Cancel contract, still being charged - this happens often?

[SeanT]

OK, so my missus tried to terminate her mobile phone contract (well she did) by email as they wouldn't do it over the phone. They then continued to debit her account for months and when she challenged this they gave the justification that "we thought you had changed your mind."
She told them that she would just cancel her direct debit if they were going to make her pay through another notice period - their response to this was to suggest that they would recover the money by other means if she did this.

And today, my housemate who went through a similar issue received this email:

Dear Mr P,



Thank you for your recent correspondence received on the th December 2005.



Please be advised that we would stand by the comments made by our client Orange to you via Email on the th March 2005.



The Pac code would have been live and usable for a 30 day period after this as pervious stated your contact would remain active.



Due to this point the balance of £60.33 remains due and correct.



To prevent further action on your account please contact our offices to arrange payment of the above amount within the next 14 days.





Kind Regards



Shelley Justice

Operations Support Executive

DirectLegal and Collections

What should he do about this - this must happen all the time - is it an issue that should be brought to the attention of oftel?

[explicitlyrics]

I think the second case is slightly different, it seems your housemates asked for a PAC code, which does indeed last for 30 days then your service continues as normal.

If you tried to cancel then you should not need to give the notice again. I would get on their backs with some gentle (not rude) threatening.

[Mics49]

sorry for my ignorance but what's a 'PAC' code?

[philst68i]

Same thing here, phoned Orange 3rd December to give 30 days notice.Asked me if I wanted a PAC code sending, I sead yeah you can do.
Got my bill this week, billed me for another month.
Got off the phone 10 mins ago, explained everything and they said the same, but I was never told if I did'nt use the PAC code the account would remain active.
They cancelled it there and then as 'a goodwill gesture' after I said there was no way I was going to pay another month.

PS, a PAC code is a 'Port authorisation code' to take your number to another network.

[Mics49]

thanks for the info!

[woody67]

O2 are very good with contract cancelling, and also when a PAC is requested a letter is sent detailing the procedure, and reminding you that a PAC request is not a cancelation notice.

Always remember that with any similar contract or arrangement, cancel the contract and your DD or SO at your bank at the same time