T-Mobile Leaving charges.

8balltiger

macman wrote: »

Your minimum term ended on 15/2, not on the date the final monthly payment was made (a month in advance). So you would incur an ETC in line with the T&C's when your PAC was used prior to 15/2.
As pointed out above, 30 days notice is still required even if you are out of minimum term. You are then on a contract requiring 30 days notice.

I gave them 30 days notice when I took the Pac , which will have effectively extended my contract to the 21st of Feb .

I get that bit, but their own workers don't.

8balltiger

I appear to be getting further penalised for not taking the PAC even sooner.

Where in the T&C's do they explain their charges ?

And surely by having already paid the final month , I have fulfilled the contract and can only be charged as Grumbler says.

grumbler

8balltiger wrote: »

Where in the T&C's do they explain their charges ?

• Pay monthly terms and conditions

2. Terminating this Agreement. You can phone Us and give 30 days’ notice to terminate this entire Agreement with effect from the end of (or after) the Minimum Term. You may have to pay a Cancellation Charge, totalling the rest of the Monthly Charges for the remainder of the Minimum Term, less 4%. (See points 7.2 and 7.3 of these terms and conditions.)

In fact it doesn't even say that you have to pay anything extra for the part of 30 days beyond the minimum term. As the charges "for the remainder of the Minimum Term" have already been paid upfront (the last bill) I don't see anything else to pay.

8balltiger

I've had a further conversation , where they won't budge , I have garnered further information .

My end of contract date was the 12th Feb , My Pac ran 23rd Jan - 21st Feb .
So to me that makes 9 days to possibly pay for.

I told them that my DD had been cancelled as I expected no more charges , and she cancelled it from her end too ( I checked that I would not be liable for any extra added fees, I'm not) .

I told her that I would chase the matter up with OFCOM or the relevant ombudsman and call them back to pay the relevant fees.

Does anybody have any tips from here on , such as who exactly do I contact next ?

8balltiger

Lo and behold , I just logged in to the book of face and I had a reply waiting for me from T-M customer services ( days after asking but never mind).

Hi Craig,
When a customer requests a PAC and they are in the last 30 days of their contract, an Early Term Charge is applied up to the commitment end date.
If a customer uses the PAC, a notice period charge (NPC) is applied to their next bill which covers the port out date to the 30th day after the PAC is issued. (If the customer ports out before their commitment date then the NPC charge will be between the commitment end date and the 30th day after the PAC).
Customers may also get a line rental refund for any line rental they have already paid in advance covering the same period.
Hope this helps,
Regards,
Stuart.

grumbler

8balltiger wrote: »

I told them that my DD had been cancelled as I expected no more charges , and she cancelled it from her end too ( I checked that I would not be liable for any extra added fees, I'm not) .

Well, I hope you do understand that this might result in a default record in your credit history.

I told her that I would chase the matter up with OFCOM or the relevant ombudsman and call them back to pay the relevant fees.

Firstly, Ofcom don't deal with individual complaints and it has to be ombudsman, not Ofcom.
Secondly, you have to exhaust the internal complaints procedure before going to the ombudsman.

Does anybody have any tips from here on , such as who exactly do I contact next ?

http://support.t-mobile.co.uk/help-and-support/index?page=html&cat=CONTACTUS

If you have a complaint...

If you feel you have not received a good service from us, find out how to make a complaint or download our Complaints code of practice.

• Making a complaint
• Complaints code of practice

8balltiger

Thanks.
I'm going to battle them till Tuesday and pay by the looks of things , but at the moment I'm digging my heels in on their FB page.
If I cost them 1 sale it's worth the extra tenner.

dharle

I wrote about this in another thread but T-Mobile are simply con-artists. I reached the start of my 23rd month of my 24 month contract (£26p/m contract). I then rang CS to ask for my PAC code, which activated my thirty days' notice. I was assured I would not have to pay an early termination charge.

I gave my PAC to Virgin two days before its expiry. However, Virgin messed up and they set the port date after the expiry date. Therefore I did not leave T-Mobile. Nonetheless in my next bill, there was a £21 early termination charge (even though I did not leave in the end). I rang them up to say I did not leave (and that I had been assured that I would not face a charge). The lady then texted me back justifying the charge, saying I had requested the PAC during my 24 month contract and so had to pay it! I then rang back and spoke to someone else who refunded the £21 as I did not actually leave.

I explained to CS that one has to give 30 days notice to leave T-Mobile, but the PAC has an expiry date of 30 days. Therefore by construct one has to leave early if transferring to another provider - even if it's given one day before the expiry of the PAC. The lady said she understood where I was coming from but said there was nothing she could do, and that I would see the charge again the next time I requested a PAC.

This is simply a con - it is an unfair contract term which cannot be avoided. If I'm paying one month in advance for a contract then I should be able to leave whenever I want as they'll have received my money for that month. I'll be writing to the telecomms ombudsman if this farce continues. I don't know how they can get away with it - their terms and conditions certainly don't cover this in any detail, and each CS advisor says something different and even though they "personally assure" one that it'll be like x and z, it never is!

8balltiger

When I ported my number in to T-Mobile , that took 3 attempts lasting over a week, which is another reason why I ported to Three sooner rather than later .