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

mikeyp231987

So after a 5 minute phone call they agreed to remove the MNP charge from my bill... I got a text saying the amendments had been made although it still isn't showing online.

After I pay the final bill is it safe for me to cancel the direct debit with them or are they likely to try and charge me for something else next month? I'll be porting out on the 5th or 6th of Oct so technically I'm ending the contract a few days prematurely but I'm also all paid up so there shouldn't be a penalty charge?

corum_uk67

mikeyp231987 wrote: »

So after a 5 minute phone call they agreed to remove the MNP charge from my bill... I got a text saying the amendments had been made although it still isn't showing online.

After I pay the final bill is it safe for me to cancel the direct debit with them or are they likely to try and charge me for something else next month? I'll be porting out on the 5th or 6th of Oct so technically I'm ending the contract a few days prematurely but I'm also all paid up so there shouldn't be a penalty charge?

Yours is pretty much the same scenario as me, they really are cheeky monkeys when they expect people to pay right up to their contract end date AND pay an early termination fee just because they request a pac code before the end date.

In my case I got them to cancel the original pac request (along with the fee). Your right it doesn't show on your account balance but if you click on pay bill and go through the screens as if you were going to pay by card, you should see that your balance due is reduced to the correct amount.

As far as cancelling your direct debit, that should be fine. If there are any further legitimate charges next month you can just log in and pay by card.

My last day of contract is today hooray! I phoned earlier for a new pac code and popped it into the three website early this morning. Had an email saying the transfer will take place on Monday. So now i'm wondering whether there going to bill me for another month for the extra two days (unacceptable), or whether they will do a pro rata charge (which i'm willing to pay). The cs rep said there would be no more charges but we'll see on Monday which as it happens is billing day.

chrisb1357

Hi all,

I have 2 devices on Contract with Tmobile / EE. One of the contracts is due to end soon on the 15th Oct so i phoned up on 15th Sept to give my notice and that i did not want to renew and will be moving this device to another provider so the person from the cancellation team on the phone gave me a pac code at the same time.

I received my latest bill on 18th Sept and noticed there was a £29.00 early cancellation charge on this bill so i contacted the billing team which they explained that due to the cancellation team requesting my pac code on the 15th Sept on the sameday i gave my notice that the system treats this as termination of contract as i still have 30 days left. They removed the charge as i was not told there would be a charge.

As they removed the charge from the bill they said the PAC code issued had to be cancled as the system would other wise charge the £29.00 again.

So my main question is:

They suggested i had to call up on the last day of my contract which will be the 15th Oct to get a new pac code so i am not issued another early termination fee again. Is this correct as requesting a pac code on the last day is pushing it a bit fine as i need to transfer my number to the new provider as well and does my sim just stop working on the 15th Oct.

If anyone can suggest the best way to do this without getting my bills in a mess or more fee's

I am moving to GiffGaff and the device is unlocked

Chris

corum_uk67

I'm finally free of t-mobile hooray, tis a joyous thing!

Well as indicated above I requested and used my pac code on the last day of contract whilst having given my notice exactly one month before the contract end.

It took three days for the number to transfer and I was advised by customer services when I called that I would be charged pro-rata for these days, which is perfectly reasonable.

Lo and behold I return from holiday yesterday to find my final bill has a one off £20 'notice period' charge.

Telephoned CS yet again this morning to explain the whole thing yet again. They agreed to cancel the charge, yet again.

Honestly this has been a very frustrating and time consuming exercise and although t-mobile have relented when pressed, I believe their whole process for contract termination needs a good shake up and the advisers need to ensure they are giving out correct information. It seems that whatever you do, they will slap on a service charge regardless. For the time being I'm going to keep a payg number which is constant and then any contract phone I get I can tell them what they can do with their number at the end, because it's the whole number porting issue that seems to be causing the problems.

chrisb1357

Hi

Well am not sure if to phone up tmobile again and just get them to confirm that when I phoned up last month to give my notice that its all correct and on the system.

Still not sure if to wait until a few days before to request my PAC or on the last day but then the risk of going into a new billing month

Chris

Zebrdee

Hope someone can advise on my contract;
Started contract Oct 29th 2010. At the renewal times I was told I would get the same deal – found out since this is not true as the 3GB internet allowance was reduced 66% reduced to 1GB. My renewal date has crept back to Oct 1st. On 30th September I rang up to cancel my contract and was given my PAC that they said had to be used by 29th Oct. or the number stays with T-Mobile. I wanted to leave and they offered a deal for £12.38, which is more than I was paying in order to stay with them, I declined. I was told my last bill would be the same as my previous month – not true after checking my online account £11.38 went up to £16.77 – the loyalty discount has been removed and there’s a MNP Early termination penalty (VAT exempt) of £0.39. Don’t know why they removed my loyalty discount even before I told them I wanted to leave. My usual pay date is the 19th of each month and I was told there would be a final bill.
At what time should I cancel my direct debit and should I pay this £16.77 or £11.38 like I was told it would be? What’s the best time to use my PAC code? Thanks.

grumbler

It looks like you have not even read the thread before posting in it.

Re the loyalty discount, it's a norm for networks to revoke it for calculating the ETC, but it makes sense to do this pro-rata only for the remaining days of the minimum term after you port your number out (i.e. the contract is actually terminated). It looks like TM incorrectly revoke it from the day your request the PAC - the same way as they incorrectly apply the ETC. If so, this can be challenged similarly.

Zebrdee

It's a complicated thread to me and if you meant 'did you not understand all the previous posts?', you're right, so I posted my details in the hope that someone could clarify my situation to conclude my dealings with T-Mobile. If anyone could answer my two questions, it would be much appreciated. Thanks.

grumbler

The simple answer is that they have no right to charge you any ETC except, possibly, revoking the discount for the remaining days of the minimum term after the contract is terminated.

If you want to get the incorrect charges back, your only option is to read the thread.

wolvesinwales

I had exactly the same problem with T Mobile, firstly i complained by phone and after half an hour of being told it was simply my final bill ( My monthly contract bill was £10 but a £15.87 early termination charge had been added ) the advisor i spoke to imply could not understand that and eventually after speaking to someone said it was because i no longer got the loyalty discount of £5 a month but couldnt understand when i said then ok it should be a maximum of £15 then, all she could do was repeat parrot fashion ' no because this is your final bill'
I then wrote to them and had a letter back saying it was because i had used my PAC code too early and that it would not be refunded.
Not only was this not explained when i phoned to give 30 days notice and request my Pac code but the advisor i spoke to actually told me to use my PAC code asap because there is sometimes a delay when moving to THREE network.