T-Mobile / EE Help

River_lady

I'll try and keep it brief. I had 3 numbers on contract with t-mobile. 2 of these were out of contract, one still had 3 months to run (but a broken iPhone meant paying to get out of the contract was going to be the easiest option). I gave notice on these 10th October requesting pac codes for 2 of these numbers and agreed to pay an early termination charge of £118.75. I then made a payment on 14th October of £128.04 being a month in advance on all 3 numbers. Late October I requested the last pac code number. On 16th November I received a final bill for £180.33 which had a carried forward amount of £195.25. It had a rebate of one months charge on one of the numbers less a notice period charge of £23.24. It said this would be taken by DD on 19th November so I cancelled my DD and filled in their on-line complaint form. I received an acknowledgement saying it would be dealt with within 72hrs. On 2nd December I received a letter from EE saying if bill wasn't paid in full they would refer to legal people. I phoned and spoke to a lady who said she fully understood my concern and would arrange for a duplicate bill to be sent to me. Sometime between Christmas and New Year (I was away 20th-31st December) a bill was received which was a further copy of the bill for £180.33. Today I have received a letter from a debt collection company.
I have never had a response from T-Mobile in relation to my online query despite saying I would within 72hrs.
It is hopeless ringing their call centre as the employees are all Indian and clearly do not understand what I am trying to say.
I believe I probably do owe T-Mobile a small amount of money being the £118.75 less a part month on all 3 numbers, but I am loathed to pay the full amount being requested as I know I will never get it back.
T-Mobile are holding me to ransom by targeting my credit file (I've never had a black mark against me) and now instructing a debt collection company.

Any advice gratefully received.

Collabora

Try EEs exec office on 0800 079 0232 Office opening hours are between 08:00 and 20:00, Monday to Friday or 08:00 and 18:00 on Saturday

Silk

The problem is that asking for PAC 's will have overridden the cancellations so the notice will have started from the date you used them

grumbler

Silk wrote: »

... the notice will have started from the date you used them

Sorry, but this is nonsense. Notice starts when the PAC is requested, not used.

I think it's the same ongoing issue with T-mobile: BEWARE T-Mobile early termination fee when useing pac code...

All robbed customers who have guts and stick to their guns eventually get their money back.

Silk

grumbler wrote: »

Sorry, but this is nonsense. Notice starts when the PAC is requested, not used.
.

We are talking 2 different processes a request for a PAC is not a request to cancel it's a request to port a phone number.
When you ask to port it overrides previous notices and the contract has to remain until it's used.
You can ask for a PAC and then cancel later if you wish and that would override the PAC request

grumbler

You are wrong.
Porting always terminates the contract, so "request to port" isn't different from "request to cancel".

In practice, requesting and getting a PAC acts like a notice. The only difference is that if you don't use the PAC the contract goes on.

"In practice" - because if you check the T&C they say about the notice, but say nothing about a PAC and that it 'overrides' the cancellation.

Giving a notice after getting a PAC can't override it. It just makes no sense to give a notice after the PAC was issued.

Silk

grumbler wrote: »

You are wrong.
Porting always terminates the contract, so "request to port" isn't different from "request to cancel".

That's only true if and when you use the code...failure to use the code results in the contract remaining open until you either use another code or give notice again

grumbler wrote: »

Giving a notice after getting a PAC can't override it. It just makes no sense to give a notice after the PAC was issued

Sorry just noticed this ....the networks have to work to the ;attest instructions you give ...so if you make it clear you've changed your mind you could give 30 days notice and cancel the PAC

River_lady

I gave notice on all 3, requested pac codes for 2 of the numbers and these pac codes were used within a couple days. The 3rd pac code was requested and used about 3 weeks later.

Silk

River_lady wrote: »

I gave notice on all 3, requested pac codes for 2 of the numbers and these pac codes were used within a couple days. The 3rd pac code was requested and used about 3 weeks later.

You need to work out the bills from 30 days after using the PAC's and see what that amounts to as what they have asked for

River_lady

So does the fact I gave notice to cancel all 3 numbers on the 10th not count? That would add another month to the last number used. Sort of defeats the point of giving notice to leave if they can extend it until the number is ported...

Silk

River_lady wrote: »

So does the fact I gave notice to cancel all 3 numbers on the 10th not count? That would add another month to the last number used. Sort of defeats the point of giving notice to leave if they can extend it until the number is ported...

Nope when you use a PAC they require 30 days from when it terminated the account