T-MOBILE still taking money for cancelled contract

grumbler

You assume that the network would have started chasing her before reporting late payments and default. Unfortunately, pretty often this is not the case.

shoperholicnot

I spoke to T-mobile yesterday on my daughters behalf.
I asked them why they didn't close the account, he said he didn't know but it may have been a technical glitch. She did not request a PAC. The other day they offered her £60 odd and she refused. They were STILL going to send her that as an offer. I told them not to even bother because it was being refused
Apparently, they dont have a complaints department that you can write to, the CS staff dont have surnames, even on their passport, and theres no point in speaking to a manager "because they will just say the same", basically they wont LET you speak to a manager.
I know daughter been silly, she should have cancelled that DD and she should check her account, BUT the real fault, I feel, is with T mobile, they have admitted they are at fault.
I spoke to them and I wasn't impressed.
I have told them full refund in 28 days or its the small claims court. I will enjoy it because as far as I am concerned they are a disgraceful company.

grumbler

shoperholicnot wrote: »

...
Apparently, they dont have a complaints department that you can write to,

http://www.t-mobile.co.uk/making-complaint/

I have told them full refund in 28 days or its the small claims court. I will enjoy it because as far as I am concerned they are a disgraceful company.

You can't go to the SCC without a paper trail . At least a Letter Before Action has to be sent first.

shoperholicnot

grumbler wrote: »

http://www.t-mobile.co.uk/making-complaint/


You can't go to the SCC without a paper trail . At least a Letter Before Action has to be sent first.

Thanks for that
yes thats what i thought, I am going to write first, everything sent recorded. I told guy yesterday that I wanted the address of the complaints department,he said they dont have one, they handle the complaints and document everything!

shoperholicnot

but I did tell him its OK because i'll find the address myself.

Fifer

Buzby wrote: »

Sorry, these double negatives are getting too confusing. I can state that the onus is ALWAYS with the individual to ensure their payments are taken (or not, as the case may be). The courts are very clear that giving someone a DD mandate is not a replacement for ensuring that their account is paid correctly and on time.

The DD guarantee will not protect you from losing your home (say) if the lender does not receive the agreed funds on the due date. Having an active mandate authorised is not acceptable mitigation - the responsibility remans with the consumer.

If T-Mobile say they got the call to cancel, but kept the account and SIM active whilst waiting to issue a PAC code, the OP is stuffed. It would be reasonable to claim maybe 2 months of charges back, but 14? I don't believe so.

If only people will learn that DD's cause more problems than the solve, perhaps they will treat them with more respect, but I doubt it.

There were no 'double negatives' in my post, but you do appear confused, sorry.

There was no PAC code requested. The subscriber clearly indicated that the contract should end and the provider clearly indicated acceptance of that request. Any funds taken after the contractual notice period expired were unauthorised and will require to be refunded. That the provider failed to terminate the service is not the subscribers fault or issue.