T-Mobile Wanting to charge for the Phone 10 days into the new contract

mrdunkleysexy

Hi all

I helped my partner to renew her tmobile contact just under 2 weeks ago:-

Nokia 5800
£170 per month for calls and text (flext)
Free voice mail
Unlimted web and walk

The contract renewal is for 18 months and the Nokia 5800 was free (or so she thought) as part of the agreement

My partner is very happy with her new phone but has just been phoned today by TMobile customer services that she will have to pay £165 for the cost of the phone!

Obviously this has come as quite a shock as firstly the contract had already been agreed with retentions so can TMobile just change the deal 2 weeks into the contract?

Were both at work at the moment but were gonna wait till were back at home to call tmobile back but just wanted a bit of advise on this one just incase with come up with any issues with customer services

Much appreciated

nickmack

mrdunkleysexy wrote: »

Were both at work at the moment but were gonna wait till were back at home to call tmobile back but just wanted a bit of advise on this one just incase with come up with any issues with customer services

If the upgrade was facilitated over the phone, clearly explain the discrepancy and ask them to review the call.

This could be a genuine mistake or one of the advisors may have been a bit over zealous in the offer they gave you.

mrdunkleysexy

cheers Nick

The deal was done over the phone so I'l let you know how we get on when we call them later

mrdunkleysexy

Well my partner spoke to tmobile and they have admitted to selling the contract (free web and walk/internet) in correctly and that they wanted her to pay £165 (ford the phone - nokia 5800) and £5 extra a month for the free internet which would be a monthly fee of £30 per month to keep the phone!!

Well my partner is returning the phone and cancelling the contract with t mobile and will more than likely take her pac number with her to 02

Cerenia

Odd.. the phone's only £130 on upgrade in stores... and generally retail is more expensieve on upgrade prices - Pixon for example is £35 cheaper over the phone on upgrade than in store!

I wonder what your upgrade discount actually was... as it sounds like you didn't have any at all o.O

macman

Just curious, but which package is this on? The top flext tarriff is £67.50 per month, which gets you 3,250 minutes and 6,500 texts. If you are spending £170 a month, this would indicate about 8,000 minutes a month-that's about 4.5 hours plus 500 texts a day!

Abbafan1972

I would have thought £170 is a typo and should be £17

Cerenia

Nope, the £170 for calls and texts I imaging shoulf be £180 - Flext 35. The price is the amount of allowance towards calls and texts e.g 1000 mins or 2000 texts or a mix of the 2.

macman

That's what I thought at first, but cheapest flext plan with mobile internet is £30? Flext 35 is £25 but does not include mobile internet.

mrdunkleysexy

Cerenia wrote: »

Nope, the £170 for calls and texts I imaging shoulf be £180 - Flext 35. The price is the amount of allowance towards calls and texts e.g 1000 mins or 2000 texts or a mix of the 2.

Hi yes sorry thats what I ment, the flext amount equates to the total you can use for calls and texts. It was a retention deal my partner was given with the free internet as she had been with t mobile for 18 months and was going to leave to move to 02

Cerenia

Internet is free on all Flext plans currently.