Getting charged for using PAC code too early?

xy1234

Hi, was hoping someone could advise me on this. My 24 month contract is due to end officially on 06/10, I called up on 06/09 to give my 30 days notice and get my PAC code. So I used my PAC code a couple of days ago and checked my tmobile bill today. I notice that they have charged me a termination fee of £13. During my call to cancel my contract, I was never told that this would happen and was actually told that I can use my PAC code whenever in the 30 days leading up to 6th of Oct! I am also under the impression that they made this bill BEFORE I used my PAC code so how did they know I would use it before the end of my contract? Is this right or just tmobile being incompetent?!

diamonds

You are still within your 24 month term as you noted already, you can use it before 30 days days before it expires but you remain liable for the full 24 month minimum term charges. They all are guilty of not informing customers on PAC issue porting before the last few days of its expiry will leave a bill upto the 18/24 month minimum term completion date.

xy1234

Wow, how ridiculous! I just called them up, fuming about this and all the guy would do is issue me a £5 refund. He didn't even answer any of my questions regarding how they worked out this refund and why noone informed me earlier that I would be charged a fee! Totally abysmal customer service! :mad: What I don't understand is that I will still be getting a bill for my final month?! How is this possible? Thank you for your help!

diamonds

No worries, I agree staff should have to tell you the full facts, read here http://support.t-mobile.co.uk/resources/sites/TMOBILE/content/live/DOCUMENTS/0/DO210/en_GB/Complaints%20Code%20of%20Practice.pdf

register a complaint here
http://support.t-mobile.co.uk/help-and-support/index?page=home&cat=CONTACT_US_COMPLAINTS

& register complaint with Ofcom 0300 123 3333

until WE all do our part informing Ofcom this is a industry wide practice it will continue.

buscape

xy1234 wrote: »

Hi, was hoping someone could advise me on this. My 24 month contract is due to end officially on 06/10, I called up on 06/09 to give my 30 days notice and get my PAC code. So I used my PAC code a couple of days ago and checked my tmobile bill today. I notice that they have charged me a termination fee of £13. During my call to cancel my contract, I was never told that this would happen and was actually told that I can use my PAC code whenever in the 30 days leading up to 6th of Oct! I am also under the impression that they made this bill BEFORE I used my PAC code so how did they know I would use it before the end of my contract? Is this right or just tmobile being incompetent?!

Typical of T-Mobile, plenty of examples of it here. When did you port?

xy1234

Yep, I read plenty more examples and decided to call up again, this time I got a much more helpful guy on the line who said it was a mistake and credited the amount back It's a shame we even have to call them to get back what they wrongfully charged us.