T-Mobile customer service

-Liam-

Hi everyone,

Enquiry on behalf of my better half if you don't mind.

She agreed to a contract with T mobile 3 months ago.

The phone arrived nearly 4 weeks late as it had been lost by Royal Mail or rather the original one had. After various calls being bounced between RM and T-Mobile, RM telling her that she needed to speak to T-Mobile and T-Mobile telling her they needed to relevant paperwork from RM she ended up receiving a full bill for her minutes and text allowance before her phone arrived.

More phone calls and lots of threatening of trading standards etc and the phone arrived.

She did get agreement that they would credit her account with a refund from the first bill when her next bill arrived. This never happened. More phonecalls, and operatives even denying that she was owed a refund then one that finally said it should of happened but he would now arrange it to happen on the next bill.

Guess what ?....Yup, still no refund

More phonecalls and a useless operative that again took the line of denial and my missus hung up.

Phoned back when she had taken a breath and this time got a very helpful guy. She had the phone on speaker so I heard everything and again he promised that it would happen next bill.

Yesterday she was supposed to have her full allowance of minutes but it never happened. She's called them this morning and according to the operator she has an outstanding bill of £110, £70 of which is phonecalls to T-Mobile !!

Now she is not aware that she was being charged but I'm pretty sure there will be something within her terms and conditions which mean there is Jack she can do but is that the case ?

I was hoping that someone might be able to offer her advice?

I just think their customer service has stank from start to finish and I told her to give the phone back when it arrived and use the cooling off period and tell them thanks but no thanks but you know what we are all like with new shiny toys

DCodd

I have been with T-Mobile for about three years. When I first joined I had a problem with the bills> I had joined them on a discounted rate but when the bills arrived I wasn't receiving the discount and they said that I regstered a day after the discount had been discontinued!! Luckily I joined online and had saved the application which I sent to them and they finally backed down and I am still on the discounted rate now:jSince then I have to say that they have been very good! I have always done all my dealings since then in a T-Mobile shop as the assistants are usually very proactive for the customer, so I would suggest that you go into a shop, tell them that you have spent £70.00 on calls to 150 and keep getting different answers and ask them to ring Customer services on your behalf as 150 calls from your mobile may not be included in your contract:mad: it depends what tarrif you are on but you can check that online.