Please advise on PAYG negative balance

sofa_surfer

Hello, my first thread in this forum.
I have signed with IKEA PAYG service, and discovered :eek: that it does allow you to slip into negative balance.
Reading the T&C http://www.familymobile.co.uk/infopages/terms-and-conditions there is no mention that a call can do that.
I had a long chat with their customer survice and in the end the rep said that although they are allowed to do discretionary credit back, she won't do it in my case.

My questions are:
1. Is this the situation with any virtual network operator?
2. When tomorrow I get a call from her line manager - what would be the best line to take? (the rep admitted the T&C need change)
3. How to take my complaint further if the manager backs the rep's decision?
Thank you in advance for your replies.

[Deleted User]

Best thing to do? Give up and pay the few quid you've used. It sounds like you're trying to make a hoohah out of a non-problem.

Anyway, say you've got enough credit for one minute, but you've got something really important to say, would you rather:

a) go 8p under for a second minute, or
b) get cut off when you hit zero, just before you were going to give the final access codes to stop your dying mother's life-support system turning off?

(I've been watching too much "Fringe" )

Jon_01

I don't think any network will let you go into negative balance. As soon as you hit zero you get cut off. Or have I misunderstood the question ?
If they let people go into the red then they'd just throw the sim away and get another.

System

It seem to be only T-Mobile virtuals (Virgin doesnt do it though)

Family Mobile was setup by the same people who were running Easymobile, only this time they have Ikea and not Easy as their partner.
You also need to attach a card if you want roaming.

I would suggest that you port out to Asda Mobile - assuming you get Voda coverage. Slightly cheaper rates, less hassle.

sofa_surfer wrote: »

Erm, thanx for the replies.
A call to an international number that wasn't ended properly lasted over 54 minutes.
Surely if this is clearly spelled out in their T&C less people would sign up with them.
Internet research shows Fresh Mobile and Easymobile to also allow negative balance. I believe all virtual operators want enough details about their customers, so when they sink in red (you can do that only once, because your account is stooped from makling calls after the negative call finishes) they can pass them on to a debt collection agency.
I used to like the family Mobile from IKEA service. Will wait until tomorrow to see what the manager has to say.
p.s. @billbennett - I don't know what you mean by Fringe but I find your example b) a bit OTT.
p.p.s. Ikea Family Mobile has Auto Top up that will recharge your account as soon as the balance drops below certain amount - surely if I wanted my call not to be interrupted I could've signed for this feature, n'est-ce pas?

sofa_surfer

Finance dept didn't agree the refund. After my recorded letter to the attention of Martin Petersen asking them to log a formal complaint (initially they denied anyone has signed for it, but when told them I have the Post Office investigating the matter, the letter was quickly 'found' by Family Mobile in their office! :rolleyes: ), got a call this afternoon.
Explained that if I have to take my complaint further, I will claim their T&C do not make it explicit that you can end up in red, Tony De La Mota refunded my account with £29 pounds (how did I get to -£28.70 is another story...)

Although FM kept saying the T&C are fine, I beg to differ. And how am I supposed to budget phone usage for my two kids (as FM offer) if I can end up owing hundreds of ponds.....
Anyway - rant over and off with my PAC code to ASDA ( I know, I was warned )