I have been a Circles.Life subscriber since April 2019. I must say that at the beginning, the quality of service by Circles was easily the best in the industry. Unfortunately, there has been an appalling and rapid decline in service standards since then culminating in my current review. I have encountered many issues with Circles, including overcharging, poor network and other issues, but my recent problem with them (as stated below) have convinced me to leave Circles.
Sometime in April 2020, I began receiving unsolicited MMSes. I did not open these MMSes as I was unsure if I would be charged for them. As it turned out, I was charged 90cents per MMS received (not sent). When I disputed these charges, I was told that it was my fault for not switching off the "Auto Retrieve" setting on my phone, so I made sure to switch off the setting from then on.
In May 2020, I received more unsolicited MMSes and once again made sure not to open these messages. Yet, at the end of the month, I was again charged 90cents per MMS! Of course I disputed these charges and was told again that I should switch off the "Auto Retrieve" setting on my phone. I mentioned that this was already done, yet I was still receiving the MMSes. I also indicated that it was ridiculous that I should be charged for receiving MMSes when I could not stop the sender from sending these messages. I asked if Circles could block the number or disable the MMS function on their network, but Circles said they could not do so (yet could continue to bill me for the same issue). Circles said they would look into disabling MMS receipt function on their end, but assured me that I would not be billed for further MMSes received.
In June 2020, the same thing happened and to nobody's surprise, I was again charged for MMS receipt. Once again, I had to initiate a ticket with customer support. Infuriatingly, at every instance, the customer service officer would try to blame me for not toggling the "Auto Retrieve" setting, when it was clear from the previous conversations that this was not the case. I therefore made sure that I got it in writing from Circles that a refund (and not a waiver) would be processed once I wrote in (as I anticipated the same issue arising the next month). I knew better than to trust Circles' assurance that "I would not be billed for future MMS receipt". It is evident that Circles has a knack of overpromising and underdelivering.
This issue has persisted EVERY MONTH, including till today (August 2020). This month, the customer service officer I spoke to flat out refused to grant me a refund, despite having referred him to the previous written confirmation from Circles that all future errorneous charges by Circles would be promptly refunded and not merely waived. The difference between a waiver and refund is that the waiver is only effected in the subsequent month, which means that I can only receive the waiver if I agree to stay with Circles for another month. This then forms a vicious cycle since I would receive errorneous charges for the next month as well, leading to another request for waiver. I must say that Circles is quite ingenious for trying to trap its customers in this way.
Following from the above, I became frustrated when the customer service office was unresponsive and requested on 3 separate occasions for a return call to resolve the issue. On each occasion, I was promised a return call by that day or within 24 hours at the latest. Every single time, I did not receive any return call and wrote in a few days later to ask about the status of the call, upon which Circles would apologise profusely and promise to arrange for a call "immediately", "at any time" and at my convenience, but until today I have not received any update. This is especially galling since the incorrect charge was levied by Circles and they have in writing admitted that their charges are erroneous, yet they continue to try to profit by wrongly billing their customers each month.
In short, Circles' service standards have plunged tremendously since the early days when they were quick and responsive when dealing with customer's problems. There has been an unfortunate shift towards profiteering and unethical business practices, which future new customers to Circles should beware.
(I would also add that I have never written a review on Seedly, but felt strongly enough about Circles' unethical practices to create a new account and write this review. All events above are supported by evidence and I have the necessary screenshots to prove them. If anyone is interested, please drop me a PM / email and I will send them to you.)