T-Mobile Complaint Advice

Silk

Gambler wrote: »

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?

At the moment it would seem if you use the pac code before the 13th Jan they penalise you.
No idea what the penalty is though ???

In theory the cashback is safe as you have the final bill because it's a month in advance etc etc

Buzby

The PAC is the elephant in the room. Any contract can be terminated by giving notice prior to the minimum term, for the service to cease on a designated date (always best to do this in tandem with your billing date) you could be fully compliant by giving notice 17 months earlier - but I'd expect incompetence from the network by not remembering.

With the PAC, you enter into a new ball game as the computer systems look at the dates the port takes place and act accordingly, before the due date and you will be in advance of the notice period and a charge levied.

No wonder firms do PAC's for no cost, they make so much (as here) as a direct result of the transfer - if early, an ETC. if late, another month of service charges.

The way to learn from this is to lose your attachment to your number, as retaining it WILL cost you. The alternative is to diarise your departure in the following way. (Working back from the final billing date).

-31 days. Contact network to say you will be leaving on your next billing date. You advise you will be requesting a PAC but as you don't know which network you will be transferring to, you will request this later, but regardless, you service must terminate on Day 0.

-9 days. Request your PAC code, reminding them that your notice was accepted 21 days earlier, and service should terminate - per the notice given - on Day 0.

-3 days. Give the PAC to your new network, ask them to confirm the transfer will take place +1 days of your termination.

-1 days. Your old handset should cease to work, and your new phone have your ported number.

0 Day. Your old network should bill you either 1 day ETC OR cancel the following months service charge (or show it as a rebate).

The easies way is to lose the number, and start afresh!

RosiPossum

I wouldn't have such a problem with it if they actually tell you that if you use it before the 30th day then you'll be charged for an early termination!

Gambler

I phoned for my PAC today and they admitted they couldn't match Tesco sim only deal.

Adzha

Just a quick update... had an email back today off Jackie O'Leary's PA (Jackie is EE's chief customer officer) to let me know one of her team will be looking into this for me.

Will keep everyone posted with the progress

NeoVR2k6

Interesting thread this!

I am also currently waiting for a reply from T-Mobile complaints department. just about to tick over 2 weeks since they will have received my letter of complaint. so much for their "5-day" turnaround as per their code of practice. And i still cant believe in this day and age that they dont accept email correspondence!
I tried contacting CS by phone last night, but they couldn't help.

My advice is definitely dont cancel the DD as you risk destroying your credit score with a late/defaulted payment.

Oh and dont suppose you can let me know what email address you used please?.

Bellabella_2

If you're having problems with T Mobile, you're not alone! A number of us have formed a group on facebook to share our stories and work together to get T Mobile to listen to their customers and address our concerns, which currently they aren't! The group is 'T Mobile Customer Complaints'.

bignred05

NeoVR2k6 wrote: »

Interesting thread this!

I am also currently waiting for a reply from T-Mobile complaints department. just about to tick over 2 weeks since they will have received my letter of complaint. so much for their "5-day" turnaround as per their code of practice. And i still cant believe in this day and age that they dont accept email correspondence!
I tried contacting CS by phone last night, but they couldn't help.

My advice is definitely dont cancel the DD as you risk destroying your credit score with a late/defaulted payment.

Oh and dont suppose you can let me know what email address you used please?.

I've sent you a PM about a certain email address

Adzha

NeoVR2k6 wrote: »

Interesting thread this!

I am also currently waiting for a reply from T-Mobile complaints department. just about to tick over 2 weeks since they will have received my letter of complaint. so much for their "5-day" turnaround as per their code of practice. And i still cant believe in this day and age that they dont accept email correspondence!
I tried contacting CS by phone last night, but they couldn't help.

My advice is definitely dont cancel the DD as you risk destroying your credit score with a late/defaulted payment.

Oh and dont suppose you can let me know what email address you used please?.

I also sent you a PM yesterday morning, hopefully it's the same email address.

Been ill in bed so not able to speak with T-Mobile as yet, hopefully they will be calling back on Monday with my resolution.

simax

Buzby wrote: »

The PAC is the elephant in the room. Any contract can be terminated by giving notice prior to the minimum term, for the service to cease on a designated date (always best to do this in tandem with your billing date) you could be fully compliant by giving notice 17 months earlier - but I'd expect incompetence from the network by not remembering.

With the PAC, you enter into a new ball game as the computer systems look at the dates the port takes place and act accordingly, before the due date and you will be in advance of the notice period and a charge levied.

No wonder firms do PAC's for no cost, they make so much (as here) as a direct result of the transfer - if early, an ETC. if late, another month of service charges.

The way to learn from this is to lose your attachment to your number, as retaining it WILL cost you. The alternative is to diarise your departure in the following way. (Working back from the final billing date).

-31 days. Contact network to say you will be leaving on your next billing date. You advise you will be requesting a PAC but as you don't know which network you will be transferring to, you will request this later, but regardless, you service must terminate on Day 0.

-9 days. Request your PAC code, reminding them that your notice was accepted 21 days earlier, and service should terminate - per the notice given - on Day 0.

-3 days. Give the PAC to your new network, ask them to confirm the transfer will take place +1 days of your termination.

-1 days. Your old handset should cease to work, and your new phone have your ported number.

0 Day. Your old network should bill you either 1 day ETC OR cancel the following months service charge (or show it as a rebate).

The easies way is to lose the number, and start afresh!

You are giving out wrong advice!!!!!!

This will not work. If you request a PAC, it starts the 30 day notice period again and actually stops the previous disconnection request.

Get your facts right.