t-mobile flext - warning and advice needed

bubble96

hi, have just sent this complaint to t-mob:

hi, i recently joined a flext package. i have just recieved my first full bill through and was shocked to find some unexpected charges. i bought on this price plan because of the 'flexibility' of it. i have been charged extra for premium rate calls and for internet. when i asked about what it covers in the shop (the link, southampton) i was told everything, i assumed this meant internet, and you also state calls to any network anytime, surely this covers all calls? and if not then where does it say?? surely the purpose of flext was that it was adaptable to any user to be able to do whatever they wish. an allowance refers to an amout of money that can be used freely, i chose to use gprs and premium rate and have been penalised. i feel this is unfair, especially as you dont say anywhere about premium rate calls. Your whole advertising around this package has been about freedom to choose, when actually it is not. i feel a bit cheated and decieved. i would appreciate a speedy response. thankyou

was wandering if anyone has had a similar problem or has any advice about my rights. i have also phoned them and they have said two things that i am unhappy with,
1. they denied responsibility saying it was the link that should have informed me better (i do agree, but it is not their FULL responsibility)
2. they assume that everyone knows premium rates arent included, thats why it doesnt state that it excludes premium rate.

cheltgirl_2

Hi, I have recently been thinking about signing up to the flext package from t-mobile. I have found that in their terms and conditions it does state that internet and premium numbers will be charged for and it gives a table of the amounts.

Im sorry to say that I think t-mobiles argument in your case will be that "its in our T&C's" which you must have signed to get the contract.

Sorry this does not sound very helpful for you.

bubble96

Hello,

Do you have a link to that please? Couldnt see it clearly. Also, I didnt buy online I bought from the link who said all calls were included (nothing about no internet usage or premium calls).

Just thought 180 quid allowance was for anything. Why does it matter what you spend it on when its an allowance??? Just take it off the total!

You get text updates with your allowance but they never say what your bill is...

jnm21

I'd have to agree that the link is your only chance, but they'll not accept anything - you'd likely have to take it to court, but then you have no proof (assuming you didn't and don't record the sales patter). I'm not surprised - I often stand in the Link & enjoy the stand up comedy!

cheltgirl_2

http://www.t-mobile.co.uk/Dispatcher?menuid=pas_pp_special_number_charges_pm

Hope this helps, its priced per minute in most cases

HugoSP

There are a lot of muppets in the sales force in these companies. they will simply say anythng to get the sale.

I have found this with several outlets. My advice is to ask them to back up what they say. Don't take their word for it they are simply desparate to make commission.

I would write a letter of complaint to the Link branch and copy it to head office, stating that you would like some compensation equal to the overcharges you have incurred as a result of the mis information they have given you. State the chap's name as well. The date and approximate time of the sale.

The HO dept should be sent to the CEO. Find out his name and send it Special Delivery.

I suspect yours will not be the only letter of complaint. Any responsible CEO will order an investigation into selling practices at that branch, especially if you provide them with all the information.

When taking matters this far I try to provide a timeline with accurate dates and other info.

H

utilitybroker

If your look at T-Mob site.They say

"Our new Flext plans adapt to you. You get a monthly allowance to use for calls, texts, voicemail and picture messages to any UK network at any time."

No mention of Internet. Or Premium rate numbers.

The Link mislead you when selling you the mobile.You need to pursue them.

I am surprised that some of their Sales Staff know time of day,let alone features and benefits of Mobile Packages.