t-mobile incorrect web charges

fastdaz

Hi just wondering if anyone is experiencing this problem with t-mobile. basically i have spent the last 4 days on the phone to t-mobile to try and sort this out. i am basically being charged for web useage on my phone even though i have never used the internet on my phone and its increasing every day. started off at 58p and its increased to £1.94 in a day (small amount i know but thats not the point) T-mobile customer service is shocking and their standards have got worse in the 5 years ive been a customer of theirs. it seems that the problem is im being charged for sending and receiving picture messages in that its thinking ive been on the web instead of charging me the normal rate for picture messages (which is covered under my allowance) T-mobile can not confirm to me that they realise they have a problem and all they keep saying is i have to wait until my bill is produced and contact them then. has anyone else got this problem because when i called this morning the person i spoke to said she had had a few people calling with the same problem. she put me on hold and never returned and then i got cut off. im pulling my hair out here. i have lost all faith in t-mobile as they messed up all my upgrade and totally messed my whole account up. i really want to get out of my contract but dont think i can. has anyone else got any feedback as im basically being charged for something i have not used.
thanks.

princessjessica08

Usually they can't do much until the bill is produced (i.e refunds etc) Really the person should have tried to check it out, then if they couldn't do anything there and then, arrange to call you back when your bills produced so they can see where the problem lies. If there have been a few calls on it, and there is a problem, it will get escalated and a fix will be in place, hopefully before your bill is printed. Maybe wait until your bill is printed, then see what they can find out for you.

Jess

richardjames73

I too am being charged for sending and receiving picture messages on T-Mobile flext tariff. They are showing as data charges on my recent usage as Web. On 1st talking to their customer services they tried to tell me my phone must have been accessing the internet in my pocket, or someone had been using it without my knowledge.. Its only the following day after receiving a picture message and checking my usage again that I made the connection. I rang them back and they agreed to refund the charges.

I sent them an email saying that I appreciate they will refund the charges but this wont prevent the charges happening again. Had a call from their customer relations ths afternoon, and after speaking to their technical dept. the T mobile representative confirmed their is a known issue with this at the moment.

I advise everyone to check their bill and make that call if charges for picture messaging are being billed as data usage.

fastdaz

thats all i got from their snotty staff saying i had gone onto the web by mistake or when in my pocket, hello we aint all thick!!!! i hate t-mobile so much, lately all ive had from them is problems. i must have spoke to at least 10 people and each time i get a different person and have to go over the whole thing again and these people dont know what they are talking about. one guy there kept talking over me and kept saying the charges will stand, the charges will stand. am still awaiting a call back from someone despite calling 3 times on friday and twice on saturday so good luck to whoever else has this problem.

princessjessica08

fastdaz, I'm sorry the people you spoke to were 'snotty' but if it is a known issue as someone said to richardjames73 then it will be sorted. The technical teams will find everyone that's been affected by this (If they call up or not) and sort it out so it doesn't happen again. There should have been notes on your account stating what you called up about, so you shouldn't have needed to go over it everytime. I was working Friday and I didn't see anything on this (or get calls) so it might have came to light after my shift finished. If you have problems with agents and your not happy with their response, speak to a team manager, I'm sure they will try to sort this out for you, or at least give you the information you need.

good luck
Jess

fastdaz

thanks jess. i actually spoke to someone yesterday who eventually called me back and she has been very helpful. she told me it was raised as an issue on monday morning and she is monitoring my account and will refund all the charges which is good but its a pain as how long is it going to go on for. My charges were £2.94 and tonight my friend sent me 3 picture messages and ive been charged for these as web useage and my charges are now £3.76. Its not fair for it to keep increasing and feeling you cant send picture messages or cringe everytime somebody sends you something because it goes up. I really want out of my contract with T-mobile, up to now ive always praised them but they have gone downhill big time.

richardjames73

If anyone from T-Mobile reads this thread, why dont you suggest that anyone who is affected by this is given complimentary web n walk until the issue is resolved, that way it will save you going throught the hassle of keep refunding people for over charges (apart from that already charged), and also be a gesture of good will to those customers whom you are inconveniencing. I think if this issue carries on for much longer, ie into my next billing cycle I may suggest this too them!!

dulcificum

I don't see how you can spend that much on web charges - it's supposed to be limited to £1/day.

Have you turned off 3G and automatic connection on your phone?

princessjessica08

It depends when the contract was started. I can't remember the exact dates but more recent contracts have the capped data automatically added to the account. Older ones have to be manually added by customer services.

salduck

Does t- mobile on teir flext price plans have a £2 per day internet usage max charge?? If so why does mine not!! lol
Bn with them on flext35 since it started so defo need it!
tia
x

richardjames73

On flext 35 they will cap it at £1 a day, or £7.50 a month.