Wanting to see if anyone else has had issues like this.
Onto decided to remove my car from my app so the remote key was no longer there. This left the secondary driver of my car stranded and had to get a £40 taxi to complete their journey.
When I rang customer services when they told me the app stopped working I got through to someone that I can confidently say probably spoke English to an A1 level - basic English only.
I was describing the problem and they had no idea what I meant. I speak extremely clearly without any regional accent. I repeated myself slowly several times and over the excruciating 4 minute call his final response was “you have accidentally deleted vehicle from your app?”.
It was incredibly frustrating and the issue went unfixed. This seems to be where onto customer service is heading, with a noticeable decrease in quality when the new person in charge of CS took over.
If I was continuing with onto I’d be extremely angry, but as I’m in the process of leaving it’s done nothing other than confirm it is right to leave.
I’m writing this as this evening I’ve gotten a voicemail from onto that again appears to speak very poor English and one earlier today from a native speaker. I’m guessing there is some kind of overseas provision for out of hours?