T-Mobile complaints process?

WFJ

Dealing with T-Mobile is always an indescribable hell: they charge me wrong bills adding phone calls never made, they charged for two different broadband connections forgetting to disconnect the first one beforehand as promised and logically expected, they charge for using internet on my mobile phone when I asked them to cancel it last December, take 3 months and dozens of phone calls on my part to replace the faulty charger they sold me.


The employees are totally incompetent, unprofessional, moronic and rude, they are unable to understand and reply to the simplest question. When after 7 or 8 phone calls I ask to speak to a manager they always put the phone down. This is disgusting from anybody, but considered that they offer a “communication service”, it is a disgrace.



I asked for a reimbursement for the money stolen from me but they reply with their robotic "apologies" and disappear! Also, despite there being a complaint in course they still cash my money, is it not illegal?


Don't write to cust.rel@t-mobile ... the service is not in use! What are we to do to be protected by these thieves?



No wonder they build such an empire, stealing money from people!

fkrf

WFJ wrote: »

Don't write to cust.rel@t-mobile ... the service is not in use! What are we to do to be protected by these thieves?
!

Was you able to find a way of contacting them? I do not have the patience to go through 20 non english speaking employees on the phone after over a week without a phone.

Rick2611

T Mobile are absolutely the worst company around, even worsethen energy suppliers.

Staff in their contact centre cant provide accurate information, pass you on to manages or keep to promises about call backs. They will not help you out.

My phone started overheating (s3) and as it is less then a year old I took it back in to store where I was told to sign some paperwork and it would be sent off. The phone is now back and they state it is beyond economical repair as they say i have allowed water to get on to it. I have asked them to proove that this allegation is true to which they cant. The contract I had to sign states that if your phone is beond economical repair and in warranty then they will replace it with a reconditioned handset which I would accept however now they say they wont stand by this despit eit being their own contract. They have been made aware of this and also the sales of goods act 1982 to which the shop keeper did not know anything about or the contract that I had to sign.

Now I have to wait for them to get back to me. They had the cheek to say they would dispose of the phone but I would till have to pay for the contract without the phone. SO Id be paying for internet use I would not be able to get on my spare handset. what an absolute joke.

NEVER EVER GO WITH T MOBILE NO MATTER HOW GOOD THE OFFER IS AND NEVER USE YOUR PHONE IN THE RAIN.

This country may be getting wetter and wetter but you clearly are not allowed to use the phone in the rain or moist conditions.

SallyUK

It's getting beyond a joke.

My contracts were up for renewal last week and initially I "chatted" with someone online about what was on offer. The offer was rubbish, so I decided to ring. Eventually I went through to cancellations as I wasn't happy with what they wanted to upgrade me to and I decided I'd cancel my three contracts. However, I was then persuaded to stay and was promised quite nice phones and a plan that I was quite happy with.

Next day when I checked my online account, I noticed that I"d somehow gained extra numbers! I rang and found out that they'd added two extra lines instead of upgrading! The upgrade phones arrived the next day and I was asked to send these back in the bags that they would send out to me. But I'd have to wait for these phones to arrive back before I could upgrade again! Since then I've rang several times. I've asked to speak to a manager, I've been hung up on, I've been given an email address so I could correspond with the same advisor (no reply from him) and as it stands I'm still waiting for these damn bags to arrive!

I sent off a letter of complaint by Recorded Delivery which was signed for by someone there yesterday morning. I clearly stated in the letter when I would be available to be contacted. Surprise, surprise, no contact from them.

But let me tell you when it comes time for them to ask for their money, they can sing for it! I'm just not someone who tolerates incompetence and I can't be bothered with all this inconvenience. What should have been a simple process always turns into utter shambles. I think they make these "mistakes" on purpose, just so they can rip us off. Fortunately, I don't pay by direct debit so they can't help themselves to money from my account.

Sal

Celli

I cancelled my T Mobile contract last week, still have the thirty days to go through before I'm out of the contract, but all these stories have fair put the wind up I can tell you, but at least I'll be aware of their dastardly tactics.
What I don't get is, how can they still take money from your bank if you've cancelled the DD ?, surely they can't just help themselves, and if they can, isn't the bank liable ?

tattycath

As soon as the contract is up I'm leaving t mobile too. Their customer service/customer care is an absolute joke. They couldn't organise a p up in a brewery or an orgy in a brothel!
I was on the phone to them yesterday and they had the nerve to send a satisfaction text to me. To which I replied 'let's not even go there.....'
They've had the phone 5 weeks. It's under warranty and according to their terms and conditions we should get a loan phone-only, they say they haven't got any. It's in their own terms and conditions and it doesn't say depending on availability. It stipulates how they don't want their customers to be inconvenienced.. Inconvenienced my a&£e! They are a shower of a company and I'm getting out ASAP!
And breathe!

Rant over.

d123

Rick2611 wrote: »

The phone is now back and they state it is beyond economical repair as they say i have allowed water to get on to it. I have asked them to proove that this allegation is true to which they cant.

The contract I had to sign states that if your phone is beond economical repair and in warranty then they will replace it with a reconditioned handset which I would accept however now they say they wont stand by this despit eit being their own contract.

This country may be getting wetter and wetter but you clearly are not allowed to use the phone in the rain or moist conditions.

A few points, if you have allowed water ingress (and using the phone in the rain would do this, and like any electrical item quite a stupid thing to do), that water ingress would have voided the warranty.

Your own post says if in warranty they will offer a reconditioned handset, if not in warranty they wouldn't.

If you want to use a phone while walking in the rain you might want to consider a weatherproof phone, or a waterproof case for your phone.

ZibaB

I had a similar problem.
They don't seem to be that keen on closing peoples accounts.

The worst customer service I've ever received in my life. Will never go back and don't recommend it to my worst enemy.

I sent them a letter of complaint, but won't hold my breath.

karenw

I feel your pain people!

Last month me and my sister decided to get the iPhone 4 on contract with t-mobile after been a t-mobile payg and sim only customer for many years and having no problems whatsoever we decided to go on contract to get the latest phone.

WORST DECISION EVER!!!

We got our phones and had the no service 24-48 hours it drops connection all the time but what really gets on my wick is we both have 100 mins included in our plan and when we get a balance to see what minutes we have left it keeps saying the same amount of minutes or maybe a few minutes less, even though i was a long call. Then i see I've been charged £20 for going over my call allowance even tho when i got my balance it said i had 45 mins left. Now this keeps happening to us both. I rang t-mobile to complain about the balance update and got told that all balance updates through texting or my t-mobile are real time and i must not be doing it right.

BOLLOX!!!! (excuse my language)

Of course I'm doing it right, i even log into my t-mobile and it says i have plenty of minutes left, so why am i being charged :mad: It's not my fault t-mobile don't update the balance in real time like they claim to do.

So i am not thinking of cancelling my contract, what are my rights and how would i go about this?

d123

karenw wrote: »

So i am not thinking of cancelling my contract, what are my rights and how would i go about this?

You contact CS on 150 and tell them you want to cancel the contract early.

They will tell you the amount you need to pay for early termination (normally months left x line rental - VAT), once you agree to pay they will apply a 30 day cancellation period or supply you a PAC.