My parents have a Pay-As-You-Go Nokia 100. You sent them a new SIM on 27/7/20, which they had a month to activate. They did not ask for this and no explanation was given for why they required new one.
They followed the instructions in the letter to install the SIM and it says "SIM not valid". They have spent most of the months attempting to diagnose this themselves and have found it nearly impossible, due to lack of information and the complete impossibility of speaking to an actual human on your 789 service.
It is only within in the last few days that I have been able to help them and discovered that the Nokia 100 is incompatible with new SIM cards.
I am disgusted at the complete lack of service you provide for the elderly. The letter made no mention of older mobile phones being incompatible and it has been impossible to find a resolution without a large amount of internet searching by myself.
I request that either you:
1) ship them a new compatible phone free of charge within the next 2 days (the old SIM will stop working in 3 days).
2) refund the PAYG credit immediately, so we can switch to an alternative provider.
I look forward to your PM response.
P.S. Please do not reply with "you need to wait 24 hours for it to activate" etc. They have already tried all of this. I am 100% that the Nokia 100 is not compatible.