KnowRoaming

They wiped out $22.44 US from my account due to a new policy that was instituted after I purchased credit on Feb 3, 2018.

I called today Dec 21, 2018 as I noticed my credit of $22.44 was missing(the balance was provided by the company as I didn't know the exact amount). I spoke to *** and she said there was a new policy that if you didn't recharge within 9 months your credit would be lost and that I would have received an email about this. But she wanted me to purchase more credit and then they would return the credit they wiped out on Dec 1, 2018.

I was very upset and asked for a supervisor and she said one would get back to me later today in regular business hours. Minutes later I got an email:

"All prepaid credit and unused data packages will expire nine (9) months after the last prepaid credit purchase unless otherwise stated. Any prepaid credit balance and unused data packages remaining in the account will expire if the customer does not make another prepaid credit purchase for a period of nine months. KnowRoaming allows a grace period of seven calendar days following the credit expiration date in order to purchase more credit and retain the prepaid balance and unused data packages.

As per the changes, if you have not added any prepaid credit to your account in the last nine months, any prepaid credit balance and unused data packages remaining in the account will expire. Please refer to the email sent February 14th or visit https://www.knowroaming.com/#fair-use-policy for full details.

Since you are a valued customer, even if you are past the 7-day grace period, we can still restore any expired credit or packages, if you perform a minimum reload to your account. Simply let us know once you have added credit to your account and we will have our Billing Team restore your account."

I needed the sim card and not the credit but as I would be traveling for 3 years abroad figured the credit could be used in an emergency. And I do not recall getting an email about the change of policy 10 days after I purchased it because if I did I would have returned it and bought from a different company.

***

I emailed her asking for the product I bought showing my credit would expire when I purchased the credit but obviously that could not be sent as the policy changed per her email after I bought the credit.

They wiped out $30 US from my account on account of a "new policy" that was instituted well after I originally purchased credit for international roaming. The following is our email correspondence:

Me:
Hi,

I believe there is a missing credit on my account. When I open the app, it says I have a balance of $0, but I did have $65 dollars total ($50 + $15 promo) and only used $35.18 to date in data (according to your app).

I believe the app had updated on my phone at one point and had the credit disappear. It was working fine in April when I used your services for the US for a couple days.

Please fix this issue.

"***":
Hi ***,

Thank you for reaching out to us.

On February 14th 2018, we emailed customers advising of updates to our policies and our prepaid credit expiry terms.

"..All prepaid credit and unused data packages will expire nine (9) months after the last prepaid credit purchase, unless otherwise stated. Any prepaid credit balance and unused data packages remaining in the account will expire if the customer does not make another prepaid credit purchase for a period of nine months..."

As per the changes, if you have not added any prepaid credit to your account in the last nine months, any prepaid credit balance and unused data packages remaining in the account will expire.

Please refer to the email sent February 14th or visit https://www.knowroaming.com/#fair-use-policy for full details.

Should you have any further questions or concerns, please don't hesitate to contact us.

Best regards,

Me:
Well that is silly. I was planning on using my credit, and possibly further using your service this upcoming month for a trip to Europe - hence why I even opened your app today to ensure everything was in order.

These were not the terms I had signed up with when I purchased all of the KnowRoaming gear and credit back in 2017 - well before this new unfair "policy" was enacted.

I have been an early adopter, advocate, and fan - to which KnowRoaming received many customers from my direct referral in the past. I would like to still hold your company to such an esteem.

Please let me know if we can do anything about me retrieving my credit purchased under the policy to which I had agreed to when I originally purchased the credit.

"***":

Hi ***,

Thank you for your reply.

If you top up your account with a minimum of $25, we will reinstate your old balance of $55.57.

We look forward to your reply.

Me:
Hi ***,

I still do not think that is acceptable.

If you reinstate the balance owed, I am likely to use your services further, and therefore consciously decide to buy more credit freely. Keeping my original balance owed hostage for a $25 ransom is very a questionable business practice in my opinion.

As I said before, I have been an advocate and fan of your company. It is a great service, and as a Canadian makes me proud of a great product that should be getting more attention (and again in the past I have freely and passionately pushed your product along to my many of my personal globe-trotter friends).

Please let me know when you will be releasing the $30.57 owed. You have certainly received much more than $25 worth of good word from me in the past.

*After that I received one more email saying that nothing will be done.

Knowroaming offer a approximately half price sale on data. I purchase a the maximum a couple of hundred dollars. Shortly after they changed there policy to not allow you to hold a data balance after 9 months of purchase and wiped approximately $140.00 dollars from my account. I expect this money refunded.

After switching cell phones/providers, I was told that I would need to purchase another sticker. When I said I do not want to and wanted to cancel my account, I was told my $50 credit is non refundable. No where are you told this when you top up the account through the app. I indicated that I would like a refund and that they can not just keep my money I was basically told too bad. I also indicated that I was not happy with the product in the first place, to no avail at a refund.

Despite following the instructions this product did not work when I was overseas. Around 10/17 I called customer support where the representative was not only rude but gave up on trying to solve my issue. Needless to say, your product didn't work when I needed it and I was left on my own to try and troubleshoot my issues.