T-Mobile complaints process?

diamonds

karenw wrote: »

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?

Call Ofcom (0300 123 3333 or 020 7981 3040)
and log a complaint against T-Mobile as you have already tried with T-Mob but got nowhere. Get your complaint reference number from Ofcom and email the chief executives office olaf.swantee@ee.co.uk

and the T-Mob person in charge of complaints [EMAIL="francoise.clemes@ee.co.uk"]francoise.clemes@ee.co.uk[/EMAIL]

d123

diamonds wrote: »

Call Ofcom (0300 123 3333 or 020 7981 3040)
and log a complaint against T-Mobile as you have already tried with T-Mob but got nowhere. Get your complaint reference number from Ofcom and email the chief executives office olaf.swantee@ee.co.uk

and the T-Mob person in charge of complaints [EMAIL="francoise.clemes@ee.co.uk"]francoise.clemes@ee.co.uk[/EMAIL]

The possibility of user error does exist as "My T-Mobile" does update in real time (or did up to my last use of it a month ago), it might be worth the OP actually getting someone to check they are using it correctly.

It would be helpful to also check the numbers the OP is calling to run up £20 of charges, they could be calling out of allowance numbers.

diamonds

d123 wrote: »

The possibility of user error does exist as "My T-Mobile" does update in real time (or did up to my last use of it a month ago), it might be worth the OP actually getting someone to check they are using it correctly.

It would be helpful to also check the numbers the OP is calling to run up £20 of charges, they could be calling out of allowance numbers.

If you logon or text T-Mobile should sent accurate info, maybe they merged the system into Orange's old one LOL that fault was ALWAYS common place on Orange - that's my guess, you have been moved onto Orange's France Telecom antique billing platform.


T-Mobile customers seem to be getting moved to Orange software and they are getting the problems Orange customers got since France Telecom UPGRADED such system a decade ago, EE(4G) customers are getting T-Mobiles old software billing platform backhaul systems.

karenw

Okay I have another update lol

I rang t-mobile to complain again cos now my unbilled balance is £40 :eek: I told them that there software is rubbish as i'm not getting real time balance updates on my t-mobile or when i text for my balance, to which they replied saying that it takes 24 hours to update a balance, but as a good will gesture they would knock £20 off my next bill and that they are rolling out a new system where they subscribe you and then send you weekly updates on your balance and let you know if you have gone over your call allowance.To me that's pretty pointless cos it's restricting you using your minutes

To the poster that said it was user error i thought the same then got my sister to keep an eye on her minutes and she is having the same problem, we also checked what numbers we are dialing and all the numbers we ring are included in the plan (01,02,03 and any uk mobile) we have been on this plan just short of a month and was told we would have to pay to get out of the contract

karenw

Just to add, i did a quick 1 min test and rang my sister for exactly 1 min and 10 mins later checked my balance on my t-mobile and the minutes were exactly the same as before i rang her

d123

karenw wrote: »

we also checked what numbers we are dialing and all the numbers we ring are included in the plan (01,02,03 and any uk mobile) (

Just be aware that not all numbers you might consider as UK mobile (07xxx) numbers are included in allowances.

karenw

d123 wrote: »

Just be aware that not all numbers you might consider as UK mobile (07xxx) numbers are included in allowances.

This is what is included in my £21 a month plan. I only ring people in the uk on mobiles and uk landlines beginning 01,02,03

Pay monthly 21 (24 months) standard
Your plan includes:
100 minutes
Your minutes and texts are from the UK to UK mobile networks, voicemail, 08 numbers and numbers beginning 01, 02 and 03 (excluding Jersey, Guernsey and Isle of Man).
500 texts (but i actually have unlimited texts)
Your minutes and texts are from the UK to UK mobile networks
1000 MB web surfing and e-mails

diamonds

Yes CONFIRMED by EE staff on a call - Orange and T-Mobile backhaul systems have now been clumped together under one Merlin login system, the faults now causing T-Mobile systems customer havoc are the Orange software "revenue earning" *bugs*.


T-Mobile customers be prepared for the computer to automatically start charging you extra amounts like the France Telecom Orange system was automatically designed to do by trawling accounts and automatically applying these charges, its most popular is applying a non direct debit charge EVEN when retentions agree such non direct debit charge as a upgrade agreement, or the "your group" which will now non d/d fee bill per user even though it is not meant to.

France Telecom's SUPERIOR implememnted billing system will start applying it every few months and every few months you will need to call again.

There are other charge that will pop up, you have been warned CHECK YOUR T-MOBILE BILLS recent, now and ongoing people!

karenw

diamonds wrote: »

Yes CONFIRMED by EE staff on a call - Orange and T-Mobile backhaul systems have now been clumped together under one Merlin login system, the faults now causing T-Mobile systems customer havoc are the Orange software "revenue earning" *bugs*.


T-Mobile customers be prepared for the computer to automatically start charging you extra amounts like the France Telecom Orange system was automatically designed to do by trawling accounts and automatically applying these charges, its most popular is applying a non direct debit charge EVEN when retentions agree such non direct debit charge as a upgrade agreement, France Telecom will start applying it every few months and every few months you will need to call again.

There are others, you have been warned CHECK YOUR T-MOBILE BILLS ongoing people!

I'm a bit confused as to what exactly that means. I'm blonde lol

karenw

Just to add my sisters unbilled balance is £44 this is disgusting that t-mobile get away with this as you are lead to believe you're within your call allowance still.