Anyone From T-Mobile - Uregent help needed.

tlc1974_2

I had a 2 year contract with T Mobile which came to an end in April this year. When the contracted ended I contacted them and cancelled, I also requested a PAC code as I was going to transfer my number but in the end I got my phone unlocked and got a new sim card.

2 months later I receive a bill from T Mobile for the previous 2 months so I contact them and said I had cancelled the contract but they said because I asked for a PAC code and this wasn't used they sent me a text stating the contract was still ongoing.

As I had changed my sim card I never received this text and I contacted them again and explained I will be applying for a mortgage soon and the manager I spoke to stated that no action would be taken until Christmas as I was writing to complain about the bill.

Last night I checked my credit file and I have 2 defaults for July and August from T Mobile and my mortgage application has been submitted.

Please if there is anybody from T Mobile that can help me please can you contact me as I have had no reply from the letters I have sent and can't get anywhere when I phone up.

Thank you for reading my post.

grumbler

There are no t-mobile reps over here, so don't waste your time on waiting. Look for other ways of contacting them.

Requesting a PAC and not using it is a common mistake when cancelling a contract. The contract goes on if the PAC expires.
Another common mistake is cancelling the DD without making sure that the contract was cancelled.

tlc1974_2

I was never informed of this when I asked for the PAC code and as this is the first mobile contract I have ever had I didn't know any different.

Do you think it is possible to get the entry removed from my credit file?

Bales1983

Hey there, im a T-Mobile customer service agent

Im afraid what you have been told is correct, when a pac is requested the account will only cease if and when the code is used. If unused after a 30 day period the account will.continue to roll on a month to month basis.

You will not be in contract and are of course free to cancel the line with 30 days notice.

I understand you may not have received the txt about the bills and its all unfortunate circumstance.

If you could pm me your t-mobile number and a contact number ill review the account details and will try to call you.

I can firstly see if we can get the outstanding removed and also liase with credit team to.see if they can still amend credit entries

Lee

grumbler

tlc1974 wrote: »

I was never informed of this when I asked for the PAC code and as this is the first mobile contract I have ever had I didn't know any different.

Yes the T&C say nothing about this and CS agents usually (deliberately?) fail to warn the leaving customers. Usually Help/FAQ is the only place where this information can be found, but why on earth would anybody search for it?

Do you think it is possible to get the entry removed from my credit file?

I think it is possible if you complain to the ombudsman stating the above and stressing that you have not been told that you had to use PAC to have the contract cancelled.

grumbler

Bales1983 wrote: »

Hey there, im a T-Mobile customer service agent :)

I am not implying anything, but there are rules in place for all companies reps to get officially accredited at MSE. I think you understand that otherwise it would be dangerous to PM them any personal information.

http://www.moneysavingexpert.com/site/forum-faqs

tlc1974_2

Just contacted Cisas and they said they can definitely help with this situation, I need this resolved ASAP as I have just applied for a mortgage! Trying to get anyone to help with this on the phone at t mobile is absolutely pointless and I have been waiting 24 hours again for somebody to call e back and yet again they haven't bothered.

Bales1983

Hi There

Got your Pm thanks

Im afraid you caught me at the start of my two days off so im not back in the centre until Thursday. Will definately look into this as soon as im in though

Lee

Herongull

This does sound very counter-intuitive.

The OP cancelled and requested a PIN code.

Not using the PIN cancels out his cancellation? :eek:

Guys_Dad

Herongull wrote: »

This does sound very counter-intuitive.

The OP cancelled and requested a PIN code.

Not using the PIN cancels out his cancellation? :eek:

Having an off day or just a late night? If that's the best advice, you should PAC it in! :rotfl::rotfl::rotfl:

(Just joking!)

Herongull

Ooops!

Well you know what I meant...