PAYG Refunds

Hallux

I am interested to know if there is law concerning PAYG refunds.  Asda has significantly hiked their rates so I asked for a refund of credit and they say I can only be given a gift voucher despite the fact that my credit was paid in less than a year ago.

Am I not entitled to a cash refund to my card or bank account instead of a gift voucher?

victor2

Hallux said:

I am interested to know if there is law concerning PAYG refunds.  Asda has significantly hiked their rates so I asked for a refund of credit and they say I can only be given a gift voucher despite the fact that my credit was paid in less than a year ago.

Am I not entitled to a cash refund to my card or bank account instead of a gift voucher?

I don't believe there is a law concerning refunds. You are not entitled to anything, it is a "goodwill" gesture that they are saying you might be eligible for some sort of refund.

From their T&Cs:

Your SIM Only Pack will be supplied to you pre-connected to the network of our partner Vodafone (the "Network") and will be activated the first time you use your SIM card for a chargeable event for provision of the Services and such use will be charged in accordance with the Price Plan.

So you load credit into your account and will be services used will be deducted from at at the prevailing rate. No mention of refunds

The T&Cs also say:

Please note that all top-ups are non-refundable, and that any unused credits will not be repaid to you if you decide to stop using the Services.

I doubt if there is anything illegal in those statements.

Hallux

Thanks for your comments.  It is an interesting scenario with PAYG mobiles because unlike tangible goods there is a lot of variability.  

You pay your credit in good faith and then find out they have made an outrageous hike (percentage wise) and so naturally wish to terminate based on their change to the conditions or rate and not your own.  Yes, I know they state (can they state what they like?) they can reserve the right to change and it is obviously allowed ... along with your right to withdraw ... and forfeit.

Unlike many other services and goods though you are paying but not getting what you pay for until later and they could even hike the price so high that you find you have effectively paid up front any arbitrary amount (and possibly a lot) ... for virtually nothing, as well as inconvenience!

They seem to have carte blanche to just move the goalposts off the pitch altogether and not tied to inflation or anything else.

Some mobile phones have set up and got a lot of money out of people up front (e.g. Ovivo) and later left them frustrated and cheated.  Consumers paying up front need fair rights in every scenario.

Rodders53

Bite their hand off and take the voucher to spend in Asda ... 

No refund is in the Contract you read an agreed to (or didn't read) as applicable; so the voucher gesture is in your favour. 

Others have donated their credit to Charity via text giving when faced with similar hikes from 3 and others.

Neil_Jones

Hallux said:

I am interested to know if there is law concerning PAYG refunds.  Asda has significantly hiked their rates so I asked for a refund of credit and they say I can only be given a gift voucher despite the fact that my credit was paid in less than a year ago.

Am I not entitled to a cash refund to my card or bank account instead of a gift voucher?

No.  Simple as.

Consider yourself lucky you were offered anything at all.

With PAYG all you're doing is paying in advance for use of the service at the rates prevalent at the time, which are deducted from said credit.  If the rates increase (or decrease) between those two events then, well that sucks basically but that's the way it is.

If you move provider any remaining credit goes bye-bye.

Acer321

Hallux said:

...I asked for a refund of credit...

Just thought I would mention that you have until the 26th of October to apply for a refund, so don't leave it too late.

My Asda gift card took 22 days to arrive, so you will need to be patient.