£0 termination fee sent on PAC code text but now they want £300!!!

chadzz

So I am in a little situation and was hoping for some advice. I requested a PAC code using the 65075 service. Got my PAC code almost instantly with a £0 termination fee. I thought great, I'll start shopping for another deal. I rang 02 mobile (my current provider) just to confirm, and they want £300!!! 

My confusion lies here. What takes precedence? Are network providers committed to follow what they state in the PAC code text message? Or can they change? 

I have already submitted a complaint, has been 3 weeks with no response. Obviously I don't want the PAC code to expire if I am able to use it without paying a termination fee (even if I have the right to claim it back later). 

However if this is not the case and I will have to pay ther termination fee of £300, I might as well save myself and 02 the grief.  

Just want some clarity on the situation, any advice appreciated!! 

flaneurs_lobster

Don't worry about the PAC code, if it expires then you can just get another.

Do you still owe O2 £300?
What is the basis of your complaint?
What contract do you currently have with O2?
Is it Handset + Airtime or SIM-only?
When does/did the minimum term expire?

TadleyBaggie

Are you still within the minimum term of the contract or not?  

chadzz

Logging in online, my minimum term expires December 2025. 

In all fairness, I am still within the contracted period. 

It is the £0 termination fee on the PAC code text that has thrown me off.

Do I have a termination fee or not? Does the text message mean anything or not? 🤔

chadzz

To clarify, my complaint basis is purely based on the text that states £0 termination fee. I have purchased a phone as part of this plan, I'm not quite sure if it has been paid of or if I am still am paying it off? 

I hope this provides some clarity to the situation 😬

mjm3346

£0 termination fee just for using the PAC code - contract termination fee as set out in your contract?

flaneurs_lobster

chadzz said:

I hope this provides some clarity to the situation 😬

Not really. 

Best guess, the PAC text is a glitch.

Another best guess, you're on the Refresh tariff where you have 2 contracts - airtime and handset. Airtime is a rolling monthly contract that has no ETF, hence the £0 in the PAC. The handset contract is the one you owe £300 on.

You still owe O2 £300 (presumably at about £30/month). That's the minimum term you need to serve (or pay the ETF).

This detail should all be available on your My O2 account.

saajan_12

chadzz said:

Logging in online, my minimum term expires December 2025. 

In all fairness, I am still within the contracted period. 

It is the £0 termination fee on the PAC code text that has thrown me off.

Do I have a termination fee or not? Does the text message mean anything or not? 🤔

Ok so most likely, the £0 is a mistake given contractually the phone payment is likely spread over the minimum term (though do check this in your original paperwork). 

Its not clear why the £0 was mentioned, and so what'll happen 'automatically' - you may get away with it if that's indeed what's set up in their system, but you'll never be able to know for sure. 

Your argument against a fee would be that you relied on the text and made decisions accordingly. However this will be a tough sell given (a) the contract doesn't match that and (b) you did call and get told the correct info before you made further decisions.