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Original Comment Until 3 days ago, I was happy with Wind despite my cell phone being stolen. On Sept 4, 2014 I went to your office at Bramalea City Centre to find out how I could get the account that was attached to the phone that was stolen transferred. Owing to the fact that there was a tab on it and it was also under my mom's name, I was advised to do a number of things, pay the tab, have my mom transfer the account to my name, purchase another phone and wind will do the transfer. Sounds simple right? The phone that I needed was out of stock, so the rep told me that since I wanted to use the same number that was stolen, I'm to just purchase the phone at another location and call customer service to have it done. So Sept 5th I went to another Wind dealer on Queen Street to purchase the phone. I told the rep the same thing and ask to purchase a device and SIM card as I need to call customer to transfer the account. After making the purchase, I went home and called customer service from my home phone. The rep, Ceramos spoke with my mom, hang up then called back in 2 mins to speak with me to transfer the account over. She also took the payment for the tab. I made some specific request of her:<br /> 1. Make sure that the stolen phone is still blacklisted<br /> 2. After the transfer my account should be reflecting the number that was attached to the stolen phone<br /> 3. The plan should reflect the $35 promotion under which I bought the new SIM card and phone and the due date as such.<br /> She reassured me in the end that it was done. <br /> A few hours later I was setting up my Whatsapp and noticed that the messages were coming through. I also called the line with my home phone and it says unavailable. I was puzzled so I called customer service again only to be told that I can't access a blocked number, I need to purchase another SIM card and call them again to activate it which made me hopping mad.<br /> After 20 mins of intense conversation, I was told by Andy to purchase another SIM card and a credit adjustment will be made to my account for the new SIM card. I agreed and was given a case number C18676887 for tracking. Andy also said that all I need to do was to purchase a new SIM card and call back to have the transfer done. <br /> Today Sept 6th, having purchase the new SIM card, called customer service, give the rep, Muhammad the case and SIM card number, he later told me that he has sent my detail to the back office and they will call me back. So I'm home waiting for a call back. Having waited 45 mins, I called the contact centre again, gave Abdullah my case number and said why I'm calling. To my surprise, I was being told that the turnaround time for a call back re my dispute is 5 working days. Come on now! At no point in time, in any of the conversation that I had with either Andy or Muhammad, was I told that this was going to take an additional 5 working days. Wind mobile has left me bitter and frustrated. There is no consistency with the information, also if you need to escalate an issue the reps find it funny as if they know it's a waste of time and that Wind won't do anything about it. <br /> Are you serious about customer service? How do you plan on keeping and attracting new customers if your staff isn't equipped to manage clients concerns in a timely manner? There are so many issues here, I just could not state everything as it would take a lot more time which I really don't have. I have suffered this inconvenience not only based on lack of knowledge and training but also because your representative lack a keep element in customer service which is empathy.

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