Tesco mobile - HELP!!

grumbler

May be it is that they have a right to do this, but are not obliged to do?

pimento

Any update OP?

breeze0501

waited 48 hrs for a phonecall that didn't materialise. contacted them twice today only to be fobbed off with the same story, but from 2 different people. Contacted bank to cancel direct debit, only to be told that Tesco can simply request a new ref number at their end and set it up again. The phone is on the 30 day rolling contract, but the t&c's with it stated that a top up was required should the balance reach zero. We are now awaiting ANOTHER callback, but must admit to being really worried as payment due out on Tues 1st

grumbler

If you have online banking you can keep an eye on your account and keep cancelling the DD should they resurrect it.

lucylucky

breeze0501 wrote: »

waited 48 hrs for a phonecall that didn't materialise. contacted them twice today only to be fobbed off with the same story, but from 2 different people. Contacted bank to cancel direct debit, only to be told that Tesco can simply request a new ref number at their end and set it up again. The phone is on the 30 day rolling contract, but the t&c's with it stated that a top up was required should the balance reach zero. We are now awaiting ANOTHER callback, but must admit to being really worried as payment due out on Tues 1st

So it wasn't PAYG then as originally thought?

Mine is a rolling contract too and they just debit me for what I use, if I go over my regular £15 (as was, now £10) then they take the relevant amount. I think the most it has ever been is about £18.

You really need to check the T&C carefully and confirm what they are attempting to bill you for.

grumbler

If it really was a contract then cancelling the DD may result in a default reported to CRAs that will seriously spoil your credit scoring.

The phone is on the 30 day rolling contract, but the t&c's with it stated that a top up was required should the balance reach zero

This cannot be true.

Terms and Conditions:

1.3 Charges for all calls, texts and data usage outside of Inclusive Credit will be charged at the rates set out in the price list on www.tescomobile.com
...
2.1 Inclusive Credit can be used to make calls in the UK to:
(a) standard UK landlines (starting 01, 02 or 03 numbers only); and
(b) 07 numbers allocated to UK mobile network operators that provide mobile services with substantial national coverage (this currently includes the five major operators O2, Orange, T-Mobile, Vodafone and 3, and providers such as Virgin Mobile, Tesco Mobile and BT Fusion).
2.2 Inclusive Credit can not be used to make calls made in the UK to:
(a) non-geographic numbers and free phone numbers starting (starting 08, &, 05);
(b) non-standard or "special" 07 numbers (all those 07 numbers that are not specifically included in your Inclusive Credit, i.e. are not used to provide mobile services, including 07 numbers allocated to network operators in Jersey, Guernsey and the Isle of Man), 076 numbers and 070 numbers;
(c) any number ranges which Tesco Mobile reasonably believes are being used for call forwarding services, onward calling services or numbers that pay a revenue share. Examples of such number ranges include 07744 or 07755, 078225, 079879, 078730, 078931, 079118, 079112, 078930, 078921, 077000, 079245, 079246, but are subject to change; or
(d) premium rate and directory enquiries numbers where special charges apply.

2.3 Inclusive Credit can be used to make video calls.

2.4 A list of the numbers which are not included in your Inclusive Credit and their charges Click here. Please note that it is updated regularly as new number ranges are allocated or we become aware that the use of existing ranges has changed.

2.5 Once you have used all your Inclusive Credit, any calls made in the UK to numbers which would previously have been included will be charged at the current rate. To check your call charges Click here.

Many calls are charged outside of the iclusive credit.

breeze0501

It's internet usage they're trying to bill us for, but when the phone was set up, we explained it was for an 11yr old and were assured that this was the ideal sim for a child as you "get the great value of pay monthly without any unexpected surprises on your monthly bill" (stated in t&c's). Trouble is, we can't even speak to someone who is in a position to tell us what's going on, we've logged a dispute and now keep getting fobbed off by 'customer care'.

FloFlo

They obviously do offer tariffs that require top ups even though they are pay monthly:

8. Tariffs requiring Top-up

8.1 Where we offer a tariff that requires you to pay credit onto your account ('Top-up') in addition to your monthly subscription, the Terms and Conditions in this Paragraph 8 will also apply.
8.2 You will need to Top-up in order to make calls, sent texts and access data that are:
(i) not included in your Inclusive Credit as set out in paragraphs 2, 3, 4, 5 and 6 above; and
(ii) made ;after you have used all of your Inclusive Credit; together, 'Chargeable Use'.
8.3 Each time you use your Mobile Phone for Chargeable Use, the Top-up associated with your account will be reduced by the amount of the Chargeable Use. It is up to you to decide how much Top-up to load onto your account. If your account has no Top-up you will still be able to receive incoming calls, and use any Inclusive Credit that is available, but you will not be able to make any Chargeable Use of your Mobile Phone.
8.4 If your Mobile Phone is lost, stolen, damaged or destroyed, or used in an unauthorised manner, you must report this to us as soon as possible. You will be responsible for any use of Top-up until you report this to us. 8.5 You will be billed and required to pay your bill in accordance with the Tesco Mobile Pay Monthly Service Terms and Conditions. Chargeable Use will be shown on your call history log only. It will not be included on your bill as a charge that requires payment. Any Top-up not used before your next Billing Date will be shown on your bill and rolled over for use the following month.

FloFlo

OP you need to dig out your contract and check the wording.

FloFlo

Also
9.2 We will impose a maximum limit on your account. The maximum limit does not apply to you if you are on a tariff that requires you to top-up in addition to your monthly subscription. Please click here for details. See paragraph 8 for details on tariffs requiring top-up.