T-Mobile - How do I get out?

kdmurray65

Does anyone have any advice on getting out of a contract. Here's my problem:

I agreed to a new contract verbally with T-mobile on 19/1. I just received my bill which does not reflect the verbal offer. I queried with T-Mobile but of course there is no record of the verbal offer I say I was made.

As I'm now outside the 7 day cooling off period they say I must pay £353 to get out. I'm livid, I was planning on joining O2 as they'd made me a great offer and have a better signal in my area.

I feel I was misled and now I'm trapped.

Help!

bilbob_2

Surely if there is no recording of the verbal offer made, then there is also no recording of the verbal contract taken out???

lawbunny

bilbob wrote: »

Surely if there is no recording of the verbal offer made, then there is also no recording of the verbal contract taken out???

Nope.

They have a written record of the offer which they are claiming the OP agreed to. Also, they send a renewal letter/T&Cs/DSR letter which state that if you do not agree to the terms of the contract you can cancel it within the 7 day DSR period. What the OP is saying is that they are saying they have no record of the offer which s/he is claiming she was offered (I don't mean 'claiming' as in I don't believe you, before any arguments start!).

Email [EMAIL="cust.rel@t-mobile.co.uk"]cust.rel@t-mobile.co.uk[/EMAIL] - include your name and password (or address if you don't have a password) and telephone number and exaplin the situation and ask if they can locate a recording of the original call. This is the escalated complaints team.

Jst as a point of note, what was the offer which they actually made? And what is the offer they have actually given you?

subinagee

I also have a phone number for the cust-rel@t-mobile.co.uk team but i seem to have misplaced it. I always ring the escalated complaints team whenever I have a problem - they definitely have a lot more sway and say where contracts come in. Ill post the number as soon as I can find it for you if you dont have any joy with email!

sporedude

No way to get out the contract, your outside the 7 Day Distance Selling Regulation period, your now trapped in the contract for the commitment term, No way out, Sorry

princessjessica08

I wouldn't say no-way out as testimonial, I would at least say to check the contract they sent you with the details on it, if what they put in the contract wasn't what you agreed to, it should have been brought up as soon as you recieved it. But as said by lawbunny, contact customer relations and see if they can trace the call. You never know, they might actually help you out, it's what their there for.

Jess

bitterSTAR

T-Mobile have the worst customer service ever. First they extended my contract by 6 months without telling me, and when i tried having it set back to a 12 month contract they wouldn't have it. They even told me that i was lying. I then lowered my tariff to compensate for the contract extension and they promised that I wouldn't lose my friends and family discount - but I did! so my bill doubled each month! They then said to cancel all I'd need to do is pay for all my line rental until the end of the contract. And when I finally called them to cancel - they want a £110 cancellation fee! They're shambolical. Utter rubbish. They have the worst customer service I have ever received, time and time again they just messed me around.

sporedude

Why would they extend it for 6 months without telling you?

princessjessica08

I'm going to assume that you were on a 12month contract then decided to change your plan to one of the 18month plans, hence this would extend your contract by 6 months. I always advice customers of this before I put it through so I'm sorry that you most proberly weren't if this was what happened. Was this the case?

Jess

bitterSTAR

sporedude wrote: »

Why would they extend it for 6 months without telling you?

I was on a 12 month contract, but wanted to upgrade my tariff to get more mins/texts. Between the time of me taking out the contract and me upgrading it they had stopped doing 12 month contracts. So when they switched me to a new tariff they didn't inform me that the new tariff would be an 18 month contract. I later found out they did this 2 months later, and when I went to complain - they basically said that there was nothing they could do. Thing is I never asked for the 18 month contract, and they never informed me they would switch me to an 18 month contract.

bitterSTAR

princessjessica08 wrote: »

I'm going to assume that you were on a 12month contract then decided to change your plan to one of the 18month plans, hence this would extend your contract by 6 months. I always advice customers of this before I put it through so I'm sorry that you most proberly weren't if this was what happened. Was this the case?

Jess

Yes this was the case, I was never advised it would be an 18 month contract. Sorry I know not all of you are bad, but I feel really badly treated by T-Mobile - time and time again I was misinformed by the staff, and in the end it's cost me a lot of money. T-Mobile robbed me, and ripped me off.