Leaving T-mobile. Can't talk to someone

sebtomato

Hi,

I called yesterday 150, was on hold for 50 minutes without being able to talk to someone.

Called again this morning, on hold for 45 minutes without talking to a human being.

Tried to log on my account, no details are recognised. Can't retrieve login or password (details not recognised). However, when I try to register, page says that there is already an account holder (so it seems that I am known)...

Tried to post a message on their community site, but can't even register (part of the registration form is blocked by their top banner)...

I haven't received a bill or email for several months, but still paying my monthly bill.

I really need to leave those cowboys, and give them notice before my contract finishes end of Oct (need 30 day notice)...but it seems that it's not possible to talk to them, at least to get a PAC code.

Thanks,
Seb

mobilejunkie

Obviously trying to force people to pay 50p to actually get through to them.

1) send a letter (recorded delivery) to their registered address, giving notice to terminate the contract.

2) send an email complaint to [EMAIL="complaints@everythingeverywhere.co.uk"]complaints@everythingeverywhere.co.uk[/EMAIL] demanding confirmation that the contract will end on the day as given in the notice (attach a copy of it), plus a written apology for not being able to contact them in any was and compensation for the time you have wasted trying (and the fact you can't view your bills).

3) when 8 weeks have passed and they have completely ignored the complaint, go straight to CISAS. Send copies of the letter and email, demand all of the above and (IF they have failed to terminate the contract given your proper 30 days' notice) reimbursement for any money taken from you after that date.

4) Should they ignore the notice and continue the contract despite all your efforts, do NOT cancel the direct debit. CISAS will ensure the money is returned (with interest and compensation - EE won't even dispute it at that stage).

sebtomato

Thanks.

I wouldn't mind paying 50p to get rid of them properly, and save further hours of writing letters and escalations. However, that's not even provided as an option when I call...

sebtomato

Spent another 45 minutes on hold this afternoon. Can anybody actually get in touch with them? Could I get a PAC code from a EE store?

bambinaUK

I am in exactly the same situation, currently still on hold after 50 minutes. I am not putting the phone down until the battery runs out!!

codemonkey

Still on hold to them myself through Orange. I want my PAC as I can get what I want cheaper elsewhere. Asked on the live chat for my PAC but they wouldn't give it to me and said I need to speak to disconnections.

They're playing One Direction!!

codemonkey

Got someone and they put me on hold again.

gycraig_2

eventually you will be put through, they are struggling to cope with the iphone launch which is a LOT bigger than people expected due to a major retailer going out of business a few days before launch

bambinaUK

Well after 1hr 12mins my call was cut off!!

Drafting a letter in triplicate and sending it off tomorrow.

[FONT=&quot]Complaint Investigations
T-Mobile
6 Camberwell Way
Sunderland
Tyne and Wear
SR3 3XN[/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot]Customer Services
T-Mobile
6 Camberwell Way
Doxford Technology Park
Sunderland
SR3 3XN[/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot]EE
1 Trident Place
Hatfield Business Park
Hatfield
Hertfordshire
AL10 9BW[/FONT]

codemonkey

Finally got it sorted. Off to find a good deal.

Wayne3765

bambinaUK wrote: »

I am in exactly the same situation, currently still on hold after 50 minutes. I am not putting the phone down until the battery runs out!!

I did the same Thursday , called them at 8:30 PM and finally got through just before 10 PM.

I called them on 0800 9565000 on the landline and just left it on loudspeaker beside me until they answered.