Talkmobile PAYG closing down

cromarty

Nicholas-bloody-Parsons wrote: »

SNAP!

Just been asking Vodaphone customer helpline to point out where in the terms and conditions it says that I need to do anything extra, like transfer number or anything else.... to get the pre-loaded £10 credit.

After insisting to be put through to a senior manager, they eventually agreed to give me the credit. "The £10 credit will appear in 2 hours" I was told..... Needless to say 2 Hours has passed and no credit has arrived.

Now contemplating whether to call again or cut my losses and move to 3 network despite poorer coverage.

!!!!!!.

Activated the free SIM this morning. Not quite 2 hours yet but given others' experience doubt I will get the free bundle - still shows as no texts, no minutes, no data.

Typical of Vodafone to create an offer but not actually put the systems in place to make it work. I can't be bothered to phone and argue with them, sounds like a stressful experience just to get what's a fairly poor offer anyway.

icdavis

I have a remaining credit of £11.67. I called Talkmobile today. I asked for a refund but was told that was not possible. I also pointed out how unfair it is that refunds were issued secretly to some people who asked for them and that to make this worse a secret deadline for them was set. I am taking this to Resolver and the ombudsman.

As a point of law these credits should be refunded or allowed to continue to work until exhausted. The regulator should not be allowing this. I have paid money for a service, it is still my money and I should get it back if the service ends.

Vodafone must be pocketing a nice lot of cash from not making refunds - which is free money for them. Vodafone - which owns Talkmobile should be ashamed of itself.

cromarty

icdavis wrote: »

I have a remaining credit of £11.67. I called Talkmobile today. I asked for a refund but was told that was not possible. I also pointed out how unfair it is that refunds were issued secretly to some people who asked for them and that to make this worse a secret deadline for them was set. I am taking this to Resolver and the ombudsman.

As a point of law these credits should be refunded or allowed to continue to work until exhausted. The regulator should not be allowing this. I have paid money for a service, it is still my money and I should get it back if the service ends.

Vodafone must be pocketing a nice lot of cash from not making refunds - which is free money for them. Vodafone - which owns Talkmobile should be ashamed of itself.

Doubt they care - very arrogant company. Pretty much all the big companies are the same though, their main aim seems to be ripping off customers, especially contract ones.

I only use PAYG as I won't let any of those jokers direct debit my bank account or potentially wreck my credit rating if refuse to pay incorrect charges - which has happened to me before, not Vodafone in that case. Shame Talkmobile is going as that was the best PAYG for me.

Mister_G

Totally agree.

If enough of us complain via the Ombudsman, then perhaps they will be forced to do the refunds.

icdavis

I have started to complain via Resolver and Talkmobile are refusing to issue me a refund and explained that all ombudsman complaints will be dropped. They are seemingly hiding behind a compliant and weak regular who seems to think it is fine for Talkmobile/Vodafone to keep our money. I wonder what Vodafone is going to do with all the money they are keeping which they should be refunding? We should all take this to the ombudsman and to our MPs. The law should not allow this, refunds should be automatic. Companies should not be allowed to retain and use others peoples' money in this way.

icdavis

To be specific, Talkmobile told me that, "The Ombudsman confirmed that every complaint that has been raised with them on this matter has been rejected."

Mister_G

icdavis wrote: »

To be specific, Talkmobile told me that, "The Ombudsman confirmed that every complaint that has been raised with them on this matter has been rejected."

On what grounds, I wonder?

Do you have this statement in writing?

icdavis

The words I added to the post were sent to me by Talkmobile in an email this afternoon.

I assume the ombudsman is apparently rejecting the complaints because the regulator has I think said the notice period was more than sufficient to use the credits. However, I think this should be seen the other way around. I don't think anyone has a right to tell me how fast I should spend my own money/credits and I think the onus should be on Talkmobile to explain why it is keeping other peoples' money.

The regulator seems to be on the side of Talkmobile against the interests of the customers.

icdavis

This is what they said in their email earlier today:

"Thank you for your reply.

Yes it is correct that some of our PAYG customers with their remaining credit, however, the process changed and it is no longer possible refunding the unused credit.

We have clarified our position with the regulators, Ofcom and the Ombudsman and we have complied with all of their guidelines and regulations.

The Ombudsman confirmed that every complaint that has been raised with them on this matter have been rejected.

We are confirming that our position regarding this matter is and will remain the same.

We will not refund any remaining credit on any PAYG account."

Talkmobile

Mister_G

Thanks for clarifying this.

I intend to go through the process, get a formal refusal from Talkmobile and then refer it to the Ombudsman.

Once I have their judgement, I then intend to take it further via my MP.

It may only be £10, but it's the principle that's at stake here.