Help please:respond to debt collector?roaming bill dispute with ombudsman-talkmobile

OnTheGo_2

Hello. Have searched and tried stickies, so hoping for some guidance whilst keeping it short. I have roaming dispute with Talkmobile after travel in Turkey with android roaming off. Complaint/dispute going since August. After a number of failings by agents, I have a complaint with Ombudsman (ref no obtained) after waiting 2mths for prI'm ised deadlock letter, which I still haven't seen. Now have. 3rd debt collector notice (BCW group) stating doorstep visits will commence. This is 3rd letter and have previously called TM each time , informed that each 30 days it triggers the account to the debt collector for action. Have not responded direct to debt collector but do not want door stop. Any recommended action to debt collector? Will tomorrow be adding copy of debt collector notice and call with TM agent to ombudsman file, which just further highlights terrible cust service, lack of std training and follow process and ability to follow up and escalate. As a side note my favourite last night: my manager can't take escalations at this time of night and I have to go now or I will miss my bus someone will call tomorrow! Any help would be great!

DCFC79

No idea what android roaming is but you mean something else dont you, can't think what you mean.

d123

OnTheGo wrote: »

Hello. Have searched and tried stickies, so hoping for some guidance whilst keeping it short. I have roaming dispute with Talkmobile after travel in Turkey with android roaming off. Complaint/dispute going since August. After a number of failings by agents, I have a complaint with Ombudsman (ref no obtained) after waiting 2mths for prI'm ised deadlock letter, which I still haven't seen. Now have. 3rd debt collector notice (BCW group) stating doorstep visits will commence. This is 3rd letter and have previously called TM each time , informed that each 30 days it triggers the account to the debt collector for action. Have not responded direct to debt collector but do not want door stop. Any recommended action to debt collector? Will tomorrow be adding copy of debt collector notice and call with TM agent to ombudsman file, which just further highlights terrible cust service, lack of std training and follow process and ability to follow up and escalate. As a side note my favourite last night: my manager can't take escalations at this time of night and I have to go now or I will miss my bus someone will call tomorrow! Any help would be great!

You could start by using paragraphs and not skipping words. A little more detail as to what you are actually disputing would help, actually a little more detail in general would be good.

Write it as you would a letter, rather than a text.

grumbler

How to deal with debt collectors, ask on Debt-Free Wannabe board.

Everything else in your post doesn't make much sense, and I don't see any facts for hoping that the ombudsman upholds your complaint.

OnTheGo_2

Sorry, typing on phone was messy. Roaming was off on my phone, it is droid htc not iphone, have had sep issues with phones still roaming. Roaming charges highly inconsistent, reg bill around 25/mth, including when abroad. This trip bill around 260. Messages sent from TM, 50% and 100% usage therefore 42 pound cap applied and data cut off. Stated to TM that both their website and Ofcom both state caps around £42 , 260 is nowhere near that. Unexplained 9 bill items of £20 ea in a row about £180+ at same timecap was applied, still no explanation. Requested deadlock letter 3 times by mail and phone, to no avail. Had every excuse why I am liable 'your sim is using the data''. Have offered resolution every call and email never acknowledged. Hence ombudsman, despite account suspended, following call to TM re debt collector notice, now have this door stop collection notification, despite still in dispute with TM and with Ombudsman. Not sure how/if to respond to BCW. call to TM yesterday, re notifying BCW to not continue and TM to withdraw account from BCW was told manager couldn't take escalation due to time of night and agent had to get bus.

OnTheGo_2

Thanks grumbler will look at that board. Have added more information, sorry for text style, phone is freezing the screen every few words. If more information is needed let me know. Further to last post in addition to roaming issues, it has continued with trying to cancel the rolling contract, to be mis informed by agent that requesting PAC has cancelled the account, not so I found out, so despit having phone barred, billing monthly continued. Requested 2nd PAC and hav transferred number. Agent yesterday continued to explain these and cancellation issue, not so much my concern. The fact I was declined a deadlock letter initially as a resolution could be found, to then be told when followed up ammd hadnt heard anythng again that my sim was using data I am liable. I asked for deadlock letter agin, to be told it has to be by email. So emailed for third time. Been waiting for deadlock letter from 'CEOs office' for over 2mths, should be up to 28days, confirmed by email from TM. Further my email and call communication has not been linked so different and inconsistent information provided and mostly I have had to follow up, case in point no follow Up call today as promised by TM agent last night re latest BCW notice.

Guys_Dad

Turkey is outside EU roaming cap and the large amounts may well be data.

gjchester

Trying to add in some clarity here..

OnTheGo wrote: »

Roaming charges highly inconsistent, reg bill around 25/mth, including when abroad. This trip bill around 260. Messages sent from TM, 50% and 100% usage therefore 42 pound cap applied and data cut off. Stated to TM that both their website and Ofcom both state caps around £42 , 260 is nowhere near that.

As Guys dad has said Turkey is not in the EU so roaming caps are not enforced, in addition do you have any roaming data bundle o your contract. If you do then these also override any caps in place, and you were warned of the excessive use.


Overseas billing is not in real time and can take days or weeks to hit your account, you cannot directly compare prior trips as billing cycles may not align.


Its entirely possible for something to be requesting data in the background, say Facebook or Email.

OnTheGo wrote: »

Have offered resolution every call and email never acknowledged. Hence ombudsman, despite account suspended, following call to TM re debt collector notice, now have this door stop collection notification, despite still in dispute with TM and with Ombudsman.

Ofcom do not generally get involved with individual cases, you need to use CISAS http://www.cisas.org.uk/ However if you have not been though all T-Mobiles dispute process CISAS will re-direct you back to TM. You can't simply ask for a deadlock letter without going though the process. If they could offer a resolution then it should have been explored


You don't say what part of the dispute process you have been through, it may be you've done this, I can't tell. You said you offered a resolution, I guess that was an offer of part payment of the bill. Did you pay anything, that may be a key, not paying at all will put you down as the part at fault.

OnTheGo wrote: »

Not sure how/if to respond to BCW. call to TM yesterday, re notifying BCW to not continue and TM to withdraw account from BCW was told manager couldn't take escalation due to time of night and agent had to get bus.

TM have sold the debt on, they may no longer wish to talk to you. You may need to talk to BCW to tell them the amount is in dispute and they may refer it back to TM, Better following Grumblers advice as debt collectors I know little about.


Requesting a PAC NEVER cancels a contract, only using it, Every time I've moved I had that stated on the text or letter the PAC came on. How did you get the PAC Code and did you read the letter / text in full?


Given you've now moved, then you may also attract an early termination fee..

grumbler

Guys_Dad wrote: »

Turkey is outside EU roaming cap ...

gjchester wrote: »

...As Guys dad has said Turkey is not in the EU so roaming caps are not enforced, ...

>> Ofcom: worldwide data roaming cap?!

...in addition do you have any roaming data bundle o your contract. If you do then these also override any caps in place, and you were warned of the excessive use.

This is correct.

chanz4

op I would pay the bill, as likely you will have if not already a bad credit history

gjchester

grumbler wrote: »

>> Ofcom: worldwide data roaming cap?!

This is correct.

I know it was proposed as a EU regulation but not sure it got adopted into UK law yet.


http://consumers.ofcom.org.uk/phone/mobile-phones/mobiles-abroad/check-your-phone-before-you-roam/


Suggests its not yet in force for Non EU countries.