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Advice! TMobile acting illegally/Fraud!! PAC Code/Renewal
Hi all!
I am coming to the end of my 18 month contract with TMobile (on 30th Jan 2010)
I called up on around the 11th of Jan to request my PAC code/discuss cancellation. Obviously the gentleman on the phone gave me the spiel to try and retain my custom.
After I advised him I have little or no TMobile reception where I live there was little he could offer me. I mentioned I was looking for a Blackberry on another provider, and asked what I would need to do. I was advised to call up just before the contract is set to expire to request my PAC number. This was the end of the conversation.
A couple days later I receive a text message from TMobile stating ‘your new phone is ordered on and 18 month contract…’!!!
Not having the time to follow this up immediately, I later called to enquire what this was all about, and was told that I have ordered a new phone, and renwed my contract!!!
I immediately denied this to which I was advised the phone has already been dispatched!
The college I am speaking to (in a call centre based in the Philippines, assures he will investigate and get back to me within a few hours. He never did.
I call back later that evening and speak to another colleague (re explain the situation again, this time I am told she needs to call me back having spoken to her supervisor)
I receive a call back where the colleague begins to ask me questions such as how long have I lived at my property? And whether I had lost my passport recently!
In other words, investigating some king of ‘fraud’
I insist on TMobile playing back the recording of the initial conversation to clear up the matter, unfortunately this cannot be accessed by none other than the fraud team.
After lengthy discussions the colleague advises they have put me back on my original contract and the expiry date is as previous. Also the new phone has somehow magically no longer been dispatched.
(Checking my allowance/balance details at present shows my original contract has not been reinstated as advised!)
Finally… I request my PAC code to which I am told will not be given to me until a resolution has been found regarding this so called ‘fraud.’ This procedure I am advised can take up to 28 days, even though there are less than 10 days remaining till the end of my contract!
I request contact information for the fraud team to which I am told they are ‘un-contactable’ and they will contact me when the resolution arises!!!
Thanks for reading to this point… I suspect TMobile are acting inappropriately here, I am suspicious of the staff member I spoke to initially as the perpetrator of all this. I am in the process of contacting OFCOM and CAB and will not hesitate to take this further.
Your insights regarding this matter would be greatly appreciated; this illegal behaviour needs to come to an end. Speaking to the people on the other end of the phone is like shouting at a deaf ear!
Any advice at this stage? I am pretty certain they cannot retain my PAC code, though this will be confirmed by OFCOM soon.
Who else do I need to take this matter up with, and how do I ensure I am not charged/or am reimbursed for anything due to their wrong doing?
Thank you for reading, your responses anxiously awaited!
I am coming to the end of my 18 month contract with TMobile (on 30th Jan 2010)
I called up on around the 11th of Jan to request my PAC code/discuss cancellation. Obviously the gentleman on the phone gave me the spiel to try and retain my custom.
After I advised him I have little or no TMobile reception where I live there was little he could offer me. I mentioned I was looking for a Blackberry on another provider, and asked what I would need to do. I was advised to call up just before the contract is set to expire to request my PAC number. This was the end of the conversation.
A couple days later I receive a text message from TMobile stating ‘your new phone is ordered on and 18 month contract…’!!!
Not having the time to follow this up immediately, I later called to enquire what this was all about, and was told that I have ordered a new phone, and renwed my contract!!!
I immediately denied this to which I was advised the phone has already been dispatched!
The college I am speaking to (in a call centre based in the Philippines, assures he will investigate and get back to me within a few hours. He never did.
I call back later that evening and speak to another colleague (re explain the situation again, this time I am told she needs to call me back having spoken to her supervisor)
I receive a call back where the colleague begins to ask me questions such as how long have I lived at my property? And whether I had lost my passport recently!
In other words, investigating some king of ‘fraud’
I insist on TMobile playing back the recording of the initial conversation to clear up the matter, unfortunately this cannot be accessed by none other than the fraud team.
After lengthy discussions the colleague advises they have put me back on my original contract and the expiry date is as previous. Also the new phone has somehow magically no longer been dispatched.
(Checking my allowance/balance details at present shows my original contract has not been reinstated as advised!)
Finally… I request my PAC code to which I am told will not be given to me until a resolution has been found regarding this so called ‘fraud.’ This procedure I am advised can take up to 28 days, even though there are less than 10 days remaining till the end of my contract!
I request contact information for the fraud team to which I am told they are ‘un-contactable’ and they will contact me when the resolution arises!!!
Thanks for reading to this point… I suspect TMobile are acting inappropriately here, I am suspicious of the staff member I spoke to initially as the perpetrator of all this. I am in the process of contacting OFCOM and CAB and will not hesitate to take this further.
Your insights regarding this matter would be greatly appreciated; this illegal behaviour needs to come to an end. Speaking to the people on the other end of the phone is like shouting at a deaf ear!
Any advice at this stage? I am pretty certain they cannot retain my PAC code, though this will be confirmed by OFCOM soon.
Who else do I need to take this matter up with, and how do I ensure I am not charged/or am reimbursed for anything due to their wrong doing?
Thank you for reading, your responses anxiously awaited!
0
Comments
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You should make it very clear to them that you do not want to continue your contract when it expires, and that you wish to port your number to another provider.
You should also tell them that they do not have your permission to take any money from your bank account after your last bill.
If you're paying by direct debit and they do take any more money in March (as your January bill will be taken in February), then you can reclaim this from the bank after speaking to them, as you don't want to get a mark on your credit record because of this.
You should request your PAC and port your number away from them as soon as they allow it, and you should keep calling them until you get it.
Jamie0 -
T fraud team are based overseas, I'm not sure where but it maybe India.
If there's a fraud issue running for whatever reason the pac code can't be generated (along with a number of other things).
You need to get hold of team leader in CS, get his name and ext number and ask him to contract the fraud team for you and get an update.0 -
This is not good, my contract expires soon too and am also looking to switch, now I am dreading it. I'm sure I read of similar experiences in other threads, doesn't exactly inspire confidence in T-mobile does it?0
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That seems unfair, if you have intent to leave a provider i do not see how they can drag it on longer when you haven't done anything wrong but asked to leave.
If you have requested to leave and they won't let you, consider giving consumer direct a call. As it would be holding you to a contract longer than you agreed to.Although no trees were harmed during the creation of this post, a large number of electrons were greatly inconvenienced.
There are two ways of constructing a software design: One way is to make it so simple that there are obviously no deficiencies, and the other way is to make it so complicated that there are no obvious deficiencies0 -
Thanks for your advice everyone,
So I get home from work today and TMobile call me to tell me my PAC is now available. So I ask this means the ‘fraud’ has been resolved. She say yes.
She is about to put me through to cancellations but I ask her about my previous contract still not being reinstated.
We discover that a basic version of my previous contract (flext 35) was in place, and I had none of my extra minutes(x-net unlimited off-peak) I had previously been entitled to through loyalty.
Therefore I have been using my contract in the evenings unawares and TMobile have been docking my peak-time credit £180 allowance!
I ask what they are going to do about this, she states she will put the unlimited off peak mins back on with immediate effect (still not done) and call me back in half an hour after she discovers what she can do about the lost flext ‘credit’
No call. I call back now, and surprise surprise customer services are now closed and lost or stolen don’t want to know.
I guess TMobile got out of giving me my minutes for another 24 hours!
What to do!!!???
Also, as soon as I find out what this so called fraud was I will let you guys know!
Thanks.
Jay
PS. The irony is I am considering moving to orange, who are soon to merge with TMobile!0 -
If you get charged for using minutes you should have, they should refund them on the bill.Although no trees were harmed during the creation of this post, a large number of electrons were greatly inconvenienced.
There are two ways of constructing a software design: One way is to make it so simple that there are obviously no deficiencies, and the other way is to make it so complicated that there are no obvious deficiencies0 -
Yes, you should think so…
My off peak allowance has still not been attached to my account. Also I have since yesterday had my bill ‘adjusted’ and suddenly about £30 has been added to my bill!
I just called up about this and FIRSTLY: I couldn’t get into my own account as apparently the password is incorrect.
I have to go through security questions to reset my password after which I am told the password was changed on the 11th of January even though I have been calling up and getting through all of thisweek using my existing password! (Fraud?...more like shady business practices me thinks.)
I have now reset the password and the member of staff says that the minutes were not added to the account and the various figures on my bill are subject to adjustment so not to worry!
She now checks what extra minutes I had previously and goes through the details, evening/weekend..etc and puts them on to the account ‘with immediate effect’ (just like yesterday)
I then ask for my PAC code, she puts me through to the relevant team.
Here I am told my PAC cannot be advised as they are undergoing a ‘major systems update’ and to call back tomorrow.
Checking my tariff now still does not show any extra allowance.
I call back. I get through now and the staff member now tells me the allowance isn’t showing on the account as I requested only weekend minutes! I couldn’t help but laugh at this. I think the girl was shocked!
Anyway she now says she has put the full allowance on the account…. Which as yet has not come through… The case continues.
Now it’s beyond a joke and legal action is to come into play in due course.0 -
If you want to know your legal rights, speak to consumer direct. Give them an outline of the issue, and see what they have to say. The advisors seem to know most of the relevant customer law, but i believe for as much as they have wasted your time, you are limited to written complaints to T-Mobile unless they actually take funds from you causing financial detriment.Although no trees were harmed during the creation of this post, a large number of electrons were greatly inconvenienced.
There are two ways of constructing a software design: One way is to make it so simple that there are obviously no deficiencies, and the other way is to make it so complicated that there are no obvious deficiencies0 -
Sounds like you have had a truly awful time leaving T-mobile...I hope you can resolve it soon, and as DarkConvict said Consumer Direct will really be able to help you here. Its an impartial government funded thing, I don't think I'm allowed to post phone numbers but if you google it its the first result
Before you speak to them, write down a list of bullet points of what has happened to help you explain, because its easy to leave things out when you are explaining a situation from scratch!0 -
By the looks of things the fraud investigation got delt with very quickly for you - considering it only took less than 24hours? As for the evening and weekend calls, a simple bill re-calculation can be done by CS which will correct any incorrect charges and any credits will be added to your next/final bill. All i usually advise is it use your phone as you normally would and everything will be sorted for you. The reason a PAC code cant be issued when there has been fraud on the account is because an investigation has to be conducted to see if it actually is fraud or the account holder trying to pull a fast one. I'm sure you must understand the reasons for this? If your online account password has been changed then i recommed you log on and change your password and email address currently set up. Finally i would say legal action is perhaps a little far considering you can now get your pac code and be gone within 2 days, if you have not already done so. Call up and speak to the uk call centre when you get your final bill if there is any discrepancies as they have the ability to think outside the box and assist you better, if you know what i mean.
Hope this helps,0
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