Family Mobile - Withdrawing service and will cease to operate from 31st August 2015

redux

Are the refunds going to come from Coms or Timico?

When I spoke to Timico they had no account information at all, only a list of email addresses

Steve_xx

redux wrote: »

Are the refunds going to come from Coms or Timico?

When I spoke to Timico they had no account information at all, only a list of email addresses

I think it will come from Timico and effectively they now own the company and the problem. I think that a number of staff have transferred from Coms to Timico and that it is these people who are administering the accounts.

Exemplar

Steve_xx wrote: »

I think it will come from Timico and effectively they now own the company and the problem. I think that a number of staff have transferred from Coms to Timico and that it is these people who are administering the accounts.

Correct on all counts. Timico have taken on temp staff to deal with all of the calls (logging users etc..).

1D1F

I wonder if porting your number, which usually means terminating your service, would prevent you getting a refund post Aug 31?

I'd like both! I like my number and I like the near eight squid in my account. :beer:

On past experience, it would take till about the year 2525 for me to use it up.

Come to think of it, I'm probably responsible for their demise

The PAC code is valid 30 days, and their June 30 e-mail seems to suggest we need to request it by the end of July. Nothing of that in their FAQ.

Steve_xx

1D1F wrote: »

I wonder if porting your number, which usually means terminating your service, would prevent you getting a refund post Aug 31?

I'd like both! I like my number and I like the near eight squid in my account. :beer:

On past experience, it would take till about the year 2525 for me to use it up.

Come to think of it, I'm probably responsible for their demise

The PAC code is valid 30 days, and their June 30 e-mail seems to suggest we need to request it by the end of July. Nothing of that in their FAQ.

Porting now will not affect your elegibility for a refund. However, details of how to get the refund have not been published as yet, but I was given an assurance that they will be.

jennifernil

Do we need to take any action to register our details to get the refunds?
We have 2 SIMs with about £10 in total on them.

ButtersUK

Only just spotted the U turn as referred to here on MSE (thanks for that).

I have £27.77 in credit on two SIMs so will watch with interest.

My two PACs have both worked OK albeit just an extra day needed for them to happen.

I did initially wonder if, having transferred the numbers, that might prejudice the refund but not so.

Just called them. Fella answered immediately. He was a temporary assistant. As mentioned above Timico have taken on extra staff to cope with the enquiries and PAC requests etc.

He wasn't aware that refunds had initially been ruled out and just confirmed that refunds will be available AFTER 31st August. He said a statement will be posted on the website on or after that date advising how to retrieve funds.

Shame about the closure...I was with them from the start and found it most satisfactory.

Have gone to Asda Mobile. Same rates and equally good customer service so far...they have been answering the phone straight away when I've called (and I have called half a dozen times regarding PAC and refunds etc). Helpful staff and they're in Sunderland - which helps a lot. They say they are intending to expand the service and allow internet account operation/top ups etc. Hope it doesn't get too big and finish up like the other big boys.

Steve_xx

Stan.In.Devon wrote: »

Have gone to Asda Mobile. Same rates and equally good customer service so far...they have been answering the phone straight away when I've called (and I have called half a dozen times regarding PAC and refunds etc). Helpful staff and they're in Sunderland - which helps a lot. They say they are intending to expand the service and allow internet account operation/top ups etc. Hope it doesn't get too big and finish up like the other big boys.

Why did you not consider 3? Their rates are 3ppm for calls (Asda is 8ppm)and 2p per text and 1p per mb of data? Plus, each time you credit your account you get a free 150mb of dat, not huge but neverthelss free.

redux

Another email this morning, purportedly from their marketing department.

It's a reminder of ceasing service, potential need for PAC, or alternative service they can offer, etc.

I replied to say it contains no information about refund of credit, or explanation why a solvent company might think itself entitled to keep customers' money on cease of service.

edit: I seem to be wrong about that. The email contains a link to some FAQs on the Family Mobile site, and refund of credit is one of the subjects in that PDF - as said earlier in this thread, after 31 August they will publish details of how to claim

Exemplar

redux wrote: »

Another email this morning, purportedly from their marketing department.

It's a reminder of ceasing service, potential need for PAC, or alternative service they can offer, etc.

I replied to say it contains no information about refund of credit, or explanation why a solvent company might think itself entitled to keep customers' money on cease of service.

edit: I seem to be wrong about that. The email contains a link to some FAQs on the Family Mobile site, and refund of credit is one of the subjects in that PDF - as said earlier in this thread, after 31 August they will publish details of how to claim

An example of think before you post?