T-Mobile won't let me lower tariff until I'm at the end of contract!!

rachyrach2k

Hi guys,

I have had a contract with T-Mobile since April 2008. I have been looking at their T&Cs and mentions nothing about changing tariffs. So I phoned them up today and asked if I could lower it as I was paying too much. They told me that I could not change it until I was in the last month of my contract!

I said that this was not in the T&Cs and she said that it was part of T-Mobile's policy. I then said that I would like details of how to find this policy on their website and I was advised that I cannot do that.
:mad:
I would have accepted this if it was in writing but that does not seem to be the case. Can anyone offer any advice on this?

If I had known this at the time of buying then I would not have taken out the contract.

Any advice would be gratefully appreciated.

dreamypuma

rachyrach2k wrote: »

Hi guys,

I have had a contract with T-Mobile since April 2008. I have been looking at their T&Cs and mentions nothing about changing tariffs. So I phoned them up today and asked if I could lower it as I was paying too much. They told me that I could not change it until I was in the last month of my contract!

I said that this was not in the T&Cs and she said that it was part of T-Mobile's policy. I then said that I would like details of how to find this policy on their website and I was advised that I cannot do that.
:mad:
I would have accepted this if it was in writing but that does not seem to be the case. Can anyone offer any advice on this?

If I had known this at the time of buying then I would not have taken out the contract.

Any advice would be gratefully appreciated.

My GF had exactly this same problem. We had to make three phone calls to resolve the issue. On the first we were told the same as what you have been told. On the second we called to dispute the change in policy. When the CS was posed with questions about the moral and ethical issues of this change she refused to answer them as kept on repeating "No Comment"

On the third call we asked to speak to a Manager. We refused to speak to anyone from CS.

We explained to the manager that we were disappointed in the underhand way that this policy had been implemented. Regardless of whether they choose to refer to the change as a change in terms or policy, the change was detrimental. The fact is that this change was brought into practice on 1st of October and they have not informed any of there customers.

We explained that at the end of the terms we would doubt that we would want to have any dealings with a organisation which conducted there business in this underhand way and that we would have to reconsider our options.

We were swiftly asked which tariff we would like to downgrade to, and offered an apology.

Moral of the story: Speak to some one in authority, and do not enter into an argument. Keep it factual and make them know that this change is out of order. They already know it, but show them that your not one to roll over and die.

Good luck.

Skint_Catt

Its about right as far as I'm aware. I've waited to come to the end of my 18m contract with Vodafone so I can 'downgrade' as I now live with the person I used to text/call the most!

C xx

lawbunny

The right to lower your tariff has never been a part of T-Mobile's T&Cs (nor most networks, I believe). Previously they allowed customers to lower tariffs at some points throughout their contracts as a discretionary policy, but this has never been guaranteed to customers as a term of the contract.

The point that you would not have agreed to the contract to start with had you known this is irrelevant as the right to move to a lower plan was never guaranteed - you simply assumed you could. (Unless of course you were explicitly told this - ie lied to - by staff when you took out the contract, in which case I apologise if I misunderstood).

T-Mobile's stance on this is pretty much that you signed up for a 12/18/24 month contract on a certain plan and therefore they do not have to allow you to downward migrate before this 12/18/24 months is up. I am not saying I agree with this from a moral point of view, although from a legal point of view they have done nothing wrong.

dreamypuma was lucky in that he reached one of the few sympathetic managers who allowed him to downward migrate - however, T-Mobile are pretty strict about not allowing customers to change to a lower tariff now except in exceptional circumstances, so a lot of managers will simply apologise for you being upset but still refuse to change you to a lower plan.

However, if you are going to persevere in trying to get this changed then folow dreamypuma's advice and remain polite and explain your disappointment in T-Mobile's tactics and how you feel that you are not being treated as a loyal customer and hate that you now feel as though you will have to change networks once your contract is up. Some CSAs may be able to convince their manager to change the plan for you and so you will not need to escalate the call, but if it is necessary then politely ask for a manager and then repeat your disappointment.

Good luck to you.