Cut off by tmobile

rommel127

Hi all,

I've recently taken out a new contract with tmobile who have now cut me off. I called them and after repeated demands for payment they said they hadn't processed the direct debit mandate and required payment to activate my line again.

I pointed out that they had my phone number and could have called me before cutting me off especially since its their admin thats screwed up. I'll admit that I was infuriated by their call centre reps attitude who couldn't care less about the affects a loss of mobile would have on my business.

I've told him that if I remain cut off I'd consider it a termination of contract, would I be correct in this?

DUTR

SO did you pay them or not?

gjchester

rommel127 wrote: »

Hi all,

I've recently taken out a new contract with tmobile who have now cut me off. I called them and after repeated demands for payment they said they hadn't processed the direct debit mandate and required payment to activate my line again.

I pointed out that they had my phone number and could have called me before cutting me off especially since its their admin thats screwed up. I'll admit that I was infuriated by their call centre reps attitude who couldn't care less about the affects a loss of mobile would have on my business.

I've told him that if I remain cut off I'd consider it a termination of contract, would I be correct in this?

No you've taken out the contract for whatever reason the direct debit is wrong (mis keying of an account / sort code number maybe by you or someone else) now they are trying to correct it.

They have provided you with a service which you have been using, You need to pay for it, not supplying the right details (and yes you may need to clear the account balance before you can do this) could be considered grounds for termination by Tmobile and they could chase you for an early termination fee.

Call them, pay the balance and get the DD set up right, before this goes further than it needs to. It could be as simple as one digit wrong or illedgible on a form someone filled in.

Jon_01

Billing errors aren't grounds for cancellation.

Its the system that cuts you off, there are no where near enough staff to call everyone that's in arrears. And any way, all you'll ever get told it 'Oh, it'll be paid next week'. But it very rarely is so that's just more lost revenue for the network. . .

DarkConvict

Mistakes happen, but the contract is signed.

You will not be able to cancel, but you can certainly tell them their mistake is costing you money in lost business. At the very least you be expecting not to pay for the days the mobile service has been cut off, if not as a good will gesture a months free line rental

Either make a card payment on the phone to clear the balance or wait for a new DD to be setup. I had to deal with it every month after vodafone kept failing to take the DD every month until i moved banks and reset up the DD for about the 7th time. Payment failed we will cut you off, make card payment. Every month it went on for a while.

chattychappy

Actually I've found it is quite some time before they cut you off (at least in my case). Seems to be around 60 days after the bill is generated. They also send a reminder in the post too.

Not sure if they do that for everyone - mine is in the name of my company, but when I had a separate personal account it seemed to be exactly the same.

I won't sign DDs. I just pay by BACS, often two bills at a time.

robt_2

I find it very odd that no texts, calls or letters were received from T-Mobile before being cut off.