The issue
Dr Jones signed up with Zip Mobile for a 5G internet service on an upfront plan at $80 per month.
Zip Mobile assured him 5G reception was good at his workplace and his home.
Zip Mobile did not respond to Dr Jones’ repeated reports of dropouts over three months, so he complained to us.
Dr Jones wanted Zip Mobile to compensate him for telling him 5G coverage was good at his work and his home when it clearly wasn’t.
We asked Zip Mobile for a current accurate map of its 5G coverage and notes from the point of sale.
The map showed poor 5G coverage at Dr Jones’ workplace and home on the map and the notes showed the sales agent told him it was good.
Zip Mobile offered to refund the service charges for three months ($240) from when Dr Jones signed up.
He rejected the offer because it did not compensate him for incorrect information, wasted time and no customer service.