hey guys,
i need sum advice. il try to keep this as brief as possible. basically, i took out 2 t-mobile contracts last year on a cash back deal thru a third party. the cash back deal was a scam and im takin the shop to court over it. anyway, as u can imagine, i couldnt wait to get rid of my 2 T contracts. in jan, i rang T and asked them for a pac code. they told me the only way i can avoid payin for it is if i ask for it once my 2 contracts r up for renewal. i said fine and told them i also wanna giv them notice to cancel my contracts in march and whether i need to write in to giv them notice. i was advised this is not necessary and verbal notice will be accepted. so i waited till march and rang up for the pac codes. in that time, i had rung T several times to see if there's any chance i could get the pac for free. each time i was told to wait till my contract expired. anyways, march i got 2 pac codes. nw i was never told that if i dont use my pac codes, my lines will remain active and i will hav to pay line rental on them. i got one pac number ported within a week for the missus. the 2nd pac, i gave it to my bro but he never got round to portin it cos his new network kept messin him about givin him conflictin advice every time. anyways, i got a T bill for march whole month. rang up T and they advised i will get a refund in april as my contracts ended beginnin of march. wait for refund and i get another bill for april and no refund. rang up again, and i find that the second line is still active and they r chargin me. furious exchange of words later, i was told that i will hav to pay the line rental for the activ line. i asked them to cancel my line immediately. i wanted to make a complain and they said their computers r down and i should ring back later. rang back the nxt day and was told my line will stay active for another month as they need a months notice. wtf! and! and! i was told that their notes say i was advised that if i dont cancel/use my pac code, the lines will remain activ and i will be charged. blatant lie! i was never told this each time i rang them from end jan to march 1st week (about 4 times!). none of this was explained to me when i rang them the previous times (includin the previous day!!) i wasnt told i hav to giv them a months notice to cancel pac, i was never told my line will stay activ if i dont cancel or use the pac code, none of this was ever explained to me. T's charges are not at all transparent. when i changed my dd date when i first took out the contracts, they charged me £6.50 per line for the privilege. this was never mentioned. they did re-instate my previous dd date and offer a refund when i rang to complain on that occasion. anyway, as a result of all that happened above, i ended up payin T £70 mo and to top it off, when i rang to make a complaint the nxt day, i was rudely rebuffed and was told i will hav to write in and that they dont take complaints over the phone. funny, just the other day, they were happy to take a complaint over the phone but their computers werent workin! i would really like sum advice on wt to do nw. i know this happened 2 months ago, but all this has been gettin me so down i havnt been able to muster up the energy to write in wt with the court case due soon. any help is appreciated.
thnx!

Juan, this seems long and complicated and it sounds more like being brushed off than a scam, but I can understand why you are ***.

If I have this correctly, your wife has successfully transferred the mobile number over to her new network with her PAC code but you were still billed by T-Mobile. If this is true, you have no contract with T-Mobile to deal with in this case and you 'should' expect full reimbursement. Your brother's problems in transferring the number over should have been explained by both the new network and T-Mobile at the time, but the new network should have been chomping at the bit to get their contract started, so there's more to this I think. (Did he have a current contract running or was he starting a new one?) T-Mobile didn't tell you they would keep billing you but this isn't a problem (in my knowledge) as you had filed for cancellation UNLESS they didn't/don't accept it over the phone - this is your first problem as it doesn't matter whether your PAC code is used or not! Your second problem is the PAC code not being ported and the reasons why from T-Mobile. Your third and final problem is why they didn't cancel the contract the 2nd time of asking when you phoned up compaining after receiving your March bill (although this becomes void after problem 1).

You have also carried this on far too long and should have dealt with this in writing after the 2 contracts ended and you had trouble with porting the PAC code - never complain and expect anything to be done over the telephone. Whereas the writing of a clear and concise letter and sending it by recorded delivery is seen as hassle, companies 'should' deal with it as it becomes 'official' this way. I can only hope you have gone down this route before taking this 3rd party to court, as the judge will send you away to seek settlement through all possibilities before bothering them.

Write or email (with receipt on being read) to the Executive Office at T-Mobile - set down in bullet points your exact problem to make it easier to understand and ask for this to be sorted out giving a deadline (usually 14 days). Remember, you're claiming that the contract wasn't ended when T-Mobile agreed it would - PAC codes are an irrelevant excuse!

Hi,

I work for T-mobile cancellations department and deal with these cases daily the base is you can either take you pac or set a 30days notice the reason why we dont set a notice and give you the pac is simply because you need an active number to port out so if your line cancels you forget to use you pac in time theres no way of getting that mobile number back, and unfortuantlly the 30days and the PAC are 2 different ways of cancelling your line, do understnad your fustration and if I were you I would call us again and ask to speak with a tea manager and we can take a look at it and see if theres anything we can do, dont get worked up or shout on the phone (I Know easier said than done) as it will only make things work just be firm and make it clear what your attentions are and you will escalate as far as it takes to get this matter resolved. But for futre refrence anyone getting a PAC this will only cancel your line if used if not its 30days, the only tip I can say is if you turn your line to a PAYG it can be done over night avoiding a 30days notice. Hope this helps.