T-Mobile - so angry and sick of it!

RosiPossum

This is a long story, so I'll make the less relevant part short!
Had a few consecutive contracts with T-Mobile and a few problems. First they didn't cancel a mobile internet contract when I cancelled within my cool-down period, and it took me over a year to get the money back and lots of phone calls, emails, and stress.
Later, my ex partner had his mobile as another line on my account, but as it was a rolling contract, we cancelled it when we split. I was issued a PAC and told it'd expire in 30 days but was not told that the contract would carry on. I assumed this meant that the contract would end but that he couldn't keep his number. Another million phone calls and emails and supervisors, and I got my money back months and months later.
Both times I had been told several times that I'd be refunded but the money wasn't until I'd called to ask why not many times.

This issue right now is that I cancelled my 24 month contract in the 23rd month, giving them 30 days notice as per my contract. I was issued a PAC and told (this time) that if I didn't use it, my contract would carry on. No bother, so on the 28th day, I called Tesco Mobile to give my PAC (it said it can take 2 days on their site) and all was good. A few weeks later I got a bill from T-Mobile for my final month plus an early termination fee. I got straight on the phone to them and they said I'd cancelled early. I explained that I hadn't, and they eventually said they would refund that on my next bill as a 'goodwill' gesture. This was in July. I couldn't access my T-Mobile bill online for a while, and when I could it said the balance was -£46. So I was in credit but the money wasn't returned to me. I tried calling to talk to someone but was kept on hold for so long (12 minutes the first time, I find that unacceptable) that I gave up the first few times. I finally got through and spoke to someone who had to get supervisor approval to process the refund. She said it had gone through and I'd have it within 14 days. It has now passed 14 *working* days and nothing. And I can't log in on the T-mobile site.
ARRGGHHH

I'm really not a compensation sort of person, but they have taken literally hours of my time, cost me in bank charges, stressed me a great deal and hurt my mental health. They didn't directly cause my anxiety attacks but with our money situation as it is, it really didn't help. Can I ask them to refund me for time, calls, and stress caused by their constant stealing?
Thank you so much if you managed to read it all! I haven't posted much here and my other post was about my husband's mobile. It's mobile problems all around!

Rosi

Techhead_2

That's difficult to read, but from what I can make out, part
of your problems are caused by you not understanding how number porting works. Things would have gone much more smoothly if you had realised ( for example ) that using a PAC before the end of the minimum term will close the account and result in a early fee.

I'm sorry you have health issues but I feel you have allowed melodrama and emotions to rule your thought process. Hopefully now things are getting sorted you will feel better.

RosiPossum

Thanks for your reply. I don't think the company should assume that customers know all about number porting. I wasn't told that if I used it before the 30th day, I'd be charged an early fee (of £22 for 2 days), only that if I didn't use it then my contract would continue. And as it could take 2 days to use the code at Tesco, I didn't want it to expire.

I'm angry with them because of the number of times I've had to call and email and been told something and then it hasn't happened. Being told time and time again that they are sorry and have sorted it now, only to go back a month later and be told the same thing, would drive anyone mad! I'm not being melodramatic.
Please let me be clear - I have long term problems with depression and anxiety which are completely unrelated. I work hard to make ends meet while my husband is out of work, even though I need to take time off. The financial pressure of being told I have so much coming in on a certain day and then it not coming in is hard.

gjchester

RosiPossum wrote: »

Had a few consecutive contracts with T-Mobile and a few problems. First they didn't cancel a mobile internet contract when I cancelled within my cool-down period, and it took me over a year to get the money back and lots of phone calls, emails, and stress.

How and where did you take it out, there may not be a cooling off period if bought via some shops (Phones 4 U for example) as it's down to store policy as well as network policy

RosiPossum wrote: »

I was issued a PAC and told it'd expire in 30 days but was not told that the contract would carry on. I assumed this meant that the contract would end but that he couldn't keep his number.

First remember any phone contract is NOT for xx months, rather it has a minimum terms of xx months. After that minimum time it become a 30 day rolling contract that either side can cancel with 30 days notice. Many people think it's a set time for a contract but thats not the case.

Unfortunalty here it's a combintion of partially your fault for making an assumption, but it should have been made clearer by TM. You can't request a cancellation and a PAC code at the same time, the line has to be active for a PAC code to work, and so the PAC request overrides the cancellation.

What happens is after the 30 days the PAC expires and it goes back to a rolling 30 day contract.

RosiPossum wrote: »

This issue right now is that I cancelled my 24 month contract in the 23rd month, giving them 30 days notice as per my contract. I was issued a PAC and told (this time) that if I didn't use it, my contract would carry on. No bother, so on the 28th day, I called Tesco Mobile to give my PAC (it said it can take 2 days on their site) and all was good. A few weeks later I got a bill from T-Mobile for my final month plus an early termination fee. I got straight on the phone to them and they said I'd cancelled early.

Again a quirk of the PAC system, you cannot give notice to cancel and have a PAC code active. If they this and then Tesco had taken 3 days to move your number the PAC would have expired and your number potentially lost.

When you use a PAC it cancels your old account and as you did it without notice you are then liable for 30 days line rental as a fee. In effect you cancelled a day or two early and without notice.

Again should have been made clearer to you at the time you requested the PAC.

RosiPossum wrote: »

I couldn't access my T-Mobile bill online for a while, and when I could it said the balance was -£46. So I was in credit but the money wasn't returned to me.

Unfortunatly not unusal, and pretty common, youir no longer a T-Mobile customer so they close the online billing, but you can't get access to check the final bill. Happened to me on Vodafone, they ended up sending me a final paper bill.

And Yes they should automatcially return anything when an account closes but tend not to.

RosiPossum wrote: »

Can I ask them to refund me for time, calls, and stress caused by their constant stealing?

Rosi

I'm not sure what you want to be compensated for, the first issue for mobile broadband theres not enough detail to say, but the two PAC code issues are partially down to lack of clairty of the process, partially your assumptions and partially the way the process works.

They haven't "stole" anything, simply charged you what was in the contract.

I'd suggest you try and write it all down, be factual and unemotional and write to their complaints department, seeking the return of the £46, and you can ask for other costs, but you may be asked to justify them, and that may be difficult.

Good Luck

RosiPossum

Thank you
I basically want to be recompensed for the cost involved in phoning them, writing to them and the hours it has taken me. The first two issues were resolved but just add to my irritation. At no time was I told that if I used the PAC before the 30th day then I'd be charged a fee. I was led to believe that I am liable for the contract up to that 30th day (which I completely understand) but that my contract won't have ended until then.
It was actually a friend who said they had stolen, which I agree with. In regards to the mobile broadband, I had cancelled it (within 14 days) and they continued to take money from my bank account. Since I had cancelled it, they didn't have my permission to take that money.

I can actually still access my billing on their website, but it just goes off every now and then.

I appreciate the help!
Thanks,
Rosi

Guys_Dad

If the advice offered above doesn't work, there is an option open to you. It is called the Small Claims Court.

Use MCOL and see if the court agrees with you. There is normally a fee to pay that you will get back when you win.

And there is a second avenue. Tell your bank that the Direct Debit was theft and in dispute. They will reclaim it from the network.

Of course, the network may then record it as default on your credit record.

thatsean

Strikes me that you have a choice here. If it's been that stressful you could complain, complain again or sue for 20, 50, 150 whatever you like.

Or, you could say, it's over, life's too short and get on with your life.

Your call.