I placed a pre order for an IPhone 18 pro max and a mobile subscription on 15.09.2026. On 16.09.2026 I called customer service to ask about the delivery date and I was told it will be delivered on 18.09.2026. Obviously I didn’t receive anything since I’m writing this complaint. On 21.09.2026 Proximus transferred my number from Lyca and I wasn’t provided with a SIM card. Had many chats in app chat with customer service and I’ve been instructed to go in a store and I will be given a SIM card. Yesterday about 7pm I’ve been visiting your store in Mons at Grand Prés and I was told that’s not possible. Today I contacted customer service and I was told there’s nothing that can be done. I find it unbelievable that Proximus left me without services without being able to offer a SIM card that I can use. I can’t use internet or make calls which are needed in my personal and working time also. I’d like to be contacted and a solution being provided for this issue!
Question
Extremely poor service
+4- Modérateur
Hello
I’m very sorry to read this, and please accept our sincere apologies. For security reasons, a sim car exchange must be handled at a point of sale. The sales representative can process the swap even if you have an order currently in progress.
Thank you for your understanding.
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