Problems with T Mpbile

MiniLaura

Postng on behalf of OH

He recently got a new contract with T MObile thru CarphoneWarehouse - he has previously had TMobile but not for a few years.

When he signed the contract he put his correct bank details onto the contract (recently changed accounts on which direct debits come out of due to charges)

TMobile decided to use the account he had used on last contract and not his current bank account - resulting in money coming from his overdrawn account, payment refused and more charges added on.

Carphonewarehouse were able to prove they have passed the correct details on to Tmobile and have been helpful but TMObile refuse to accept any responsibilty for THEIR mistake and wont refund the bank charge they have caused.

After numerous calls to custoemr services etc my OH is at the end of his tether - its £35 but the principle and the stress caused - hes not had much money coming in over last year and has done his very best to sort out finances to avoid charges etc and now this happens.

Any advice on how to take this complaint further or any similar stories that may help?

Cheers

mobilejunkie

Call and register a formal complaint. At least the complaints department on this network operates much better than on others in my experience - and may well sort this out for you. The normal advisers are a waste of space.

princessjessica08

mobilejunkie wrote: »

Call and register a formal complaint. At least the complaints department on this network operates much better than on others in my experience - and may well sort this out for you. The normal advisers are a waste of space.

I take offence to that comment. I go out of my way for as many customers as I can and try to sort problems out without them having to call back/write letters/wait for someone else to call them back etc. Don't tar all customer service agents with the same brush, that isn't fair.

Jess

Jon_01

I have to agree with Jessica, if you want to complain about anyone complain about the management that put in team leaders that don't have a clue about real customer service, processes that take far to long to get a result (which the agents HAVE to use as there's no other way). Also, for some networks, a really bad recruitment process that lets people in who have no interest in the job.
Maybe if the agents were paid a reasonable wage rather than the bare minimum the turnover wouldn't be through the roof and more people who know what they're doing would stay.
Those of us that want to give good customer service are stopped by the very way the system operate that are there, supposedly, to help the customers...

mobilejunkie

Not really the customer's problem. It's our money and if you can't get anywhere despite repeated attempts with numerous people AND team leaders it doesn't say much for the organisation. If you really put customers first you would appreciate their position in having to waste hours going round in circles being fobbed off, inadequate systems, wrong information and stonewalling. I always try very hard NOT to have to go the complaint route, but your organisation (like many others) make that the only option.

I praised the complaints department of T-Mobile because they were excellent and (unlike everyone else I spoke with) put things right. I denegrate Vodafone Complaints department because they don't. I believe that's perfectly fair. I currently work in an industry even worse than yours for customer concern and I always fully appreciate the nonsense they have to put up with despite my attempts to be different. Are you really saying people should appreciate the lack of service they get from the advisers and never get anywhere at their own time and expense? At least you are paid for your trouble.

Perhaps we should call every single customer services adviser in the hope that we actually find one who can and wants to defeat the system you now blame it on.

sporedude

mobilejunkie wrote: »

Call and register a formal complaint. At least the complaints department on this network operates much better than on others in my experience - and may well sort this out for you. The normal advisers are a waste of space.

Prety unfair statement. Take it that goes for all advisers then?

MiniLaura

Thanks for the replies - have passed info on and been told that OH isnt aware of actual complaints department - doesnt seem to be able to reach them - can anyone give contact details of how to get in touch with them to make a formal complaint?

He also said that most customer advisers were nice but just unable to do anything.

mobilejunkie

sporedude All the ones (and there were several) I spoke to, yes it does. Of course, caring about customers is petty to them but perfectly fair if that's how they deal with them.

sporedude

Fair to say I've spoke to alot of customers I'd consider to be a waste of space *shrug*

lawbunny

Not fair to say all customer services agents are inadequate at their jobs. They simply follow the procedures the network as told them to - just because you don't like what you are told does not mean they are not doing their job properly. As for complaints teams being more helpful - of course they are, if you have taken the time to send them a formal complaint the complaints team will beg and grovel and go outside of normal procedures (ie the ones normal customer services staff have to follow, or get fired) to try to keep you happy. Doesn't mean you were right - just means they made an exception to keep your custom.

As for the original complaint - T-Mobile do not accept any direct debit details from anyone except the actual customer over the phone to T-Mobile directly. If you try to set it up or amend it in CPW or even your bank it will not work. Customer Services reps are always complaining about this and are constantly being fobbed off by management about it - don't blame us, it's not our fault.

treb1971

lawbunny wrote: »

Not fair to say all customer services agents are inadequate at their jobs. They simply follow the procedures the network as told them to - just because you don't like what you are told does not mean they are not doing their job properly.

The company I work for were rewarding their C/S Reps for doing a good job, i.e., what the company wanted them to do. However, they realised that this was not what the customers wanted, there was a disconnect between what the co. thought was a good job and what the customer thought was a good job. So they changed what they wanted the reps to do. If you're asked to give feedback or take part in a survey, be honest and you can change things.