Problem with HITS

It does sound as if HITS Mobile have starting taking penalty charges from your account.  I have been in dispute with them for well over a month.  Their customer service department is anything but!  My own problems started when I received a routine replacement credit card.  My monthly account is paid via my credit card.  HITS website only states that the card has to be valid and current to set up the account, however, they actually input an expiry date for every payment.  My 1st penalty payment was for not knowing they did this.  As soon as my bank told me this they were provided the fresh date, but continued to input the expired date - my second penalty payment!

In the meantime, my bank then told me my card details had been compromised and they were issuing a totally new account number and card.  On learning this I then believed it was related to the problem HITS had in taking similar payments in May when they delayed taking similar card payments until June!  HITS were again immediately emailed notifying of them of the stopped account detail.  They still persisted in attempting to use the old card detail of the compromised card.  Another penalty payment.  The day the new card arrived, 7 days later, they were phoned with the new card detail to provide payments.  24 hours later a text was received to confirm payment pending on the new card.  5 days later they stopped my account for non payment again and it took me TWO HOURS on the phone, mostly on hold until getting cut off to once again give them the identical information again.  These calls were then being charged as more than the 100 minutes allowance and more had been used on their "customer service" department.

Several emails later all they will say is that my calls were due to a failed debit.  Nothing about the fact the calls were to provide information already provided and it seems that 2 hours plus in calls is part of the penalty!

The best of luck with HITS Mobile 1212 or [email protected] .  Like yourself there is not a lot of money involved, but it is the principle.  I am 40 euros 150 minutes of calls down.  I have now requested detail of their CEO as an internet search for the company profile seems to be not readily available.

Iain

Thank you so much for both of your responses to my query. Much appreciated. Glad to know that others have experienced similar problems.

I also use HITs. yes their customer service is appalling. I am part deaf but speak, read and write Spanish. I do it all by email for this reason. So far I have not had trouble with top ups since they go direct to my bank and not via credit card. However members may like to know that HITs has a scam that charges virtually all English mobile lines at premium rates. Land lines escape this. I raised a complaint through the regulator's website - can't remember were it was - but the complaint was turned down. HITs simply say that they pass their calls through third parties who charge them and they simply pass on the charges. They refuse to say what the actual charge is until you've made the call. It's effectively a blank cheque or as a certain gentleman in the car trade was heard to say "open wallet surgery"