BEWARE T-Mobile early termination fee when useing pac code...

Africana

Gosssh... After reading most of this thread, I'm definitely going to prep myself ready for TMobile when I end my contract with them.

Firstly I'm going to call them from a phone that records calls.

I'm going to call 30 days prior to the end of my contract and give my notice to end.

I'm going to refuse a PAC code, but tell them I'll call back for in a couple of weeks.

Hopefully I will get/ see my final bill and there should not be an ETF charge on the bill if I have told them I don't need a PAC code yet.

I'll pay off that bill early, and immediately after cancel the direct debit.

Then I'll call back and ask for the PAC code.

Then use the PAC code on the day my contract ends.

Hope this works for me ...

grumbler

Africana wrote: »

I'll pay off that bill early, and immediately after cancel the direct debit.

Cancelling the DD is a dangerous action as if they want to take money and fail they will report a missed payment to CRA(s) and, possibly, a default later.

Then I'll call back and ask for the PAC code.

Then use the PAC code on the day my contract ends.

Final bill is normally after the contract is terminated. In this case you can't request PAC and you lose your number.

nzpod

Africana wrote: »

Gosssh... After reading most of this thread, I'm definitely going to prep myself ready for TMobile when I end my contract with them.

Firstly I'm going to call them from a phone that records calls.

I'm going to call 30 days prior to the end of my contract and give my notice to end.

I'm going to refuse a PAC code, but tell them I'll call back for in a couple of weeks.

Hopefully I will get/ see my final bill and there should not be an ETF charge on the bill if I have told them I don't need a PAC code yet.

I'll pay off that bill early, and immediately after cancel the direct debit.

Then I'll call back and ask for the PAC code.

Then use the PAC code on the day my contract ends.

Hope this works for me ...

Yeah it is a very very arduous problem!! They have absolutely awful with customer service so glad I left them!!

I just spent an hour on the phone with them today but mostly it was 30 mins of me keeping them on hold while I went and did some housework :T:j:T:rotfl:

They ended up charging me two ETFs which I managed to get refunded back to my account today with a lot of stress.

When I got the first ETF I cancelled my direct debit. I just checked my credit file and doesn't look like they reported a missed payment and no default.

I would suggest you do what you describe as that is how I understand the system works. Give 30 days then call and get a PAC at another date. PAC doesn't last for 30 days as you know.

They will probably still charge you an ETF because they are c***s. Should have never left giffgaff not worth the stress. So glad I am back with them :-)

Good luck!!

gycraig_2

iv challenged this about 10 times since they changed to this system they have caved every time.


when you get a pac code you have to pay 1 more payment of your line rental to cancel this is due to having to give 30 days notice to cancel the contract.


there is no basis for them to charge you for using the pac code early as you have already paid for this time in your final bill.

hunsbury0

The worst mobile company that I have dealt with. When I gave 1 months notice at month 23, I was charged for early termination, where I already paid for 24 months.
They also charged me for using the pac code !!!!!!
At no time I was warned about their dodgy penalty charges.
I will never ever go with them.

ohit

I wrote a letter challenging the charge. Someone just called back with a voicemail that the charge stands and a bunch of reasons/dates as to why.

I called back and said I disagree and requested a response in writing.

Apparently, not all phone calls are recorded - so the original PAC request phone call (where customer service person specifically said no penalty charge) may not be ever heard as proof.

Ultimately, how do I challenge this further?
I want the fee (about £27) refunded. Do I really have to wait 8 weeks for a T-Mobile/EE case to be opened up, do nothing but wait, and then complain again via the Ombudsman?

Please advise.

trinidadone

ohit wrote: »

I wrote a letter challenging the charge. Someone just called back with a voicemail that the charge stands and a bunch of reasons/dates as to why.

I called back and said I disagree and requested a response in writing.

Apparently, not all phone calls are recorded - so the original PAC request phone call (where customer service person specifically said no penalty charge) may not be ever heard as proof.

Ultimately, how do I challenge this further?
I want the fee (about £27) refunded. Do I really have to wait 8 weeks for a T-Mobile/EE case to be opened up, do nothing but wait, and then complain again via the Ombudsman?

Please advise.

So sorry to hear about you being hit with a ETF. I have been there with T-Mobile, and got the T Shirt. Infact I am still going through problems with them now, even though I am no longer a customer with them. I will never return back to this company again, even if T-Mobile offer a beter deal. I find them totally stressful.

In regards to your complaint, yes you do have to wait the full eight weeks,, however, that date starts when you first complained. After that, you have to go through the CISAS.

The other alternatives, is to telephone there customer service dept a few times, even esculate to a manager.

T-Mobile are also terrible at responding to complaint letters. good luck with this

ohit

Good news.
T-Mobile customer relations emailed (as the "response in writing" that I had requested) offering a full refund within 14 days.

Interesting how on a phone call they try and deny the issue to stick with the charge, but, as soon as a writing response in requested with requests to escalate or take to the ombudsman, they issue a refund.

Really grateful for the outcome, and experience of how to deal with them in future if required.

Thanks everyone for your feedback, advice and sample letter templates.

AprilLady

Hooloovoo wrote: »

I've just ported from T-Mobile to Three. I have not been charged an ETF since I transferred via a PAYG step. This seems the easiest way to me. The method was:

1. The minimum term of my contract was set to expire on 1st December 2013. I called up on 1st November and gave my 30 days notice, and informed them I wanted to move to PAYG. They arranged all this. No charges.

2. On 1st December, my billing account is closed and a new PAYG billing account opened. My SIM is automatically transferred to the new account. No problems at all. There are no charges incurred, except for a mandatory £10 initial top-up of the PAYG account which is added to my final bill.

3. That £10 top up lasts me for the month.

4. In January I phone up and get my PAC code. Not need to give 30 days notice since I no longer have a contract. No charges. The PAC arrives via SMS in a couple of hours, and a few days later also by post.

5. I order a new Three SIM. It arrives next day with a temporary number. I give them my PAC code, and my number is ported next working day.

That appears to be the most painless way to do it.

Thanks for your tips Hooloovoo! I managed to get them to switch me to PAYG at the end of my contract - although I was on the phone to them for 45 minutes (mostly on hold), and I think I was transferred from Asia to Newcastle, then back to Asia, but I got it sorted in the end! The first woman I spoke to had a fake American accent (I think someone else in the thread mentioned this too!) and kept calling me Ma'am!

Anyway...if you're still reading this thread Hooloovoo, can you tell me how they billed you for the £10 top up? I got my final bill in the post today, and under 'One off charges and credits' it clearly says there's no early termination penalty, but there's an administrative charge of £8.33 - would this be the top up, or is it something else?! With VAT it comes to 9.996, so I'm guessing it is, but want to make sure nothing else is going to be charged to me!

Kingsd316

I've been charged an early termination fee even though I didn't use my PAC code!