Beware CPW/O2 Account closure with PAC request

timetogo

I haven't come across this issue before so thought that I would warn everyone.
I telephoned CPW in June to give notice of my wish to close my account with them. I backed this up with a letter. Friendly guy asks would I like to keep number and to request pac code when I write letter and that they would text code within 48 hours.
With request made decided not to bother with keeping number and to use new sim card/number.
2 months later still getting bill for my old account, so queried problem. Not so-friendly guy informs me that as I hadn't used the PAC code, that they had text to my old number, my account remained active and that I have to pay for 2 months non usage line rental!! No mention in my T&C's of this little clause!
Having tried emailing CPW multiple times with little response I have now taken my complaint to Otelo the ombudsman to try and resolve this as today have received a letter from debt collection agency.
Whether I get anywhere with my complaint remains to be seen, but in the meantime be careful when requesting a pac if you then decide not to use it.

Anyone else out there ever come across this b4.

Sid_Harper

Requesting a PAC is not the same as cancelling your line.

However, if you use your PAC then it should kill your old line when the transfer occurs.

If you don't use it, then the line remains active - obviously chargeable as before.

When I did this with T-mobile a while back, I asked what would happen if I didn't use the PAC and they confirmed this to be the case.

timetogo

I guess my dilemma is what happens if you request to be disconnected and then also ask for a pac .
It appears to be whatever suits the supplier!:huh:

It is a shame that this wasn't made clear in the contract or even by the Customer Service team at CPW when the request to be disconnected was initially made.

Mobile_Mole

timetogo wrote: »

I guess my dilemma is what happens if you request to be disconnected and then also ask for a pac.

Issuing of a PAC cancels any previous disconnection request.

Sid_Harper

timetogo wrote: »

I guess my dilemma is what happens if you request to be disconnected and then also ask for a pac .
It appears to be whatever suits the supplier!:huh:

It is a shame that this wasn't made clear in the contract or even by the Customer Service team at CPW when the request to be disconnected was initially made.

To be fair to them (and I detest CPW's practices generally) if you ask for a PAC I think it's reasonable for them to expect you to be wanting to use it with another network...

rainbowtrout

This is what always happens! It makes sense for them to ignore any cancellation requests if you also ask for a PAC, just in case the cancellation goes through before you transfer your number--you'd end up losing your number otherwise.

timetogo

It has taken its time but I have finally had success with this argument. :T
I eventually complained to the ombudsman about CPW/O2 tactics and after awaiting the usual lengthy process I have been awarded a full refund of all charges made by CPW/O2 since my initial cancellation date along with an apology from CPW/O2:p

My argument referred to the fact that there was no clear reference to PAC usage in their T & C's and also to their poor customer service. In my favour was the fact that I had not used their sim card/service since my supposed cancellation date as I had swapped sims.

The point to this is that if the information is not in the T&C's and you feel that you have an argument then take it to the ombudsman having given notice of such to your supplier. What have you got to lose? A stamp!!

Stop these rip off merchants getting away with it.:beer:

girlspeed

HI

I am having problems with a billing error and dirty practices by CPW - could you tell me which ombudsman you used please as a member search on Otelo does not bring up CPW! !

Im ready to get this resolved ( after about 10 emails back and forth with CPW who seem inable to resolve a simple complaint or to want to admit they are wrong).

I have also cancelled my direct debit as the bill is in dispute - hopefully thats ok... the contract was up last month, and I wish to cancel it now because of all this the scum will not even give me a DRN even though i have writen my intent to cancel - they said i have to call the loyalty team to discuss an upgrade before they will give me a DRN!

mobilejunkie

You don't - that's the normal lies from them. On the cpw disconnections thread you will found the Southampton address. Write to them giving 30 days' notice. You DON'T NEED a disconnections code. As for complaining to anyone - it's almost certainly a lost cause. Usually the only recourse is to sue if you have a case, otherwise learn from their treatment and avoid in future. In your case, you could try to get put through to a manager and calmly explain it all to them if you succeed. Their complaints department is a complete and utter waste of space.

Believe it or not I have been attacked on another thread recently for warning people against cpw. There are a few who still deal with the company without any problems. My warnings are because the company has changed significantly over the last 18 months and is now out to stitch people up where it thinks it can get away with it. Whilst some practices are "selective" (e.g. which particular cashback claim to unjustly reject, so that many still pass through without difficulty), other practices - like the one you describe from cpw itself (who disowns E2Save as if it's not part of the same organisation and culture) - are consistently dishonest.

I would never advise you cancel the direct debit. This could leave you with a wider (credit rating) and longer-lasting problem affecting all sorts of unknown things (until they occur). Despite the just reason, keep it going, give the proper notice and get away from this company as fast as you can.

timetogo

girlspeed,

Otelo is indeed the ombudsman for complaints relating to CPW.You can download the complaint forms from the ombudsmans website.

You will also have to make a final demand/complaint to CPW before Otelo will move on the complaint. I gave 14 days notice to CPW by email. Needless to say CPW didn't respond to my final demand, in fact they didn't respond to any correspondence from Otelo until their cheque and apology arrived after the ombudsmans final decision was made. Keep copies of all correspondence to/from CPW as Otelo will request copies of such, including the final demand.

With regard to cancelling your DD. If you have already done so then I would suggest you give the required notice and move from CPW. I would also suggest paying all arrears, bills as you can add any unreasonable charges to be considered as part of the settlement request in your complaint.

Good luck with your complaint and stick with it for the long haul.

girlspeed

Hi Timetogo

good one with getting your problem resolved by otelo. I have written about 20 emails to CPW trying to get this resolved. I have then sent a formal written complaint and they still refuse to resolve it. They are in breach of about 5 terms of the contract so i have stopped direct debit ( contrACT MINIMUM TERM IS UP) until the complaint is resolved.

They have now sent me a final demand letter having not resolved my complaint threatening this to go to debt collections and to affect my credit.

I need to wait 3 months before otelo can take it on from 15th October they threaten it to go to debt collectors on 6th december.

How can they send a bill in dispute to the debt collectors? What happened to you? you said you got a letter from the debt colectors.... did this affect your credit rating?

I am happy to pay the bill once they resolve it !

Scum. I am totally ready to sue them for breach of contract --- just need to try the ombudsman first.... any advice on where to look for details on small claims court and what is required tolodge with them?