Mobile phone unused account for 6 years

kensiko

Good morning all

I am helping an old friend of mine who recently had a shock to find he has been paying approx. £15 per month for a mobile phone he has not heard of before for 6 years.

The gentleman is a customer of the same provider with his proper phone number and has been for many years.  The 2 accounts are completely separate though.

I have since discovered the bills have been coming in on the online account each month with the contract start date being April 2018!  He is obvioulsy a bit embarrassed he hasn't spotted this before and only did so very recently as he was going through his banking with his partner.

At the time the contract was started he was 70 years old and has no memory of this at all.  I have tried calling the number and as expected it goes to voicemail.  I have checked the previous years bills and can see the account has never been used showing zero minutes and texts.  I cannot see prior to this, but can only assume it's the same going all the way back to 2018.

I am going to write to the provider on his behalf to close the account completely and wondered if anyone could give any advice on anything to add.  I realise they would probably say this is the customers fault as it's never been noticed but should they have a duty of care also as it's obvious on the account it's never been used but monies over 6 years have been taken?

I was thinking to ask for a gesture of goodwill from there end or is it better to go in a little harder?

Any tips greatly appreciated.

FlorayG

I absolutely would go the goodwill route, because it's clearly his own fault and many, many older people keep a mobile for 'emergencies only' and never use it; one of my elderly friends has had hers for 3 years and has used it maybe 3 times
I was in the EE shop once when an older lady wanted to know how much credit she had on her PAYG phone, she had to get it out of the original box and unwrap it and switch it on to find out that as she had been regularly topping it up she had £86 credit on it. Clearly she never actually used it. It's not uncommon

kensiko

FlorayG said:

I absolutely would go the goodwill route, because it's clearly his own fault and many, many older people keep a mobile for 'emergencies only' and never use it; one of my elderly friends has had hers for 3 years and has used it maybe 3 times
I was in the EE shop once when an older lady wanted to know how much credit she had on her PAYG phone, she had to get it out of the original box and unwrap it and switch it on to find out that as she had been regularly topping it up she had £86 credit on it. Clearly she never actually used it. It's not uncommon

A very good point.  With him also having a 'proper' account with the same company I would hopefully expect them to understand this isnt the case in this instance as his phone is well used.   

But I realise it could be classed as for someone else exactly as you have described.  PAYG would be used more in those scenarios rather than a monthly contract but something to remember!

Many thanks.

eDicky

It appears not to be an account fraudulently set up and used by someone else, and highly unlikely that the network accidentally added a new account. That leaves your friend having done it himself for some reason and then forgot.

A possibility could be that he went to the network shop to ask advice and was talked into buying a new contract by the salesman.

It's worth enquiring how the contract might have originated, whether there's actually been a total lack of use, and perhaps asking for a goodwill gesture, but anything pushy will go nowhere.

ButterCheese

I would ask for some understanding/goodwill but don't get his hopes up for getting anything back.  It is entirely up to whoever handles the call.  The call centre staff do have the powers to refund customers in this way, but it's whether or not they are understanding and can be bothered to pursue it with their authorising manager.

But at any rate, they are not really obliged (morally or legally) to refund anything, so any money you get back will be a bonus

kensiko

Appreciate all the comments and exactly as I had expected.  A nice request for a goodwill gesture while cancelling the account is the way forward, and just hope for the best.

Thanks again for all your comments.

Green_hopeful

As mentioned above I would ask how the account was set up. That might help with dealing with the provider. Perhaps it was accidentally set up while trying to do something with the other account. 

flaneurs_lobster

There could be an issue with you representing your friend when dealing with a third party. Is there any way that the requests to the phone Co can come from them directly? 

kensiko

Green_hopeful said:

As mentioned above I would ask how the account was set up. That might help with dealing with the provider. Perhaps it was accidentally set up while trying to do something with the other account. 

flaneurs_lobster said:

There could be an issue with you representing your friend when dealing with a third party. Is there any way that the requests to the phone Co can come from them directly? 

The question has been raised in the letter that has been sent regarding the setting up of the account.  But it is written with a no fault blame on them in any way.

I have only helped him draft a letter which is just requesting the account to be closed and at the same time asking for any kind of goodwill gesture.  I thought it better to do it this way as it will be less confusing for him as he is just deemed to be sending a letter (via email) directly.