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

yaacov81

well i have just asked for a pac code on my orange and confirmed with him that there would be no MNP charge.

will wait and see what happens.

didnt even offer me anything to keep me. then i asked out of interest and the line was cut off in the middle. funnily enough it sounded like a good deal!

corum_uk67

I've had similar struggles with t-mobile.

Contract due to end this friday, 13 September.

Was advised by customer services in early August to phone them back on 13 August to give 30 days notice.

Phoned them on 13 August to give 30 days notice, specifying that I wanted the contract to end on 13 September, not a day before or a day after. They said fine and asked if I wanted to keep my number. I said yes, they texted me a pac code. The pac code said it had to be used by 11 August. I did not use the pac code.

Had my final contract bill through a few days later and it had the full months charge plus an early cancellation fee.

Had an obstructive and very unhelpful customer services person tell me the charge was valid and there was nothing they could do. Told him I would rather cancel the direct debit and take it up with the ombudsmen as I was not told by the previous advisor of the early cancellation fee and had not even used the pac code. Eventually got him to cancel the charge and cancel the original pac code.

He stated that I need to phone back on the final day of my contract, i.e. this coming Friday, to request another pac code and use it immediately, or the contract would roll forward, which is fine.

I'm still a bit concerned that if I get a pac code this friday and use it immediately, if it takes more than a day for the number to get transferred are they going to bill me for another month or just the day?

I really don't fancy another lengthy argument with these guys and feel that they do not play fair with their customers, especially when advising them over the phone.

boatman

I called same day as you exactly 1 month before my contract was due to expire on 13th Sept, was told that if i wanted to keep my phone number it would be best to phone in a few days to ensure the PAC would extend beyond the end of my contract thereby giving me a few days to transfer and also ensuring i complete my full contract and not incur MNP Early termination fees. They then issued a PAC anyway from my first call even though i did not end up asking for one, they have added a fee to my bill, they have then added the cost of the 2nd MNP for one i did ask for, so i now have 2 charges!! How i'm supposed to use 2 i don't know!!

mobilefone

boatman wrote: »

I called same day as you exactly 1 month before my contract was due to expire on 13th Sept, was told that if i wanted to keep my phone number it would be best to phone in a few days to ensure the PAC would extend beyond the end of my contract thereby giving me a few days to transfer and also ensuring i complete my full contract and not incur MNP Early termination fees. They then issued a PAC anyway from my first call even though i did not end up asking for one, they have added a fee to my bill, they have then added the cost of the 2nd MNP for one i did ask for, so i now have 2 charges!! How i'm supposed to use 2 i don't know!!

how do you term full contract.....

ilikebargains

I am having this problem now. My contract was expiring on 10/09/2013 so I got a PAC code on 10/08/2013 and transferred my number to another provider on 08/09/2013. Now I find they have charged early termination fee although the account was paid for 24 months contract. I have spoken to unhelpful customer agent who said the charges are correct. I will write to EE and see what happens.

Can you phone someone at EE to sort this out or just write to EE.

I can't find email address for t-mobile to complain. Does someone know the email address rather than by letter.

mobilefone

ilikebargains wrote: »

I am having this problem now. My contract was expiring on 10/09/2013 so I got a PAC code on 10/08/2013 and transferred my number to another provider on 08/09/2013. Now I find they have charged early termination fee although the account was paid for 24 months contract. I have spoken to unhelpful customer agent who said the charges are correct. I will write to EE and see what happens.

Can you phone someone at EE to sort this out or just write to EE.

I can't find email address for t-mobile to complain. Does someone know the email address rather than by letter.

ring up again and ask why you being charged this fee as you pay upfront since you paid for your contract....if they disagree as to speak to someone senior ...was is Philippines c.s.

ilikebargains

ring up again and ask why you being charged this fee as you pay upfront since you paid for your contract....if they disagree as to speak to someone senior ...was is Philippines c.s.

I will write to T-Mobile as I don't feel talking to someone on phone for 30 minutes and not getting anywhere.

mobilefone

ilikebargains wrote: »

I will write to T-Mobile as I don't feel talking to someone on phone for 30 minutes and not getting anywhere.

in that case be prepared for a long slog its easy as speaking all calls are recorded.

boatman

My full contract is 24 months, so ask for PAC maybe 20 days from the end, giving you 10 days to transfer your number after the end of the contract.

mikeyp231987

So I too have been hit with this MNP Early Termination fee...just noticed it on my final month's bill to be taken by Direct Debit on 26/09.

Thing is I haven't even used my PAC yet! I only requested it a few days ago!

My 24 month contract officially ends on 10/10/2013 so I rang up on 10/09/2013 to give my 30 days notice and request PAC as it says to do on their website.

Received code by text saying I must use before 09/10/2013 and they advised me to give it to new provider 3-4 days before that. She assured me there would be no charges but sure enough there it is...

I'll be ringing them up tomorrow to see what they say...