Flip Mobile

The person who I spoke to was very helpful and friendly. I needed help setting up my mobile phone. As I am an older customer he was very patient with me. I get very nervous when I have to make these type of calls involving technology. He was great and put me at ease right away. So a big thank you to that lovely man. Show reply

Flip used to offer a cheap mobile plan, so I switched to Flip last year, but the plan has become more expensive, so I am switching to a different provider. The switching process ran into problems as the port out number was not my account number, It was instead a generic number provided in Flip's help pages. Flip then cancelled the number I was… Read more ·  1

trying to port out, stopping the porting process.

Customer support was very helpful and reconnected my number, then helped my port out using the right port out number.

Wilson was polite, knowledgable, and a delight to deal with. He was able to fix the problem I was having with mobile data on my phone when others were unable to help. His professionalism and skill set were first class and I will recommend Flip to my friends even more enthusiastically as a result. Show reply

Ian waa very helpful ensuring that my sim card is in the post and advised that I call my current service provider to cancel my current service. He asked that when I receive my sim card to call back. Very happy with his help today. Show reply

I had lost phone service, so contacted Flip & received a new sim card. Staff listened to my problem & were really helpful with a solution. Show reply

Ian was a legend to talk with and solving the problem. Thank you for your kind service Show reply

Called regarding a mobile package I have signed up for. The representative was extremely helpful. Show reply

Trying to port out my number from Flip and my request keeps getting rejected, until I read here that several others facing the same issue I'm now on hold on the phone to get my porting out account number. I will be complaining to the Ombudsman. Show details

Had difficulty activating on website, so call help line. The bloke was very helpful and understood my problem immediately. He then activated the sim behind the scene while I waited and with in 3 minutes it was all done, just had to wait a while for number to be ported over. Excellent work Show reply

Annie was a great help when I called for a support call. Show reply

More issues noted with this provider that reflects previous reports. This one has to do with sneaky billing. I was double-billed, which cannot be a simple oversight with this company given its history. I was billed according to these dates. I signed up end of November around the 25th. Invoice Number / Dated / Period Ending dates / Payment due… Read more

date / Amount / Notes 671471124 04/12/2024 30/11/2024 18/12/2024 $11.9 Notes: NOV BILL included DEC Bill as per these notes within the bill: 25/11- 30/11 'and for next month'. 671471224 06/01/2025 31/12/2024 20/01/2025 $9.9 671470125 05/02/2025 31/01/2025 19/02/2025 $9.9 671470225 05/03/2025 28/02/2025 19-Mar $9.9 671470325 03/04/2025 31/03/2025 17-Apr $14.9 671470425 05/05/2025 30/04/2025 19-May $14.9 Very clearly, the bill dated 4/12 included the bill for December, yet they automatically sent a new invoice on 6th Jan that included a bill for the period ending 31/12.

I wonder how many customers have had this type of billing, where there is double billing—this in my opinion is criminal / fraud, for want of a better way to describe it.

I have reported this company to ACCC.

It was a good service to begin with. Then the plan changes to monthly, which is fine. They then decide to bump up the service costs from $9 to $15 approx, by adding on 1GB data. At this point I tried to port out the number to other providers and was continually being blocked by Flip. Two other providers attempted to port it out. Finally, I… Read more

called Flip to find out what is happening. Apparently, they have a 'different' account number to port out the phone number, which is different to the normal account number seen in every PDF bill that was issued or within the login pages of FLIP. The phone operator had to look this up which took him a long time (while I was holding on the phone) and they finally managed to find the unique account number to port out the number !!!!.

These guys must be desperate to hold on to customers and to rip off. I guess this needs a report to ACCC.

Moving out is even bigger problem than staying with them. Show details

Don't use the worst provider. - New phone number was exposed to phishing guys at the first day. I got a new phone number when i activated sim card. After that I received millions of phishing calls from everywhere. - The billing cycle is cheating. I activated my monthly prepaid sim card at 5th Feb, the next cycle should start at the 5th March.… Read more

HOWEVER, it doesn't, the next cycle started at the 1st of March. I called them to cancel this mobile service on beginning of March, they told me "You should cancel it at the end of Feb". what? I have to pay the bill for March even i don't use it. No locked-in contract" is confusing. Yes, you don't have to give them your credit card information, but they will send you a bill at the 1st of month. You have to call them to cancel the service.

- No help information about mobile in their website. You don't know how to cancel it.

Avoid the headache. They drain your energy – Don't go with these guys. They have the worst customer support you'll find. Check your bills, they like to make mistakes on charging extra and won't fix it unless you call them up to rectify. It's a hassle having to call them every few months to fix their mistakes and if you're trying to port your number over, they make it even more complicated and frustrating. Show details

Will help themselves to your credit card – Check your accounts for double billing and extra charges from this company. I am currently being sent overdue notices after only paying part of my bill. However, Flip has charged my credit card on the due date even though I never set up any direct debits. It was also the entire amount, not the amount owing. My online account even says “payment… Read more

method not set”. I’ve just been through my credit card transactions to also find two transactions taken in the same month. All invoices were paid as usual. Ive cancelled my service with them. So Im actually owed money but i'm still getting overdue notices.

Bad start gets worse – Sim didn't work. Flip couldn't understand what was wrong. 3 weeks later, I received a replacement. Finally get a working sim. Now having issues with international calling. HAVE CALLED 5 TIMES, LEFT MESSAGES WITH NO RESPONSE, VERY POOR . Wont be staying with Flip Show details

Flip needs to work hard to get its act together – Subscribed for the service and requested to park my existing number from another provider. The Sim card arrived after 9 business days (13 days in total) and after several follow up calls. Customer service call centre is definitely overseas with a particular language spoken between the reps. I wouldn't rate the customer service highly as the… Read more

overall experience was bad and unprofessional. In one of the follow up calls, which I waited to connect for nearly 15 mins, I could hear 2 reps giggling and laughing over something. Assuming that I was connected, I tried speaking, but the rep continued giggling and talking to the other rep without paying attention to my call. She finally closed the line without even listening to me. I have cut down and modified this review for the third time now, each time being more considerate. The first one was not this nice!

Very happy – Great service overall. Thanks for the great experience overall, its appreciated Show reply

Poor communication and security of customer information – I recently recommended to my mother that she change her mobile phone from pre-paid Telstra to a $10 post-paid plan with Flip because it would be cheaper and less hassle than recharging all the time (especially now that Telstra is making its pre-paid plans more complicated). All seemed well until we received an email from their credit department… Read more

requesting additional identification.

The email didn't say what identification they wanted or why they wanted it, however when I asked, they said they wanted a photo ID, such as a driver's license. Why? They already have my mother's name, address, and credit card as part of the application. And as she is transferring her account and number from Telstra, Flip is not setting up a completely new account with an unverified customer.

If Flip is legally required to obtain more identification, they should have requested it during the online application process. Alternatively, if they want to further assess her creditworthiness, a driver's license will not help. Certainly, when I set up my NBN with Flip, they didn't ask me to email my drivers license and I would not have done it. Sending photocopies by email is not safe from a cyber security perspective, and proves nothing given the information they already have from the application is sufficiently strong.

Flip needs to give more thought to the informational security of its customers and should not require unsafe practices such as photocopying and emailing photo ID to unsecured people and locations. I still have no idea whey they want more identification from an 87 year-old who has already provided everything they asked for in the application.

Optus mobile phone network service at a much cheaper price – (I've moved this review from Flip NBN as they didn't have a Flip Mobile category when I originally posted.) I've been with Flip Mobile for almost a year, and everything seems to be good so far. Porting my number requested online and took less than an hour to complete. The same Optus mobile phone network service as Moose at a cheaper price. Show details ·  1

log in etc – waited for call back twice it never happened, rang again and waited 30 min still no answer, have you only got one person answering the phone, too hard to Log in with codes etc.

WARNING – Cannot protect your personal information – UPDATE 4/03/2024 If you need further reason or evidence to NOT TO USE FLIP. On Thu 14/12/2023 @ 2:01pm I sent Flip an instruction "..... to delete from your companies' files, companies associated with your company and any other entity that possesses this information ALL PERSONAL INFORMATION (soft and hard copies) pertaining to myself, including… Read more

but not limited to; emails, credit cards details, recordings, etc.

In accordance with the Privacy Act 1988 (Cth) (Privacy Act) FLIP are required to confirm this instruction has been completed fully to finalise this matter.

FLIP HAS NEVER REMOVED MY INFORMATION and continues to thumb their nose at the Privacy Act further evidencing they do not in any way protect or give a toss about your personal information.

AS I HAVE ALREADY STATED ------ DO NOT USE FLIP.

------------------------------------------------------------------------------------------------------------------- ORIGINAL REVIEW. Tried opening a Mobile Account. FLIP’s process; YOU HAVE TO BE APPROVED BY THEM! They send an email; “………. Your application has been assessed and to complete the order, we required additional proof of your identity. Please respond to this email and provide us with a copy of your identification to continue provisioning your Mobile SIM service. If we have not heard back within 5 days, your request will be withdrawn……” There is no mention on what “additional proof of your identity “needs to be; assume your license. So the decision is how to send and what protections are there by FLIP to see my personal information is protected. I send an email stating the following; I am not comfortable providing a copy of my License (which I am assuming FLIP is asking for, albeit DO NOT ADVISE) via email where the contents can be stolen. Email is notoriously unsafe and can easily be stolen, particularly with anything connected to Microsoft. I find it particularly concerning FLIP does not have processes for receiving and handling such information and can only hope my Credit Card details are secure with at a basic level, encryption!!!!!! I see FLIP has a tiny worded Privacy Policy which is silent on how FLIP actually protects personal information, rather making a vague statement that “FLIP will use its reasonable endeavours to protect and maintain the security of your Personal Information …………Flip is unable to ensure or warrant the security of any Personal Information transmitted to Flip and all Personal Information disclosed by you to Flip is at your own risk”. It is actually beholdant on FLIP under the Privacy Act 1988 (Cth) (Privacy Act) to provide a method of secure collection of Personal Information. Kindly advise a secure way of providing my Personal Information. If you are unable to provide an unhackable method that is encrypted and secure, then can I attend 832 Anzac Parade, Maroubra in person???????? THIS EMAIL WENT UNRESPONDED TO BY FLIP. How dare I ask such questions!!! FLIP CANNOT PROTECT YOUR INFORMATION - DO NOT USE THESE CLOWNS The ultimate joke is FLIP claims to have awards from Finder, WhistleOut and Money Magazine. If ever you need proof these awards are Marketing Only awards and nothing to do with how good a company, well the proof is here with FLIP.

BEWARE! Sneaky hidden cost and unhelpful customer service – I purchased the $4/month plan for my ageing mother as she does not use much internet or making calls. Half way through the month my mother had reached the allowed 100mins of call, however, did not get notified by text message until 10 days later. After this she was still able to make phone calls so she assumed it was a mistake. I later found out… Read more

that FLIP has charged an extra $105 for phone calls. This is so much money for not that much calling. The cost to the company would be negligible as I could has signed my mother up for unlimited calls for $9/month. I explained the circumstances and asked for some compassion as it was the first billing cycle and my ageing mother did not understand the technicalities of the service. FLIP was very unhelpful and were not able to provide answers, it took several phone calls to chase up with FLIP and more than a moth later, after sending this product review for mediation, I finally got a response. Again, a manager refused to talk to me, so I had to deal with a middle-man. He was doing his best. I was made to believe that I had read the website wrong, however, it seems as a knee-jerk reaction, FLIP has added a clause on their website for the $4 plan that a limit of max $40 to call charges apply. I think this is good, however, the cost to the company would be minimal.

I have now paid the $40 as I have wasted enough time on this company. I stand that the customer services is shocking, care for customers and transparency, next to nil. BEWARE.