Leaving T-mobile. Can't talk to someone

Silk

sebtomato wrote: »

Regardless, they haven't sent me a PAC code.

If and when they issue you the PAC is when you will be told that if it is not used the contract will continue.

Hoseman

Im in the same boat, just trying to get through to discuss my contract which is nearing its end. Tried for an hour and 10 earlier. During this time I did some work, had a shower and washed my hair. This is my 2nd attempt and am about to give up.

What a bunch of effing useless &%4*£. I was gonna discuss my options but I might just tell them to stick it where the sun don't shine.

Catwoman1975

Hoseman wrote: »

Im in the same boat, just trying to get through to discuss my contract which is nearing its end. Tried for an hour and 10 earlier. During this time I did some work, had a shower and washed my hair. This is my 2nd attempt and am about to give up.

What a bunch of effing useless &%4*£. I was gonna discuss my options but I might just tell them to stick it where the sun don't shine.

Same here. I was willing to consider staying if they could better the mobile deal I have found, but no chance now due to the difficulty of getting through to them. 2 hours tonight and they close at 10pm! Still didnt answer the phone and I was on hold. I have work during the day and dont have time to spend hours on the phone!

simax

sebtomato wrote: »

I guess you must be working for T-mobile or EE then ;-)

So your advice is that I shouldn't follow what EE is asking me to do on their own help page? Hmm...

Either I will use my PAC code and go to another supplier, in which case my notice to t-mobile is correct and then won't bill me after November.

OR

I will have managed to talk to the retention team, they can give me a good deal. My PAC code won't be used and they will carry on billing me on whatever is agreed.

Regardless, they haven't sent me a PAC code, and I have failed to talk to anyone after many attempts and hours of being on hold. So it looks like I will be moving to another provider, and won't be liable to pay T-mobile anything after the 1st Nov., regardless on whether their internal processes are flawed or not. I will stop the direct debit once the 12th month is paid, they will go after me if they try to get further money, I will get compensation at the end...

I can guarantee you 100% that they will end-up paying compensation for that mess, and I won't pay them anything after the 1st Nov. If I lose my phone number, they will also pay compensation for that.

It might take months, but I always win at the end if I am doing the right things and if their customer service and processes are flawed. I got compensation from BT, EDF energy, BA, Inland Revenue etc, so I am not scared of T-mobile.

Have I said who I work for?

No.. So keep your assumptions to yourself if it's OK with you.

When you ask for a PAC you will get sent a letter telling you to use it or the contract will continue. I got one the other day for one of my numbers. So there is no argument.

sebtomato

Silk wrote: »

If and when they issue you the PAC is when you will be told that if it is not used the contract will continue.

They can tell me whatever they want, I have given notice in writing, and will stop payment at the end of the contract. I couldn't care less about their internal processes! They would be under no rights to extend or renew my contract without my agreement anyway.

Anyway, they should respond to complaints within 72 hours, and they are not meeting that deadline either.

J_B

sebtomato wrote: »

They would be under no rights to extend or renew my contract without my agreement anyway.

Did you have a fixed term contract?
Most (all?) contracts nowadays are rolling and have a minimum term.

Silk

sebtomato wrote: »

They can tell me whatever they want, I have given notice in writing, and will stop payment at the end of the contract. I couldn't care less about their internal processes! They would be under no rights to extend or renew my contract without my agreement anyway.

Anyway, they should respond to complaints within 72 hours, and they are not meeting that deadline either.

:rotfl::rotfl::rotfl:
It's nothing to do with internal processes, it's to do with The Communications Act and guidelines set by Ofcom.


If you request a PAC you will be told when the PAC is issued that unless the code is used the contract will carry on unless you tell them to cancel after the code has been provided.


Of course you can ignore the advice given, not use the PAC and cancel payments which will result in being hounded by debt collectors and having your credit rating being trashed for the next 6 years.

mobilejunkie

Hey Silk... you know you can lead a horse to water, BUT...

I'd give up. When someone is determined to ignore informed and correct advice they must find out the hard way.

sebtomato

T-mobile is going to find out the hard way.

I had a 12 months contract, and had to give notice 30 days before the end, which I have done. Retaining the number or not is a different matter. They can't automatically roll out the contract if I have given notice.

The PAC code being used or not is a separate issue, and I can't get one anyway. People don't seem to be able to read basic English: I DO INTENT TO USE IT IF I GET ONE.

EDF transferred an unpaid bill to a debt collector company, while it was a billing error from their side, and they were notified several times, and they paid compensation for the trouble created, and cancelled the entire bill. This is my actual experience, not something I heard from someone else.

For T-mobile, I have been on hold for more than 5 hours in total, yet to talk to the retention team.

I called this morning, listened to their stupid music for 20 minutes. Then I heard rings for about 10 seconds, and then the call was dropped/disconnected.

I posted a complaint online 5 days ago, to request a PAC. They are supposed to reply to complaints within 72 hours, but I obviously got no reply and no PAC code received either.

There is just no customer service at all with this company, but I am glad the "T-mobile staff" posting here is busy deflecting the debate to other issues.

sebtomato

Silk wrote: »

:rotfl::rotfl::rotfl:
It's nothing to do with internal processes, it's to do with The Communications Act and guidelines set by Ofcom.

Link? I can't find any of such guidelines on the Ofcom website...

http://ask.ofcom.org.uk/help/telephone/PAC

Can't see anywhere where Ofcom says that if the PAC code is unused, the contract is automatically extended. By the way, I would love T-mobile to be able to produce such contract with my signature on it: I think there is not even a contract in place.

I can't see how Ofcom could override basic commercial laws about contracts and their extension anyway.

Hopefully, you can provide links to actual Ofcom or Telecom act documents, as I would hope you don't get all your knowledge from what's posted on various groups, or from the Carphone Warehouse/EE staff academy...