Doing a SIM swap? beware of outdated info on some SIM card packets! | Reviews | Consumer forum

I bought a SIM card from a 7-eleven in BC that came with outdated instructions. I wanted to perform a SIM swap so I followed the instructions on the pamphlet. I called customer service as per the pamphlet and was told by the agent that the SIM swap cannot be carried out due to a recently implemented technology and that I will need to buy another SIM card. So the next day I bought another SIM card, carried out a successful SIM swap, and was told to wait for a "Tier 3 manager's" decision on whether or not I will be compensated on my previous, now useless, SIM card.

I called in a few days later and was told that my request for a reimbursement was declined. They cited a prior exchange I had with a rep as reason enough to nullify the fact that they had inaccurate and outdated information on their pamphlets. Even though the rep did not warn me beforehand about there being outdated information on the pamphlets. I persisted, and asked the rep to reconsider, but the rep kept blubbering about how the decision was final, that there was no way I was going to get my money back on the wasted SIM card.

To anyone else experiencing this same situation as I did, do not fear. Here is what I did. I sent them an email, clarifying what had happened as I do not trust the rep's rendition of what had transpired, and informing them that I have every intention of reporting this unethical business practice, should they refuse to give me the apology and refund that I am entitled to. They responded promptly and finally gave me my refund. But this whole experience has definitely soured my impression of this cell phone provider.