Tmobile PAYG Credit Refund Problem

mikelong1994

Hi, Newbie here. Terribly sorry if this is in the wrong place.

A couple of months back, I switched my Mobile provider from Tmobile PAYG, to Virgin Pay Monthly Sim Only. I received all my bits in the post from Virgin, and proceeded to calling Tmobile to get my PAC code. During the same telephone call, I asked if the existing credit on my account, (Must have been around £30), could be refunded back into my bank. They said this was fine, and put this through for me. They let me know that the money could take up to 2 weeks to reach my account. I accepted this and went on to moving my mobile number onto my Virgin SIM.

I never received my money, and it has only just occurred to me that I hadn't. I just rang up Tmobile, and they said the payment was refused, the reason being something about "some of the existing credit had been spent". Don't honestly see how that could be possible since I stopped using my Tmobile account. I told them this and asked if they could send me my money, after leaving me on hold for around 20 minutes, they came back and said that I should not have switched my mobile number over before the money reached me, nobody told me this by the way, and that they cannot send me my money as they now cannot access my account.

I'm currently waiting for their manager to give me a call back.

Am I the one in the wrong here? I feel kinda cheated out of my money that they had promised I would get back, but at the same time feel as though I have done something wrong.

Any advice?

mikelong1994

Just called them back, decided not to wait any longer for the Manager as I wasn't really expecting them to call me.
The new phone operator has put through a Manual Refund Request, and that it should go in within 14 days. I have taken note of all relevant information and most certainly will be calling back in 2 weeks if I still have not received my money.

[Deleted User]

I am surprised that T Mobile agreed to refund PAYG credit in the first place. I was under the impression that PAYG credit was not refundable and I wonder what T Mobile T&Cs say on this matter?
My own provider (Tesco) does not refund credit on PAYG tariffs and I have always assumed that if you leave a provider with money still loaded then it would be lost.
Someone will no doubt correct me if I am wrong regarding other providers.
Anyway - good luck with your request!