Mobiles.co.uk - a great success story.

Lynsey

Mobiles.co.uk do get a lot of bad press, but it's time to applaud them for resolving an issue that was the fault of T-Mobile, 100% T-Mobiles fault.
Hubby has contract with Mobiles.co.uk on T-Mobile and is/was due the last claim. Took out a new deal with Vodafone and we ported, no problems at all with the porting.
However, T-Mobile actually charged an "early redemption charge" for actually asking for a PAC code!!! PAC not used until AFTER the bill was produced - 2 days later!!!
T-Mobile admitted the mistake and we demanded that they do NOT take the error on the due date. This was agreed and amended, but despite a promise that the bill needed (Oct) would be re-produced to take off the "early redemption charge" and show what should have been a correct bill, it never ever did happen and now they claim it won't happen!!!
Potential loss of £102 and when initially contacting Mobiles.co.uk to see if they would accept the error bill showing the "early redemption charge", it was claimed it probably would be void as the contract couldn't be shown as being fulfilled (even though no arrears were on account) - the "early redemption charge" was clearly visible. We, well hubby explained the error of the PAC issue and eventually Mobiles.co.uk decided to accept the error and the bill and today the claim has been accpted (email verification) and cheque is on it's way.
Well done Mobiles.co.uk and we now have the same problem with a contract regarding BMP's, need the November bill intact, but want PAC. Decided not to chance T-mobile again and will just have to pay another month (only £20 and it was an 18 months free deal) and get PAC after the November bill has been produced. Not taking a chance, not with BMP's anyway.
If both Mobiles.co.uk and BMP's accepted bills like e2save/OSPS, this would not have been an issue and probably only 24 month contracts now with Mobiles.co.uk, especially if going via T-Mobile (unless the T&C's change) - don't want to chance our arms too many times.
T-Mobiles eventually "washed their hands" on this problem, which they created and we are still waiting for the promised call back.

A cautionary tale and take care if going down a similar route, but well done to Mobiles.co.uk for listening. :T

Lynsey

mobilejunkie

I have been talking with them in recent times about a few issues. One has been resolved (not sure if due to them but am prepared to give them the benefit of the doubt - though it took over a year). They have been quite helpful on the phone, but there are other issues remaining and court action is still on the cards if some of the issues aren't sorted out (with those to date I've hit a brick wall, but not given up on a sensible outcome).

I never port - even though you should be able to and many do, I don't like to complicate things. Good to see they did sort your problem out and praise where it's due. When E2Save started playing dirty a couple of years back after being highly reliable and helpful for years I will never rely on their good will. E2Save nowadays has returned to what they were like previously and I now too prefer them. Mobiles.co changing the t&c from the unambiguos to the plain contradictory still makes me highly suspicious of their motives and response to potential problems. That is definitely not helped by the continuing issues I have with them, which every other dealer has resolved (although one or two put up a small fight). I also see another issue looming, so will be interesting to see whether they have really improved!

Lynsey

"early redemption charge" should read -

One-off charges and credits

MNP Early Termination Penalty (VAT Exempt) £22.79

Total one-off charges and credits

My excitement at not lossing £100+.

I think I know your issues MJ, well maybe some of them. I won't be pushing for that (If I'm guessing right), happy with what I've got, but it still should be paid.

Good luck.

Lynsey

mobilejunkie

Yes, you're right about some of them. Apart from the legality of my position it's the principle of their previous action (which I didn't argue with) compared with their current stance and the fact that they are the only dealer who are trying to avoid what I am demanding! Even BMP are coughing up after quoting later t&c at me (which would at least have precluded my claim had they been in place at my point of sale; Mobiles.co quoting their t&c which preclude nothing is a nonsense which CPW is renowned for once they decide to play). You'd have thought they'd recognise from previous encounters that I won't be fobbed off and always get my money! Lol!

Still, I may have found another route in to sort the issue(s) out so they will have that chance (again) before I send in the nukes.

blueghost

I had the same problem with T-Mobile, BMP.net accepted the bill and paid out, I did write a note with the claim but they paid out without me having to do anything else

Lynsey

Thanks blueghost, so did T-Mobile also charge you an "Early Termination Penalty", just for requesting a PAC??
Asking for a PAC is just giving you the possibility to move (within 30 days) and obviously if you don't use it, you just continue and stay on original contract (unless you negotiate). Until you port, you have NOT terminated and they have NO right to charge for this.
It is wrong to charge BOTH an "Early Termination Penalty" AND the following months charge.

Lynsey

mobilejunkie

T-Mobile are only beaten by Vodafone in the worse company category - well, perhaps not; it's a very close run thing in my experience. I haven't looked through their t&c but surely you can force them to refund that fee if they don't and you haven't ported before the full term of the contract? It may be a big company - but so is CPW and they pay up when their bluff is called.