T-Mobile penalising customers for PAC transfer

jase1

I thought I would bring to people's attention a feature of T-Mobile contracts that caught me out this month.

If numbers are PAC transferred to T-Mobile from another provider, T-Mobile will split your monthly allowances, such that if, for example you PAC the number two weeks in, your allowance with the new number will be split in half, even if you haven't touched the SIM in the previous two weeks.

To make things worse, I cannot find where in the T&C this is explained, and when I transferred my number I was not advised of the policy by the T-Mobile representative.

One to watch -- I won't be making that mistake again.

sdduk

jase1 wrote: »

I thought I would bring to people's attention a feature of T-Mobile contracts that caught me out this month.

If numbers are PAC transferred to T-Mobile from another provider, T-Mobile will split your monthly allowances, such that if, for example you PAC the number two weeks in, your allowance with the new number will be split in half, even if you haven't touched the SIM in the previous two weeks.

To make things worse, I cannot find where in the T&C this is explained, and when I transferred my number I was not advised of the policy by the T-Mobile representative.

One to watch -- I won't be making that mistake again.

Don't know where that one came from i am with T-Mobile and transferred number across (PAC) and still got the same allowance i signed up for

i twice transferred a number across (PAC) to them on contract

May be you need to ring them and find out what's going on if that's happened to you.

jase1

I did ring them -- they said the bill was correct -- they finally (and grudgingly) gave me back what I was owed as a credit, and a "good-will gesture", after asking me if the PAC person had advised me that this was procedure. He hadn't.

sdduk

jase1 wrote: »

I did ring them -- they said the bill was correct -- they finally (and grudgingly) gave me back what I was owed as a credit, and a "good-will gesture", after asking me if the PAC person had advised me that this was procedure. He hadn't.

Sounds really fishy to me and not legal i have never heard that one before

Using PAC codes is how the mobile operators get you to sign up to there network's by promising that you won't loose your existing number
If what happened to you happened to most people they wouldn't bovver with that network me included.

jase1

sdduk wrote: »

Sounds really fishy to me and not legal i have never heard that one before

Using PAC codes is how the mobile operators get you to sign up to there network's by promising that you won't loose your existing number
If what happened to you happened to most people they wouldn't bovver with that network me included.

Indeed -- which is why I decided to post this here. I have a good mind to post something similar on EE's forums; either this was a !!!!-up and I have been treated shabbily (in which case T-Mobile's CS isn't what it should be and people should be wary), or this is genuinely standard procedure in which case people need to be wary.

Either way it's not exactly a great start to this contract!

sdduk

jase1 wrote: »

Indeed -- which is why I decided to post this here. I have a good mind to post something similar on EE's forums; either this was a !!!!-up and I have been treated shabbily (in which case T-Mobile's CS isn't what it should be and people should be wary), or this is genuinely standard procedure in which case people need to be wary.

Either way it's not exactly a great start to this contract!

Yes i agree with you

You could put something on EE's website and see what comes back of the people on there and see if it has happened to anyone else.

boatman

I know if you start a contract mid month/mid billing period they will give you half your allowance, so i guess they are applying the same logic, which as you say is not fair as you have paid for your monthly allowance already regardless to whether on our original or PAC transfered number..
Can't say i'm the least bit surprised.... yet more tricks of the trade from the low life that is EE...

jase1

EE's customer forum either isn't manned by EE staff, or the quality of customer service extends there too.

It seems that I may have to contact them via old fashioned snail mail to get the T&C clarified. Unbelievable, given they're supposed to be a communications company.

The promised credit to my account does not seem to have materialised either. I'll be taking this to Watchdog at this rate.

afzaal1988

somebody had similar issue few months ago. You can also see my reply (post 35)
http://forums.moneysavingexpert.com/showpost.php?p=65719428&postcount=35

jase1

Thanks.

It seems this is in the T&C. I will be putting in a complaint as I feel it's an unreasonable piece of small print, and really not acceptable.

I still haven't received my credit, and there will be hell on if I'm not refunded.

afzaal1988

Do you know where it says that in terms and conditions?
Seems really stupid thing to do. I dont know any other network who does that