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  1. I made a cash giro payment on the pre-printed T-Mobile EE payment slip at the bank in Oct, then in Nov I received a letter from T-Mobile stating my account was in areas by 2 weeks and it would be suspended if payment was not made. I got onto the phone and spoke to a 'customer advisor' in India who did not help me at all.. .he kept saying 'we have no payment I can't help you' I asked to speak to a manager, I was told 'all the managers are in a meeting' - so I said thats fine I'll wait, the advisor said 'i'll get a manager to ring you'...i said 'no i'll wait'... eventually a manager picked up and I said 'your customer advisor said you were in a meeting.... '...the manager said 'no i was not i was listening to a call elswhere...' I explained I made payment at the bank in Oct, the manager said the 'missing payments' section deals with this and he has no phone number for them. ..he tried to make out I made a mistake filling in the wrong details on the payment. I said 'how is this even possible when the slip is pre-printed with all the details, so I can't have made a mistake!' I was asked to email a copy of the bank giro to the 'missing payments' section, which I did. The 'missing payments' section sent me an email the next day.. .saying they had sent it across to the bank as part of their investigation and T Mobile would investigate and get back to me by 48hrs. ..I waited a few days and rang T-Mobile again it went through to a call centre in India. ..the advisor kept on saying 'sorry we have no payment, you must go to your bank and investigate it, t-mobile has done everything on its part....etc' I said 'tmobile is responsible for investigating whats happened to my payment I made over 4 weeks ago, its not my job to take time off work to go to my bank in person and ask them, its YOUR job not mine' - The manager just laughed in my face and said 'its YOUR job to go to YOUR bank because YOU made the payment, Tmobile has sent the investigation to tmobile NOW its YOUR job NOT ours...etc' I asked to speak to a manager.. ..he was just as worse so I said I would make an official complaint against him for being outright rude towards me and the phone call was being recorded on their systems. ..I told him to end the call and he then goes 'YOU have to ended the call. ..we cant do that....etc'...so I said 'ok I'll just wait even if it takes 1hr for you to end the call.. .you work in a call centre and your telling me you don't have the option to end the call from your side?!?' - eventually he ended the call I spoke again to a different advisor explained the situtaion she said she was 'shocked' I made payment over 4 weeks ago and tmobile have not investigated or found where the payment is, then she started to blame me for the error I have an email from tmobile saying the investigation would take 48rs, its been more than 2 weeks so far, so tmobile have broken the promise in the email (can i use this to take to the financial ombusman) Ive spent close to 3-4 hours on the phone to tmobile....but they don't help at all on the phone or even by email. I've rang the bank they took some details the bank has confirmation the payment has been made. So I had to take 1/2 a day off work (loss of pay) plus car parking in town to go to the bank arrange to see the manager and get the proof payment has been made, which I now have in my possession. I have emailed this to tmobile and they are not responding back to my emails. I asked tmobile if it would effect my credit - they said no (but i don't believe a word they tell me) The bank said if tmobile had put a note on my file that has effected my credit rating, the bank would give me evidence to say payment has been made, which I could then ask tmobile to remove the not from my credit file. Ive paid off all the outstanding balance on the account and I want tmobile to admit they messed up and say sorry for the hurt distress they have caused me and for me having spent hours on the phone and on email only for nothing in return - no help at all. I'm worried tmobile would put a note on my file which would effect me credit rating for things like credit for good or morgtage in future. I want to take this all the way...they are also not replying to my emails and sending me in circles when I speak on the phone with them, they have failed to 'reply within 48hrs' as stated on the email to me - broken their own policy and guideline.....etc Who do I complain to in person at tmobile at what address and what do I put in the letter? I want compensation for tmobile messing up with processing the payment the bank sent them and for blaming me and the bank, then for me spending hours on the phone and on email, plus loss of wages for taking 1/2 off work and for car parking, then I want them to admit they messed up and to credit my account with the original payment made over 6 weeks ago and a letter of apology, please can the experienced posters on here, please help me and i'm sure my case will help others as well and be a point of reference for others, thanks
  2. I have seen the following issue on a couple of occasions, particularly EE but I think it may be common. When you leave a company, you commonly need to give 30 days notice provided you are not in a longer agreement. If you want to take your number with you, you commonly request a PAC code, which is only valid for 30 days, effectively is the start of your notice, and you leave when the PAC code is actioned by your new provider. On two occasions now with EE, relatives have decided to leave, informed them and got the PAC code to transfer their number. They have always ensured that the PAC code is actioned after they have paid another months service amount - to ensure the 30 days is covered. On both occasions, EE have refunded an amount left relating to the unused days of the 30 day advance payment taken by DD - even though this was not requested or expected - BUT then charged them a larger fee for giving less than 30 days notice. In addition to everything else, if not spotted, and you have cancelled the DD with them, then you could end up with them chasing you for unpaid debts. My other half is about to leave EE/Orange and we will watch it very carefully They have already credited her with £10 (after complaint) for failures in service related to this.
  3. This whole nightmare started when I upgraded to a sim only contract but they got it wrong (third time) so I phoned to cancel the upgrade. When they cancelled the upgrade they also cancelled my contract which they are calling a glitch. I now have had no service for 2 days and just want to leave. The problem is as they have cancelled my number so a pac code cannot be generated. It gets worse though because when I asked to just cancel my contract they told me the early termination fee would be £540! This is because the cancelled upgrade will only be processed when my service is reconnected. I had less than two months left on my original £38 a month contract. They are giving me a refund of line rental for the days I don't have service and £10 for the inconvenience (how generous!) Originally they said it would take 24-48hrs to get reconnected and now they're saying 48-72hrs. I feel trapped and don't know what to do in this situation. They've also deleted my account so I can't see bills or anything and as my number is cancelled I can't even phone them as you need to enter your number when you call. I've ordered a giffgaff sim in the mean time but I'm so angry at how they've treated me and others. I kept asking to be let out of my contract without penalty but they just ignored me #11196366
  4. My 18 month Vodafone contract ended back in 28/05/2013. I only found this out by talking to a chap in a local VF store, who also kindly asked why I had 100MMS and free calls to 0800 number add on as most people wouldn't use this. My response was, I never asked for those services nor knew I had them so you tell me why they are there!? He had no idea and intimated they must have been on since I started the contract. He took the add on's off and advised I would now be saving £5 per month. Confused as to how those services are on my account, I asked what about the past 18 months worth of £5 lots??? Can I reclaim those? Unfortunately not was the response. After speaking numerous times to online assistants and emailing cust services I was made aware that these add on's were added at THREE different times throughout my contract, once for the 100MMS and twice for the 0800. Now, not only do I not need or want these add on's, but they have been added to my account without my knowledge!!! I'm dumbfounded. Now I've visited my store twice and have been told twice that due to the account being in arrears VF won't allow me to give notice of cancellation (even though I am out of contract) and will not issue me a final bill. They will not issue a PAC. They have agreed to refund the value of the add on's but this is immaterial, my issue is with the unethical addition of services without my consent or knowledge!!! Now I am being told I will need to wait until VF cuts the line off before I will get a final bill, which considering the line is currently out of service means I will be paying another £80, pushing me into further arrears with VF for a service/line rental I CANNOT USE... How can you charge a consumer for a service they can't use??? I told the chap in store: "Imagine I own a garage and you come in, fill up and I charge you £40 for petrol. But you don't get any petrol. You've just been charged for something you can't use." This goes against everything I know in GC23 and if not resolved I will be speaking with OFCOM, which will cost VF £330, considerably more than the amount o/s from myself. So far here's my laundry list of issues: Twice VF have taken a DD payment from my account on a different day than specified, costing me bank fees and degrading my credit score. On 11/04/2013 100 MMS Add on added without my knowledge or consent. On 20/01/2013 Free calls to 0800 Add on added without my knowledge or consent. On 08/02/2013 An updated Free calls to 0800 Add on added without my knowledge or consent. This is frankly unbelievable and a fine example of miss-selling IMHO. 4 Times now I have asked to end my contract, which ended on 28/05/2013. I have been refused my PAC code. 2 Entirely ridiculous live chat convos with VF team, rude and unhelpful. "You: I am no longer in contract with VF You: And as such am entitled to end my agreement Amr Ismail: You are in contract with us as a month by month contract You: Any outstanding monies should be billed accordingly upon termination of contract You: And I am within my right to cancel You: If you continue to keep my contract active against my wishes I will not pay any additional amounts You: Please send me a document containing your terms which state that you can keep me in a contract against my wishes Amr Ismail: I do apologize about any inconvenience Mr Farmer. If we can cancel the contract now we would have requested it for you. I'm afraid we won't be able to cancel the contract before you make a payment with the outstanding balance You: Which means if I am unable to make payment I will incur further line rental and call charges??? You: For a service I am telling you now I no longer wish" "You: Who do I need to speak with to discuss this in more detail, concerning both the mis-selling and PAC request? Kimo: actually to be able to get the PAC code, the cancellation team can assist you with this, however they wouldn;t be able to do that now until the balance on the account gets cleared, that's why we advised with it You: What about my concerns with mis sold services Kimo: actually you are now out of this contract, and you don't have a proof to tell that the services are not added as part of the contract, so we are not able to refund anything that has to do with them You: Irrelevant of your note, I have been paying for services I did not ask for nor require. This is the definition of mis selling You: Whom do I talk with to escalate this further? Kimo: you are talking to me now Kimo: and it's not about who you talk to Kimo: this is an ended contract You: As I do not believe you have the status to assist me correctly Kimo: so we can't discuss a refund for smelting that you have been paying for on your bills (clearly) every month Kimo: something* Kimo: specially if you don't have a proof to support what you kindly say (that you don't know they are there) Kimo: so regardless who you would talk to, this is the same advice that you will get You: I wish to take this matter further. Please advise who I need to speak with Kimo: we are sorry to advise that even taking it further, will not get you any refund, so we are advising with this to save your time You: Please direct me to whom I can talk with You: VF have not acted in me, the consumer's, best interests. Irrelevant of being in or out of contract this is still miss selling and can be upheld. Kimo: where did you get the contract from, was it a Vodafone store? You: Yes, I advised this to you earlier. Kimo: great, then you can kindly go the same store that as per your advice missold you the contract and discuss it with the store manager You: I am unable to go to the store. I wish to discuss this in more detail via telephone" I am at my wits end here. I am being told I will be kept in contract until I pay a bill or VF decides to cut the line and send to a debt collector. They don't seem to care or think it is unacceptable, unethical and/or just plain wrong to add services as they see fit. After emails, numerous live chats with VF, two trips to the store and still no resolution I am at my wits end. Please help.
  5. Its a long story. But basically I need to remove the phone number I have on my Orange contract and put it on another phone on a different contract. BUT, I have another 12 months left on my contract, and they wont give me my PAC code unless I pay a £535 contract cancellation fee. I am happy to continue paying the orange contract with a new phone number. But they say this is impossible. What I don't understand is that they are more than happy to give me a new number, but cant give me the PAC code for the current number before they do. Where do I stand? What are my options? Thank you in advance
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