Talkmobile PAYG closing down

MKUserName

Today I escalated my case to Talkmobile and received this reply:

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We are confirming that the process of refunding the remaining credit with cheques was approved recently based on the feedback we received from our customers regarding this matter as we always seek our customers satisfaction.
Therefore, the information you received from our agents were accurate at that time.
We are confirming that we have arranged for any credit remaining on your accounts at the moment to be refunded back to you by cheque sent to the registered addresses on the accounts.
Keeping your number:
We will automatically supply you with a PAC code to keep your number when transferring to Vodafone or any alternative provider. If you haven’t received the code you can call 5888 to request a PAC and our advisors will provide you with one.
Your PAC code is only valid for 30 days. If you don't use it within this time frame your number will be lost.
If you need any further Info please log in to our Website <<link removed from post>> or you can call our Customer Services on 5888 for free from any Talkmobile number or on 03333048064 from your land line, and one of our advisers will be happy to help you.

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I haven't received any other communications from Talkmobile so wouldn't have known they were refunding if I hadn't been using Resolver to complain. Won't hold my breath though - I've got a feeling it might not be "case closed" just yet. I'm switching to Three PAYG. Much cheaper anyway.

MKUserName

Inner_Zone wrote: »

Chocolate teapot springs to mind.

See my post (28 June). Talkmobile now claim to be refunding "based on the feedback we received from our customers".

MKUserName

Thought I would call 5888 to check if refund story was true, as Talkmobile website doesn't mention it. They confirmed they were refunding but said it wasn't automatic. You need to call 5888 and request a refund. Can also request a PAC at the same time.

Inner_Zone

Nothing about Resolver changes in my mind and experiance of using thier service. But and I quote you:

"We are confirming that the process of refunding the remaining credit with cheques was approved recently based on the feedback we received from our customers regarding this matter as we always seek our customers satisfaction."

So how may actions caused the turn around? Customers or Resolver, I expect the former would have been the majority in this instance .

MKUserName

Inner_Zone wrote: »

Nothing about Resolver changes in my mind and experiance of using thier service. But and I quote you:

"We are confirming that the process of refunding the remaining credit with cheques was approved recently based on the feedback we received from our customers regarding this matter as we always seek our customers satisfaction."

So how may actions caused the turn around? Customers or Resolver, I expect the former would have been the majority in this instance .

Customers and Resolver aren't mutually exclusive. The Customers that caused Talkmobile to change their policy will have used different methods to give their feedback. All I'm saying is that Resolver is the tool that this customer used to get a result. Phone calls and direct emails failed for me. It's the first time I've used Resolver and I'm sharing the info on this Forum so that other people can try it if they're not getting anywhere with other methods. Now that Talkmobile have changed their minds (although they don't seem to tell anyone until they ask) it shouldn't be necessary to use Resolver - just call 5888.

Mister_K

I'd possibly start by asking them to refer you to the clause in their terms and conditions which were in place at the time you topped up, which they think allows them to legally do this. If they cannot do so, I'd then initiate the formal complaints process which would ultimately involve the regulator.

As I took great exception to my unused credit being retained (aka stolen) by TalkMobile I followed gwapenut’s suggestion and called them to ask where in their terms and conditions it said they could do it. Unsurprisingly they could not answer but were keen to tell me that they did not do refunds and that it was possible to switch to an “attractive” alternative PAYG with Vodafone. I was still unhappy so sent an email, clearly headed “Complaint” in the subject, asking again for a refund, pointing out that their “attractive” alternative in fact has one of the most expensive call rates in the market and again asking where in their terms and conditions it says they can retain the unused PAYG credit. Two weeks later and with no reply, I took ask66’s advice and copied the original email to Nick Jeffery. In exactly the same manner a reply appeared next day including the following almost identical response:

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Please be advised that any credit remaining on the Accounts will be refunded by cheque.

We are confirming that the process of refunding the remaining credit with cheques was approved recently based on the feedback we received from our customers regarding this matter as we always seek our customers satisfaction.

Therefore, the information you received from our agents were accurate at that time.

We seek your assistance in confirming the address that is registered on the account to be able to arrange for the any remaining credit refunded back to you by a cheque sent to the address.
Also, please confirm the remaining amount you have on the account at the moment and if you would like us to arrange for your PAC code to be sent to you by email to transfer your number to any other provider.

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Unhelpfully the email came from a “do not reply” address but on calling them they have agreed to send a cheque which was “guaranteed to arrive within 48 hours”. I don’t know why they needed to confirm the amount as they were able to tell me this without asking. Sadly no £10 gesture of goodwill that ask66 was given but a satisfactory outcome. However, I doubt that I would have got anything if I had not called and it is disgraceful that payments are not being automatically made to everyone affected.

I have requested a PAC code and will be switching to TalkTalk Essential SIM which gives 200 minutes, unlimited texts and 500Mb data per month at no additional cost for broadband customers.

wittynamegoeshere

I also have a talktalk free SIM. Just be aware that it's very expensive if you go beyond the free allowance. I use mine in a dual SIM phone, so I can use the other one if I get up to the free limit.

scepticOfCheltenham

It seems I need to put a Vodafone SIM in my phone before I can get an unlock code from Vodafone.
So I have now got the free SIM, but it says there is no credit on it and no minutes, texts or data either.
Has anyone managed to get any free calls on their new Vodafone SIM?
Doea anyone know what other hoops I need to jump through before the voucher code activates (if it ever does)?

Farway

scepticOfCheltenham wrote: »

It seems I need to put a Vodafone SIM in my phone before I can get an unlock code from Vodafone.
So I have now got the free SIM, but it says there is no credit on it and no minutes, texts or data either.
Has anyone managed to get any free calls on their new Vodafone SIM?
Doea anyone know what other hoops I need to jump through before the voucher code activates (if it ever does)?

I "think" you / ww need the replacement Voda sim free from Talkmobile which comes preloade with a tenner, once Talkmobile start sending them out that is

I am not holding my breath because I have not yet even had the text from Talkmobile and only know about it from MSE forums

scepticOfCheltenham

I already got the SIM via the website in the SMS from Talkmobile. It must have accepted the code, because if I try again it says the code has already been used. But there is no credit on the phone, no calltime, texts or data, just a SIM that I can top up if I am silly enough to want to pay Vodafone's exorbitant PAYG rates. No sign of any £10 credit or bundle having been applied to the SIM.

That's why I wondered if anyone had actually received the credit. I guess not.