[CLA29]

I'd been a T-mobile customer for 9 years. This year I realised that being on a contract was a bit of a waste as I don't really use my phone that much, so decided to switch to Tesco payg. My contract was due to end on 7 June so I rang T-mobile in May and said I didn't want to renew. That's fine they said. I asked about getting the pac code and whether I would have to ring up on 7 June to get it. 'Oh no', they said, 'We'll give it you now.' So I got my pac code and couple of days later got it in writing.

Still in May I got my bill and saw there was a charge of £5.33 early termination. I rang retentions and spoke to David who tried to imply that I'd been told there would be a charge for getting the pac code early. I got very annoyed and explained that there had been no mention of a charge. He agreed that the charge would be taken off and told me that I was already out of contract and could go straightaway. I waited until 7 June to transfer to Tesco as I didn't want to miss out on my free minutes.

Received my final bill showing that I had not been reimbursed the £5.33. So yesterday I had to pay to call an 0845 number to speak to retentions. There was no way I was going to pay to be on hold for hours to get through to some foreigner in customer services who wouldn't understand a word I was saying. I spoke to Thomas who told me that if David was supposed to have told me I would get a refund that David was the only one who could do it. He told me that David had made no record of our conversation from May and that he would get him to ring me. I've still not heard from David.

Why would I agree to pay £5.33 to get my pac code early, and then wait two weeks until the day my contract ended to use it??? , when it would have cost me nothing. It's clearly obvious I was never told about a charge. How convenient that there is no record of my conversation with David. I am not going to let them get away with this. They have taken that money off me in a fraudulent way. So watch out people and make sure they don't do the same to you.

[!!11oneone]

I gave up when I got to the racist slur.

[CLA29]

I wasn't being racist. I was just pointing out that sometimes when you get through to a call centre abroad they don't understand what you are saying. Apologies all round.

[!!11oneone]

Fair play, just a little pet hate of mine...

I had a similar problem with Orange. The told me that the PAC code had to be used by a certain date, and that since it could take a couple of days to go through I should give it to O2 a couple of days before the cut off. I did so, then was fined £30 for ending the contract early!

I just told them (in writing) that I simply wasn't going to pay, and that it was clearly in both our interests for them to forget it. They wrote back and apologised.

[Jeeooorghhhbbb]

As far as I'm aware, an early termination charge is simply the charge for your line rental up to the end of your contract, which would basically be the line rental from when your PAC was requested up to the date you were originally contracted to be with t-mobile to. As you stated, your contract was due to run up to 7th June, you requested your PAC in May, so T-mobile charged you for you line rental up to 7th June.

[CLA29]

Thanks !!11oneone I think I'll do the same and write to them.

The remaining line rental was listed separately on the bill.

[prking]

Aren't T-Mobiles call centres in the UK?

[Deanparkr]

Quote:

Originally Posted by prking

Aren't T-Mobiles call centres in the UK?

I think so.. ive always spoken to ppl who seem to be based in the UK. I quite like T-mobiles cs. Nice people who are easy to talk to!

[agent_c]

Quote:

Originally Posted by prking

Aren't T-Mobiles call centres in the UK?

Not all of them. IIRC all retentions are in the UK.

T-Mobile use SITEL for low value, prepay and equipment returns... SITEL's centres are in Manilla and India.

[Ray266]

Quote:

Originally Posted by prking

Aren't T-Mobiles call centres in the UK?

They are if you call in office hours, evenings and weekends they are wait for it in............. India

[agent_c]

Quote:

Originally Posted by Ray266

They are if you call in office hours, evenings and weekends they are wait for it in............. India

Evening and weekend calls are answered within the Uk too...

[KingKerouac]

T-Mobile call centres are in Sunderland.
Which is why they couldn't understand a word you said and vice versa.

Howay the Mags!

[Steven L Hunter]

When i was with T-Mobile I usually got through to the call centre in Greenock, Falkirk or America

[skimminstones]

Quote:

Originally Posted by Ray266

They are if you call in office hours, evenings and weekends they are wait for it in............. India

We do not have call centres in India.

[Talizman]

Quote:

Originally Posted by KingKerouac

T-Mobile call centres are in Sunderland.

And Scotland and South Wales and occasionally in Manilla where annoyingly the people speak English with American accents.

[dangermouse1986]

Quote:

Originally Posted by skimminstones

We do not have call centres in India.

No but we have e-mail teams who call customers back,.

[agent_c]

Quote:

Originally Posted by Steven L Hunter

When i was with T-Mobile I usually got through to the call centre in Greenock, Falkirk or America

"America" is actually Manilla... Wrong side of the Pacific.

[Russ_WWFC]

I had no problem getting my PAC code from T-Mobile when I went to 3 last week. They couldn't have been more helpful. I've had English, Irish and Scottish - some easier to understand than others.

Three's are all Asian but 9 times out of 10 they are as clear as if the person was English