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BT Mobile Charges Customer GBP235 for No Charges PAC Switch

Saturday, October 9th, 2021 (12:01 am) - Score 7,224
bt mobile

BT (BT Mobile) has apologised and refunded one of their UK Mobile customers after their system informed him that “there won’t be any charges to switch your service to another mobile provider,” only to later hit him with a bill of £234.97 after having done exactly that. Customer support then refused to help, until we got involved.

The situation began earlier last month after one of BT Mobile’s customers, Mohammed Faraz Shakir, requested a PAC code through the operator’s website (the ‘My Mobile’ section) so that he could see what charges might be imposed and then choose to switch to a different operator if he so desired.

However, despite being three months away from the end of his contract, Mohammed was informed by the operator’s website that “You don’t have any contract charges to pay” because, apparently, he wasn’t “in contract with us anymore.” The message was reinforced further down the same page with the message: “Your total cost for switching today will be £0.00.”

So far so good, until a few days after the switch had been actioned, when the customer suddenly found himself facing an unwelcome bill of £234.97 for “stopping your services with us … before the end of your contract“. Upon querying this with a member of BT’s customer service team, Mohammed was told that the operator would not honour the original promise of “no charges” and blamed the issue on a mistake in their system.

ISPreview.co.uk had previously seen some sporadic gripes that sounded like a similar issue, although these were quite rare and lacked enough detail to pursue. But in this case we had enough information to take the matter up with BT, which to their credit have since apologised and refunded the customer.

A BT Spokesperson told ISPreview.co.uk:

“We’re very sorry for Mr Shakir’s experience with switching mobile providers. There was a technical issue on his My BT App and incorrect help to term charges were given when he requested a PAC code. Our customer service experts have contacted him to apologise, and we have waived the charges.”

All’s well that ends well. But as this case goes to show, if you’re ever uncertain about the cost of switching away to another operator, then check with a member of the company’s staff first, just to be doubly sure (and do like Mohammed did – always keep a record, such as screenshots).

However, most people will usually wait until they’re out-of-contract before switching away, thus such faults should be quite rare. But if any other BT Mobile customers have had a similar experience, then feel free to comment below.

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By Mark Jackson
Mark is a professional technology writer, IT consultant and computer engineer from Dorset (England), he also founded ISPreview in 1999 and enjoys analysing the latest telecoms and broadband developments. Find me on Twitter, , Facebook and Linkedin.
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15 Responses
  1. Elliott says:

    Exact same thing happened to me moving from BT to VF. Admittedly I tried numerous occasions to call VF to cancel porting in my number and they were next to useless advising my PAC had been locked in and not willing to help at all. Person I spoke to was fairly patronising if I’m honest not giving a care in the world I would be £301 out of pocket. Called BT and have to say they were extremely sympathetic and immediately upon see the email that went out saying zero charges and few hours later one with early termination charges, they were very quick to apologise, spoke to their manager and wrote the charges off. Of course would they have a leg to stand on if they still charged me, not sure, but a credit has been applied to my account and based on my experience with VF I porter my number back to BT. It’s been a rollercoaster of week!

    1. Mark Jackson says:

      So this is also a recent switch like the one above – same sort of time frame?

    2. Elliott says:

      This all happened last weekend. Pleased it got resolved.

  2. D says:

    Same happen to me porting from BT to EE.got refund after calling BT. Same on broadband as they couldn’t provide fttp at new home. Again charged cancel fee but said no fee. To be fair when I called they resolved. But some poor souls might not.

  3. MrTruth says:

    Mohammed got a result but I suspect he knew that when the system said nothing to pay.

  4. Mehdi says:

    They did this to my dad’s account. £349 overcharged! BB contract renew to another 24M contract without permission and prices increased like massive! Unfortunately I have worked for this company. They are like Mafia. They hire dodgy people to work for them. Once they are sacked, they bring them back to the company under different names but still under payroll. They are corrupt.

    1. John says:

      I still work for this company and can not agree with anything that you have said.

    2. MartinConf says:

      @Mehdi

      Get a life!!

    3. Mehdi says:

      BT is a big company. Maybe where you are working is not like that, but when you go to sales and CS things are different… but I’m glad you are working where you are happy and it’s not like what I’ve described @John.
      MartinCONF: Thanks for reminding me to get a life. I’d suggest you to focus on yours. Do good, be good. Because this life is temporary. Once you leave this life you’ll leave with nothing. You’ll leave everything you’ve worked so hard for. And finally your remains will be feeding the plants and trees so next generation can live. It’s never late to change.

    4. MartinConf says:

      @Mehdi

      ‘They are like Mafia’

      Really, you are clearly a dreamer or stupid if you think BT are like the Mafia as I do recall BT cutting off human parts when you don’t pay up.

    5. Mehdi says:

      MartinCONF you don’t even know what mafia is. ‍♂️ Talking to you is like running on a treadmill. We won’t get anywhere. It’s either you are a BT share holder or you are working for them… anyway. Whatever. Adios.

    6. MartinConf says:

      @Mehdi (or should I say the Godfather)

      I think your lack of understanding simple English is the issue here.

  5. Mike says:

    They’ve been pulling tricks like this since the 90s.

  6. S.G says:

    I got very similar situation couple of years ago with Vodafone. This was however after they announced price hike that would contractually allow me to leave free of charge. Thankfully VF lived up to the standards and resolved the complaint promptly. I kept all the screenshots of text messages etc. I started doing that pretty much with every major transaction – at the basket/checkout stage and then the confirmation again.

  7. Guy Cashmore says:

    BT are extremely bad at handling complaints that don’t ‘fit’ with the standard complaint templates they use. If the matter doesn’t fit, they won’t even look at it. My case is just going to the ombudsman after BT refused even the slightest discussion on the matter, they repeatedly said they couldn’t deal with it and just issued a deadlock letter.

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