Mobile phone contract

newt1234

Hi, I have been with my mobile phone company for several years & in May this year I received a phone call from them telling me I was eligible to upgrade my phone and contract with no cancellation fees continuing with the same phone number .  I agreed to a new 2 year contract, upgrading my phone with them in place of my previous contract. 

    A few weeks ago on checking my bank statements I realised they have been charging me twice every month since  May as they hadn’t cancelled my previous contract with them. I have rang them several times about their error and requesting a refund as I have only ever used my current phone number with them. They are not accepting responsibility saying I need to change my sim card to ‘pay as you go’ then they will convert my account to the normal two year contract I had agreed to in May & only then then will they consider the refund. I have sent a letter recorded delivery to their complaints dept. & am still awaiting a reply but am not sure what to do next. Any advice would be appreciated. 😀

flashg67

Are you sure it was from your actual current phone provider? It sounds possible that it was a 3rd party who called you and just signed you up to a new contract, and once done, they aren't concerned that you still have a current contact. 

eDicky

Are you still using the same SIM? You now have two contracts running with the same phone number? Which one are they asking you to convert to PAYG? Who is the network?

You might do better posting on the 'Mobiles' board, or perhaps this can be moved...

savergrant

Bit of a weird one. How long had you had the phone you were using in May? Did you get that as pert of your contract? And how long was your minimum term? It is commonplace for networks to offer a free upgrade just before the fixed period ends so customers don't get a chance to shop around. Did they send you another sim, or if not did you have to move your sim to the new phone? Can both phones be used at the same time? Is the wording on the direct debit identical?
If the network are providing you with two phones and two numbers then there has been a miscommunication, but if your old phone is no longer functional and the new one was offered as an upgrade to your existing contract then you are being charged for a service which they have terminated. Your upgrade will have a minimum term locking you in, so it would be a costly process to get out of it. Do you have an online account? If you can see two contracts there you might be able to find some information to put back to them, or if not then query why two monthly payments are being taken?