T-Mobile/EE taken money for 5 years!

sonypc100

eDicky wrote: »

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.

Thanks, going to draft the letter tomorrow and will include the above.

oldagetraveller

"If you want to switch providers, you'll have to give your PAC to your new provider. Once you've switched, your service with EE will be terminated and we'll stop billing you from that date. Your final bill will then contain any outstanding charges to pay."


From EE's website. Couldn't be much clearer than that.
However, was that the situation 5 years ago? Was it necessary, then, to inform T Mobile(EE) of the termination? i.e. when did using a PAC automatically terminate the "losing" provider start?

simax

oldagetraveller wrote: »

"If you want to switch providers, you'll have to give your PAC to your new provider. Once you've switched, your service with EE will be terminated and we'll stop billing you from that date. Your final bill will then contain any outstanding charges to pay."


From EE's website. Couldn't be much clearer than that.
However, was that the situation 5 years ago? Was it necessary, then, to inform T Mobile(EE) of the termination? i.e. when did using a PAC automatically terminate the "losing" provider start?

It’s always done it.

If the CTN in dispute matches the number that was ported out, than the Ombudsman will uphold the complaint. If it is regarding a different CTN then the customer will lose their case.

sonypc100

Just to update this thread...

EE have apologised and offered to refund all monies paid since Nov 2011 and offered £50 as a good will gesture.

We have been asked to decide if we are happy with this and let the ombudsman know either way.

molerat

I would say you want full refund plus statutory interest at 8% plus £50 goodwill.

simax

I’d say don’t push it. As a former employee that’s as good as you’ll get. If it has gone to the ombudsman that’s the final judgement.

However from experience if it’s not yet gone to them and you send to the ombudsman you normally only get £50 back.

I’d take the offer.

sonypc100

simax wrote: »

I’d say don’t push it. As a former employee that’s as good as you’ll get. If it has gone to the ombudsman that’s the final judgement.

However from experience if it’s not yet gone to them and you send to the ombudsman you normally only get £50 back.

I’d take the offer.

Yes it’s gone to the ombudsman as until it went there EE were just being very unhelpful and saying the number was still with them, as soon as the ombudsman got involved they suddenly changed their mind!

We are now at the stage where the ombudsman is inviting us to either accept or escalate.

simax

Fair enough. I’d accept to be honest.

[Deleted User]

simax wrote: »

Fair enough. I’d accept to be honest.

Yep, take it and move on. They might add a bit more to the pot but is it worth the hassle?

Bikertov

It will probably cost EE more if you go further with the ombudsman, so IMHO there is no harm in pushing for a bit more.

But either way, good on you for not caving in, and seeing it through.