Tesco Mobile won't let me pay the bill!

PN

Bizarre situation. I opened an account with Lebara, then moved my Tesco Mobile number to Lebara, using the Ofcom system where you get a PAC code from original supplier and pass it to new supplier. All fine, but the moment my SIM card with Lebara went live (and Tesco SIM stopped working), I noticed that my online Tesco Mobile account was closed (i.e. you put in your ID and it says account not recognised. The TM app on my mobile also stopped working.
I cancelled my Direct Debit as I have had trouble in the past with suppliers continuing to take incorrect payments after service has ended, and without the TM account I had no way of checking what I owed.

The following month I got an email from TM saying they had been unable to collect the amount owing. I did reply to the email asking how for details and how to pay it. Not surprisingly I got no reply, as I later noticed the small print on their message saying their email address was not monitored.

I then phoned their help line 0345 301 4455 to sort out the matter, but failed their security questions (I had thrown away my notes on the answers to these after moving to Lebara). The staff could not help me as they said  they could not access my account without the correct security answers. They advised using the online help site.

I did this but this site also requires correct answers to the security questions.

I also used the webchat service, but again without success as they said they could not access my details without correct security question answers (no, my name, address, old TM phone number, details of bank account used to pay previous bills, etc etc were insufficient).

Finally found an email address: 

tmhelp@tescomobile.com

Like all other TM people they were polite and tried to help but could only refer back to the avenues I had already tried. They seemed to think I had forgotten my account password, which I haven't - the user/login details are no longer recognised.

Their new idea was to call 0330 333 7755. This is an automated bill paying service, which you have to call from a TM mobile number (I don't have one!), and if you call from any other number it says you are not recognised, and, yes ....you guessed it, refers you back to the previous numbers.

On each occasion I have asked to speak/communicate with a manager, but they have only repeated the information given and not apparently been able to refer the matter to anyone not restricted by all the security requirements. 

I even offered to send a cheque to TM registered office, but could get no assurance on this!

I have now had a letter from TM about the outstanding bill. It does not give an address to reply to (just TM registered office), and tells me to use the services I have already tried to contact them on.

Anyone got any ideas as to how I can break out of this circle? Many thanks (if you got this far!)

savergrant

Can you see the cancelled direct debit in your online banking? You may be able to send a one-off payment through your bank, or you could try to reinstate the direct debit and ask the bank to advise tescomobile to request the payment again.
Were you expecting a final bill from them?

OutdoorQueen

Do you have a Tesco store nearby with the Tesco Mobile shop inside?  I wonder if they could help.  

PN

Thanks very much for your ideas.

Savergrant, I did speak to the bank but they said they could not reinstate DD without TM's agreement, and were not able to initiate. Hm...

Outdoor Queen, I will get over to the nearest TM shop as soon as possible. Bit of a trek but thanks for the suggestion.

Neil_Jones

I think the mistake here was cancelling the direct debit, because you wouldn't have paid any more than you would have done up to the point of transfer (and even if you did you'd get the balance back anyway).

etienneg

I'm always really surprised when people throw out information about an account BEFORE they have completely finished with it. Are a few pieces of paper really taking up so much space that they can't be kept a while longer? I assume things might well go wrong and thus keep answers to security questions, etc., until well after all communication with the company has ceased - which of course means after final bills are paid to their satisfaction.

As regards your dilemma, if you know what is owed then (as far as I can see) sending a cheque to their registered office (with proof of delivery for good measure) cannot be ignored by them. The registered office is the formal address of the company and they must accept service of legal documents there. Payment of an amount owing is a legal transaction and so must surely come within the scope of 'legal documents'. I hate the attempt by more and more companies to not show a postal address (except the registered office, which they have to give by law).

My view is that if this is the only address they give then they should expect people to use it. Perhaps I should start a campaign; if more and more customers wrote to this address they would eventually revert to giving a sensible alternative. (The registered address is often a solicitor or accountant, and these professionals would soon get fed up if they started to receive a lot of post that they had to open and deal with!)