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T-Mobile Complaint - Advice Needed
Good afternoon MSE'ers!
I'll try to be as to the point as possible with this one, as it's been ongoing for quite a while now and T-Mobile have resorted to ignoring us.
We requested a cancellation of a contract in November 2008, which continued to run untill April 2009 when we audited our bills, T-Mobile say because they called us with a retention deal (which we did not take, and asked to continue with the canx) we are liable.
In April 2009 we requested the canx again, and cancelled the DD, when T-Mobile passed the debt to a collections agency. After many useless calls I finally got through to a manager in Milena, who advised us if we pay off the £20 debt with the debt collection agency, they will be able to reactivate our account and then credit back all of the charges between December-April, as they had records we requested the canx, and it should not of been stopped by the retentions advisor.
So, we paid, I then emailed again saying we had, and we want to claim the money. We got called by a lady in the directors office who was just horrible in general, attempted to create no repour and just said it is how it is, we pointed her to the phone call with the manager, which, aparently there was no notes on the account about the credit. This lady agreed to pull the call records and listen to it.
48 hours later a call was recieved from the very angry advisor saying I quote "You shouldn't be getting this money back it's only because of one of our foreign call centres getting it wrong". Fine, aslong as it's resolved I don't care. This was in Mid June.
After this, we have sent a total of about 4-5 emails, which we've not recieved a single reply. To normal customer services, directors office, and I've even tried to email a director directly from there website.
Tried to call up T-Mobile who just advise us to email, when saying we recieve no reply they just hang up.......
What can I do?
Edit: I already tried to contact T-Mobile about there ADR Scheme, emailing the emails on the documentation about it on there website. There is three, 1 which doesn't exist and no reply has been recieved from the other two.
I'll try to be as to the point as possible with this one, as it's been ongoing for quite a while now and T-Mobile have resorted to ignoring us.
We requested a cancellation of a contract in November 2008, which continued to run untill April 2009 when we audited our bills, T-Mobile say because they called us with a retention deal (which we did not take, and asked to continue with the canx) we are liable.
In April 2009 we requested the canx again, and cancelled the DD, when T-Mobile passed the debt to a collections agency. After many useless calls I finally got through to a manager in Milena, who advised us if we pay off the £20 debt with the debt collection agency, they will be able to reactivate our account and then credit back all of the charges between December-April, as they had records we requested the canx, and it should not of been stopped by the retentions advisor.
So, we paid, I then emailed again saying we had, and we want to claim the money. We got called by a lady in the directors office who was just horrible in general, attempted to create no repour and just said it is how it is, we pointed her to the phone call with the manager, which, aparently there was no notes on the account about the credit. This lady agreed to pull the call records and listen to it.
48 hours later a call was recieved from the very angry advisor saying I quote "You shouldn't be getting this money back it's only because of one of our foreign call centres getting it wrong". Fine, aslong as it's resolved I don't care. This was in Mid June.
After this, we have sent a total of about 4-5 emails, which we've not recieved a single reply. To normal customer services, directors office, and I've even tried to email a director directly from there website.
Tried to call up T-Mobile who just advise us to email, when saying we recieve no reply they just hang up.......
What can I do?
Edit: I already tried to contact T-Mobile about there ADR Scheme, emailing the emails on the documentation about it on there website. There is three, 1 which doesn't exist and no reply has been recieved from the other two.
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Comments
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Bumping this to the top, any advice appreciated.0
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I can see by your post that you are getting nowhere fast with TM. All telecoms have to belong to either OTELO or CISAS, these are where you take your complaint for adjudication when you have reached the end of the line or have been in dispute for 12 weeks and over.
TM are members of CISAS, http://www.cisas.org.uk/index.asp
You will need all details of contacts and copies of correspondence but I am sure by your post that you have this. It may be an idea, 'a passing shot', to write to TM and inform them that you are taking the complaint to CISAS as they will have to pay a charge, you will not, for the CISAS service. They may decide to settle your problem away from the adjudicators, or may not! It's worth a try.
Good luck.
:beer:0
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