Personal Musings from Simon Jones

After many problems with T-Mobile customer services, I’ve decided to pay off my whole contract and leave. The reasons why aren’t particularly important but I’ve just had enough.

One the phone last Friday, I asked for my PAC code so I could transfer my number away from T-mobile and move it to another provider. I was told that I would need to pay my whole contract cost up front before they could issue it.

According to OFCOM Under the heading ‘Can I be refused a PAC’, it reads:

  “Your provider cannot refuse to issue a PAC if you have any outstanding bills or charges to pay. These charges should be included in your final bill after the port has taken place. You should then settle them as agreed in your contract.”

I gave up on the phone and decided to do it by email. I emailed customer services hoping to speak to people with better advice… 2 days later I receive an email saying it had been received, and the following day a missed call. I sent a further message saying I want all communication in writing from now on as I’ve been given unlawful advice… 5 further missed calls from T-mobile UK.

I contacted them on Twitter and after telling me that PAC requests can’t be taken by Twitter, I received this response:

TMobileUKHelp:150 option 2-2 and speak to the loyalty team they’ll be able to help you out and issue the PAC.

Simon: I called Fri and was told they couldn’t issue PAC until I’d paid - not getting anywhere by email, and you can’t help by Twitter… what next

TMobileUKHelp: Hi Simon, I suggest calling 150 option 2-2, paying the termination fee and they will issue the PAC code

So now, in a phone call I’m told unlawful advice, but in writing, verbatim, they have shown to be going against OFCOM regulations.

They should issue my PAC code within 2 days of the request. I asked for it on Friday, now it’s the end of Tuesday…

I will never go back to T-Mobile UK, and would advise anyone else against it! This isn’t just a case of questionable customer service, they are proving to be giving unlawful advice contrary to OFCOM regulations, and if they think the law doesn’t apply to them, they have another thing coming!

(I should stress, this is with T-Mobile UK, I believe while name, branding and top management is shared with other companies, they have different customer service departments, different regulatory bodies (ofcom is UK only) and hopefully different policies)

Update 11/01/2012: Today they’ve refused to give me a PAC code again unless I call their 0845 number and speak to a specific person. I am not going to humiliate myself by calling yet again and trying to deal with their pig headed customer services team. The only valid refusal reason which could apply is that they’re not convinced I am the account holder. I’ve emailed back with my customer services password and full personal details and requested that if a further refusal is made, the reasons for that refusal!… let’s see what happens next…

15:00 - PAC received 5 days after the initial request. Not quick enough for OFCOM, but could have been worse. Googling ‘T-Mobile PAC codes’ brings up similar incidents, one person complaining that T-Mobile are trying to charge up front for the PAC code.

The moral of this story is; as a consumer, know your rights. Don’t expect other people to protect them for you, they are yours to protect. Regulation or no regulation, even big companies are able to fleece it’s customers.

Now to sort out my whopping early termination fee (remaining contract) but at least sorting that out will mean I never have to speak to their customer services team again! Woohoo!