T-Mobile/EE taken money for 5 years!

J_B

I guess you haven't seen the bill yet? But what phone number are they billing her for?

sonypc100

J_B wrote: »

I guess you haven't seen the bill yet? But what phone number are they billing her for?

I went into an EE store and gave them the number and asked them to see what was going on.

Yes, they are billing her for the number that has been on Tesco for the last 5 years.

Before they looked it up they said the scenario was impossible (2 networks billing for 1 number) but once they opened the account up on screen they couldn't believe it, so much so that they called the Manager and rest of the staff over as they had "never seen anything like this before, its showing some weird non existent tariff, with a non existent Nokia product code, its just weird"

mobilejunkie

Bear in mind that you only have six years to make a court claim. Given how useless the Ombudsman is (and sometimes biased) I'd go for a LBA followed by the small claims court if they don't comply - provided you have a watertight case with written proof (which it sounds like you do, or will have).

molerat

sonypc100 wrote: »

That’s exactly why I was shocked at their response.

Quite normal in my experience with Orange / EE. Once you get into anything confrontational they will rarely back down even if they are clearly in the wrong.

simax

I reckon there was more than one number on the EE account and that kept running whilst the other number went to Tesco. Might be a mobile internet dongle...

sonypc100

simax wrote: »

I reckon there was more than one number on the EE account and that kept running whilst the other number went to Tesco. Might be a mobile internet dongle...

I don't believe there was but good point and I'll make sure there wasn't any other service provided.

[Deleted User]

sonypc100 wrote: »

Colin,

I will get the letter on Tuesday when I drive to her house and read it for myself but the jist of it is they are not willing to offer a refund and their only suggestion for remedy is via The Ombudsman Service.

And what exactly did the letter say then?

Edit: just realised I'm a day or two early

sonypc100

Colin_Maybe wrote: »

And what exactly did the letter say then?

Edit: just realised I'm a day or two early

Tomorrow lol!

And I’ll summarise it here.

sonypc100

Ok so the letter basically states that deadlock is reached and contact the ombudsman.

They say there is no evidence a request to close the account was made in 2014 and because of that they are not refunding any money.

This is despite the fact that the mobile number has been live and active and in use on Tesco mobile since 2014 and it was me who requested the PAC and set her up on Tesco all those years ago.

She has been paying Tesco mobile since 2014 for the number in dispute.

I guess we go the ombudsman service next and see what happens.

eDicky

With the deadlock let you are now free to apply to the ombudsman. The basis of your case would be that there was absolutely no need, on its own, for a request to close the account, the evidence for which EE say is missing, because you obtained the PAC from them and used it, automatically terminating service.