T-Mobile Loyalty Discount Reversal Charge

Mr_Pink_3

Hi All,

I'm wondering if I'm snookered here or if, hopefully, someone can help me get out of it.

I decided to leave T-Mobile and join Three, with 3 months remaining on the T-Mobile contract.

I was on a tariff, which was 200 mins with 50% free, giving 300 mins/month. It was £30 a month.

As per the advice on this site, I downgraded my tariff to the cheapest one - Everyone 25, which was only £14.50 giving 25 mins/month, with the intention of cancelling the contract at the minimum expense.

The day after my billing date I called T-Mobile and asked how much it would be to cancel the contract. I was told there would be a 'Issue PAC earlier termination fee' of circa £45. I double-checked if this was my total liability and was told that yes, once this charge was paid that would be it.

T-Mobile duly took the £45 or so from my credit card, I gave Three the PAC code and I thought that was that – number transferred to new contract and no more T-Mobile.

I have just received an unexpected bill from T-Mobile with a charge of circa £120 (ex. VAT) for ‘Loyalty Discount Reversal’ I have called T-Mobile to complain and a supervisor called me back advising that this was part of the contract and the £120 represents the 50% free minutes I had used up until cancellation. I have since asked if I can be assigned a new number and honour the contract but T-Mobile is adamant that this is not possible.

The Direct Debit is due to be taken from my account this week. Is there anyway I can fight this or avoid this massive unfair charge. I understand that a contract is a contract, but I specifically asked when cancelling what my total liability would be and wasn’t told anything about a ‘Loyalty Discount Reversal.’ T-Mobile advice that a ‘front-line customer service advisor wouldn’t know the intricacies of the contract.'

Any bright ideas anyone?

Thanks in advance.

Mr. Pink

pricefighter

First of all stop the D/D so they cant take the money until you have had the chance of sorting it.Better its iin your bank then theirs,Then write to them complaining stating the full facts,send it recorded delivery,and see what they have to say for themeselves.

Mr_Pink_3

PF,

Thanks for the speedy reply.

I have considered cancelling the D/D, but I am fearful that will affect my credit rating, which is impeccable, especially since I am hoping to take out a whacking great big mortgage in the next two months or so.

However the ‘sod the !!!!!!’ streak in me is strongly urging me to cancel it.

Any other thoughts anyone?

Mr P

charlie12

My suggestion:

Send them a recorded letter detailing everything. Try not to show too much aggression in the letter (I know it's tempting )

Here's the address:
T-Mobile (UK) Ltd
Maxwell Road
Borehamwood
Hertfordshire
WD6 1EA

As for the DD, you're totally right. I would leave the DD in place and let them take the money. Yes, it will be an uphill struggle to get that money back but it would be an even harder challenge to get them to remove the "2,3,4,5" etc from your credit report if you miss the payment. Knowing T-Mobile I'd even go as far as to say that you'd have better luck winning the lottery!

Good luck.

Mr_Pink_3

Thanks charlie12.

I will indeed write to T-Mobile.

Anybody else been stung in this way or have any ideas/advice? All in all it has cost me circa £200 to leave T-Mobile.

EdCov

I find persistence works as well, you can get a different response depending on who is on, and that is not just the person you speak to but the manager.

I find the keep escalating to be interesting everyone has a boss and if you keep their names (and their team) and show your determination you get further. It can be helpful to do this during the daytime as well.

Saying that I find t-mobile to be the worst for Customer Service.

Don't lose your temper and keep calm, but persist. If you asked them how much to cancel and they offered you £45 then you have a legal contract, the problem is proving it.

Mr_Pink_3

Edcov - Thanks for your input.

I am writing to both T-Mobile and OFCOM. I have got absolutely nowhere on the 'phone, even after having my numerous calls returned by 'managers'.