T-Mobile cancellation

mjs82

I had a 24 month contract with T-Mobile which went to a rolling month by month contract in July 2011. I am going out of the country soon, and so had wanted to put the contract on hold. I rang T-Mobile on 24 August, and was told that I could not do this, and so I said I decided to cancel the contract. I asked the man in the call centre if I should cancel there and then, and he said I could cancel up to 1 week before I left the country.

So... not really trusting this, I tried to find an email address to cancel in writing, but could only send a message through the T Mobile website. I sent this on 25 August, giving 30 days notice of cancellation and asking for written confirmation of this. I received an automatic reply saying that I would be contacted within 7 days, but heard nothing else from them.

I rang customer services today, who claimed that no message had been received and said that I could only cancel by phone, not in writing, and that they would therefore charge me 30 days from today.

I intend to cancel my direct debit and have made a complaint (again through the website). As T Mobile's call centre staff gave me incorrect information and they did not reply to my first message when they said they would, am I likely to have any problems from T Mobile now when I don't pay the extra 30 days bill?

Tony5101

Does the automated response from the tmobile website contain any form of reference? They usually do - so that emails etc. can be tracked.
I would assume that as long as you still have this email, it could be used as proof that you did indeed send a cancellation request to them.
If you don't still have the email...as annoying as it will be, I think I'd go with the lesser of 2 evils and just pay them an extra month - thus avoiding any unpleasantness on your return to the UK. (DCA's and black marks against your credit score etc...)

mjs82

Tony5101 wrote: »

Does the automated response from the tmobile website contain any form of reference? They usually do - so that emails etc. can be tracked.
I would assume that as long as you still have this email, it could be used as proof that you did indeed send a cancellation request to them.
If you don't still have the email...as annoying as it will be, I think I'd go with the lesser of 2 evils and just pay them an extra month - thus avoiding any unpleasantness on your return to the UK. (DCA's and black marks against your credit score etc...)

I have kept the first automated reply, and the one they have sent me today as well. It has a reference number and the heading 'Leaving T Mobile' (this is one of the options on their drop down menu, which seems a little odd if they don't accept cancellations by email). There is no other information in the email though, other than their promise to contact me within 7 days.

mobilejunkie

It is possible to cancel by email - but however you cancel they make it as difficult as possible. I ALWAYS have a major argument to stop them charging me an extra day, to accept notice before the last 30 days or to apply a false "early termination charge". Only vodafone are as bad to deal with I'm afraid. Cancelling the direct debit is usually a very bad move - leading to unrelated major future problems with your credit rating. You really do need to get it sorted with them, if needbe paying the extra month+ and fighting for it back later. Whatever you do, get it in writing - and never assume silence is acceptance or confirmation of anything.

grumbler

Well, formally they are right: Pay monthly terms and conditions

You can only give Us notice to terminate this Agreement by calling customer services. Your Agreement will terminate 30 days from when We receive Your call,

However, as you have a confirmation of sending the message try demanding from them to trace it.

mjs82

Thanks for the replies. I have since sent a formal complaint by email, and they have replied to this one. They apologised that there was no reply to my earlier email, reiterated that I had to cancel by phone and also apologised 'that you were misinformed about the cancellation of your account' (their words). I've sent a further reply, thanking them for the apology and their acceptance that I was misinformed. I think I will try ringing again tomorrow now that I have this email.