T-Mobile Complaint Advice

Adzha

Hi,

I've tried to make a complaint to T-Mobile with regards to my final bill but I can't even get them to acknowledge me. I would be grateful for any advice with regards to contacting them, complaining to their regulator and cancelling the direct debit.

To summarise what's happened:

1. I called T-Mobile on 9th November to provide my 30 days notice. After a failed negotiation, the advisor provided my PAC code and when asked, stated there would be no termination penalty.
2. I received my new phone on 27th November and the following day, my new network ported the number over.
3. On 6th December, I received a final bill containing an early termination penalty.
4. I called T-Mobile the same day to dispute this and was told it was correct. The advisor could not explain why the termination penalty was so high (in contradiction to my contract) and was adamant it should apply. She told me I needed to complain by email or post to move this forwards.
5. T-Mobile's email system sends a bounce back message stating they won't reply, so I tried contacting their Facebook and Twitter teams for a working email address.
6. Eventually, the Twitter team told me my only option was to write. I sent them a full letter on 8th December.
7. Having heard nothing back, I asked T-Mobile to acknowledge my complaint which they said they had not received. Again, I asked for an email and was fobbed off.
8. I have this morning emailed the executive team as suggested on the forum and heard absolutely nothing back.
9. T-Mobile are due to collect the incorrect direct debit on Monday from my bank account.

As the incorrect direct debit is in breach of what they told me and also my contract, can I cancel the direct debit or dispute this under the direct debit guarantee? I'm sure this would make them be in touch, however I don't want to risk any backlash to my credit rating.

Thanks for any help with this.

Guys_Dad

1. Don't cancel DD unless you don't have the funds. It is easier to get back any extra taken than it is to undo a trashed credit record.

2. How much are we talking about that is in error?

3. This has happened before, and some members may be able to help. Be patient.

4. When did your minimum period end? Double check. You didn't upgrade early next time did you?

Adzha

Guys_Dad wrote: »

1. Don't cancel DD unless you don't have the funds. It is easier to get back any extra taken than it is to undo a trashed credit record.

• There will be sufficient funds in the account on Monday, my worry is that I won't get the overcharge back.

2. How much are we talking about that is in error?

• It's a £15 overcharge on the bill but potentially a further £60 in lost cashback through the company who sold the contract.

3. This has happened before, and some members may be able to help. Be patient.

4. When did your minimum period end? Double check. You didn't upgrade early next time did you?

• It ended on the 6th December, so I can see how the PAC code was used before this date. However, it was my first contract and they failed to explain this, despite me specifically asking whether this could be an issue.

Thanks for your help

RosiPossum

Hi, I had pretty much the same problem. It turns out that you have to use the PAC on the 30th day and not before, although they don't like telling you this.
It took me a few phone calls but I did get the charge reversed. The problem is that as my contract ended, I had a credit on the account. I've been told a couple of times that the money will be in my account within 14 days. It hasn't (and it's been months now!)
I sent off a formal complaint by recorded delivery, so they won't be able to say they haven't received it.
Make sure to keep a copy of all correspondence and send all letters to be signed for on receipt. Feel free to PM me if you want to chat further - I'm in the same boat!

Hope you get sorted soon

Silk

RosiPossum wrote: »

Hi, I had pretty much the same problem. It turns out that you have to use the PAC on the 30th day and not before,

Who told you that it's rubbish, the code expires in 30 days but even if you use it on day one you still get charged for 30 days if that is the means of giving notice

RosiPossum

It's the early termination fee that's the issue. 30 days notice was given and both myself and OP have no problem with paying for that 30 days. The problem is that by using the PAC before the 30th day, we were charged an early termination fee, despite not being told about this when asking for the PAC.

Silk

RosiPossum wrote: »

It's the early termination fee that's the issue. 30 days notice was given and both myself and OP have no problem with paying for that 30 days. The problem is that by using the PAC before the 30th day, we were charged an early termination fee, despite not being told about this when asking for the PAC.

Ahh I see what you mean, yes that seems quite unjust.

When the pac is used it does terminate the contract on that day so I would assume it's an automated system that picks it up hence the charges.

I would be tempted to pay it and claim it back later. I would need to read the T&C's in detail but I'm sure the charges would be deemed unfair and not stand up in court providing notice was given in the correct way before the pac code was used.

RosiPossum

That's what I did - it's just the getting them to actually pay the money back that's difficult!
Keep pursuing it though, Adzha, you'll get there.

Techhead_2

Silk wrote: »

Ahh I see what you mean, yes that seems quite unjust.

When the pac is used it does terminate the contract on that day so I would assume it's an automated system that picks it up hence the charges.

I would be tempted to pay it and claim it back later. I would need to read the T&C's in detail but I'm sure the charges would be deemed unfair and not stand up in court providing notice was given in the correct way before the pac code was used.

The T&C say that ONCE you have completed the minimum term you can cancel with 30 days notice. The PAC was used before the end of the minimum term, so cancellation was before the end of minimum term . So it looks like notice to cancel was given too early ( by one day !) and so an early termination charge was issued.

I suppose the best advice is to either give notice or ask for a PAC - not both. And make sure the contract ends after minimum term.

Silk

Techhead wrote: »

The T&C say that ONCE you have completed the minimum term you can cancel with 30 days notice. .

If thats the case then those would be deemed unfair T&C's because it would mean in the case of a 24 month contract the minimum period would actualy be be 25 months ie. 24 months plus 30 days.

Gambler

My 18m contract with T-mobile expires on 13th Jan and I've just received my December bill which is the final bill I need to send to e2save for cashback.

Been looking on the t-mobile website for terms and conditions with no joy so headed over to mse when I came across this thread.

I thought I could phone up and give 30 days notice and ask for a PAC and all I would be liable is 30 days charges from today. This would then take me past the minimum contract period of 18m.

Is this not the case then?

Thanks