T-Mobile complaints process?

diamonds

a official Ofcom complaint reference number will get T-Mobile/EE to sort the issues out and refund you anything caused by their own issues/faults, you cant be expected to pay for their incompetence.

karenw

d123 wrote: »

No, you have a contract, I don't think I can recall the contract stating T-Mobile will keep a live check on your minutes used.

If you wish to leave, expect an early termination charge.

I'm actually happy to stay on the contract if they sorted this bloody balance update out. I did have a few teething problems at first with the no service message but that seems to have sorted itself out for now lol

karenw

diamonds wrote: »

a official Ofcom complaint reference number will get T-Mobile/EE to sort the issues out and refund you anything caused by their own issues/faults, you cant be expected to pay for their incompetence.

Another update lol

My sister rang t-mobile to complain about the balance update problem and about the £44 extra charge. After threatening to leave they said as a one off they will knock off the £44 so she will only have to pay her monthly plan of £21 this month at last a result lol :T

Now i thought i would ring up and do the same as it's the same problem i'm having - well here's what they said to me lol we can't knock off the £40 but we can give you 200 mins extra every month for free for the rest of your contract for the inconvenience as they are aware of the balance update problem. I'm still not happy that i have to pay this extra £40 tho. Should i still write to Ofcom? or try complain to t-mobile again?

karenw

Also when i log in to my t-mobile app on my phone it says i have 98 mins call allowance then it says underneath 157 mins call allowance and i haven't called anyone since they upgraded my mins so i'm even more confused lol I was told the extra 200 mins would be on top of my 100 mins

eljmayes

Is the Olaf Swantree email valid?

d123

eljmayes wrote: »

Is the Olaf Swantree email valid?

Unless its been deactivated in the last few days, yes.

eljmayes

d123 wrote: »

Unless its been deactivated in the last few days, yes.

Thank you.

Jon_01

eljmayes wrote: »

Is the Olaf Swantree email valid?

But it goes to the Exec office not to him, of course...

diamonds

But it goes to a dept who can take action, the rest pass the buck, you know this!

enigma05

there's a guy in customer services who really knows what he's doing. A friend who had some bill disputes was also helped by this guy. He's name is robert he was a filipino very easy and light to talk to. I tried so many times to have the issue addressed managers and advisors from different contact centre offered no help as they are unable to figure it out as how the bill generated for june amounted to 3,000 pounds when i did my part to have it reported to them that my partner stoled the phone contract and dialed international lines to make me suffer for it i pleaded to different advisors and managers but they bluntly offered the expression you use it you pay for it, we're not accountable! but this guy genuinely enough listened to my side an looked throughly about the facts and went even the extra mile in contesting the issue with somone higher than a manager. Even if the call went on fir almost two hours, this guy simply never gave up and ruled out that there's a credit limit enforced in each account that should have prevented that issue and thus it should not make me fully accountable for it. If I am to detail more about this guy, an agent who only gets 8 pounds a day on average but has a heart for customers and seriously understands what is the definition of customer service. And I can never forget what he said with me that "the concept of the job is all about finding the right person"