Trying to cancel Tesco Mobile phone account

[millie35]

I took out a 12 month contract with Tesco mobile which was due to end on the 9th March 2012. I wrote to them on Feb 9th giving them 30 days notice of my wish to cancel my account, I asked them to email me any response.

 

They wrote to me asking for answers to my security questions saying that I didn't put an email address on my letter. My email address was registered to my account and bill notifications were sent there, so I didn't think it was necessary to add this information to my letter. I didn't reply because I was going abroad and my account was paid up until the 9th March so didn't think there would be any problems.

 

I wasn't prepared for the jobworths that are employed by tesco mobile, apparently without the answers to the security questions they cannot cancel my account and I now owe them £40 because my account is still active.

 

Just before I suck it up and pay the £40 for an easy life, I thought I would ask for advice here because I have received excellent advice in the past. All I really want to know is was my written notice not enough do they have the right to insist on my emailing them with the answers to my security questions?

Edited March 27, 2012 by millie35

[ims21]

Two threads merged for the same question and thread tidied.

 

Please use this one thread for this issue

[locutus]

I would pay (because non payment gets marked on your credit file), then launch an official complaint. Ask them to refund the money OR issue a DEADLOCK letter so you can escalate your complaint either to the ombudsman or for you to take them to court.

[millie35]

Thank you, I have just googled deadlock letter as I had never heard of it before. I have just emailed requesting one and will pay the £40 reluctantly.

[locutus]

Have a read of section 17 of this document

 

http://phone-shop.tesco.com/tesco-mobile/about-us/terms-codeofpractice.aspx#section17

[millie35]

I have already received an email response to the request for a deadlock letter and apparently my complaint is now being sent to their concerns team.

[locutus]

It will be cheaper for them to just wipe the bill to be honest, as the Alternative Dispute Resolution will charge tesco more than that to even look at the complaint.

[millie35]

thanks for your help Locutus, my account has now been closed and they are going to wipe the £40 charge as a gesture of good will - that old chestnut.

[locutus]

 

Yeah, thats what I expected Glad you got the desired result