Requested PAC code before following returns process

Sounds like a crazy situation @AngeB.

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Good luck!

Hi @andewhite thank you for your reply. I tired the live chat and according to whoever I spoke to he believes it's a completely justified charge as I requested the code before returning the phone. 

770.70 are they for real??!!

Obviously this was not explained when I got the phone and I cannot find a copy of the terms and conditions anywhere. The 2 ppl in carphone warehouse just told me id did a 2 week signal guarantee and if I had any issues I could just return no problem.

I've clicked through every link I can find the on the internet and nothing says I needed to return the handset first. 

I have had to lodge a formal complaint as I was getting nowhere on the chat he just kept repeating I requested the code before returning the phone as if this was answer enough as to my ridiculously huge final bill. 🤯

You should’ve followed the cancel and return process.

Asking for a PAC will not exempt you from any early cancellation payment, if you requested the PAC before returning the handset.

The 14 day cooling off period is for you to cancel and return.

Did you use the PAC before you started the cancel & return process?

The timing of these two things will be key.

Hey @AngeB 

In this case @andewhite is correct, we have the returns process in place so that these charges can be avoided/waived. If you are to cancel via requesting and using the PAC code as far as we’d be able to see on our side it just looks like you’re taking your number to another network and cancelling the contract, not returning it. Please let us know if you’d like us to look into your case and account so that we can see if anything can be done here!

Tom

Hi 

Thanks for your responses, after I lodged the formal complaint an agent called me back on Monday after looking into it all and has managed to resolve my issue! 

It turns out I only owed the money for the days the sim was active, just as I had been advised by carphone warehouse staff.

In terms of following the cancel and returns process as you advised, I have still yet been the unable to track this down even after numerous searches on the Id mobile, carphone warehouse and curry's websites. I didn't even get these sent to me when I took out the contract. (On a side note I have had all this information sent to me by my new provider the day I got my new phone.) So I simply followed the advise given to me by the staff where I got the phone as a had no other reference to go off 🤷

However my issue is now thankfully fully resolved so thanks again for your time.

Ange