service lost due to their failure to follow through on what was promised.