Help with T-Mobile

sabina1986

Hi guys,

Im a bit of a lurker here and love to read how you guys get your problems sorted, by knowing some of the things I should really have tried to learn.

I'm hoping you can help me with this one my husband took out a T-Mobile contract roughly 24 months ago on an 18 month contract, he signed up for a free phone flext 15.

However on reviewing the contract 10 minutes after leaving the shop near where we live, we realised he had been signed up to the 35 flex plan. We went straight back and asked them to cancel the contract because it was not as described. Instead the lad who had signed him up said he could put my hubby on a friends and family rate with 50% discount effectivley giving the flext 35 plan for £17.50 we were happy with this and all was fine.

When his contract was due up 6 months ago he wanted to cancel to get a new nokia, however after much tooing and frooing T-mobile said they would throw this in on a new 18 month contract if he agreed to stay.

He said yes providing the friends and family and £1 a day internet were to stay on and they agreed, so all was fine untill last month prior when he had a stupid bill for something like £178!!!:mad: This was all internet usage for, get this 1 DAY!!!!

We rang them and to cut a long story short they advised us to cancel the DD and as a gesture of goodwill they would remove the excess charges as it should have indeed been £1 a day capped. They said they would send a new bill and we could pay by c/c and at the same time reinstate our direct debit.

We did this and all was ok however on reciving the bill tonight they have removed the discount of 50% and on calling and asking why they said this had happened when stopping the DD and they could do nothing about it, my hubby advised he had been told to this by T-Mobile and they said he would have to contact the person at the store and get them to re set it up, He said this was silly as he didn't know the gentlemans name and futher more if he even worked there still!!!

They said they will look ino but there are no guarantees and he will most likely have to pay full cost from now on, of course he can't cancel his contract as there is still another 12 months to run.

Should we let this lie? Is there anything we can do if they say they won't add it back on? Perhaps he's covered under a law or act for this type of thing? I dont know where to start but I know you guys will! :j

Any help would be gratefully recived many thanks in advance.

sporedude

Nope, No laws cover this, The F+F discount comes off when you cancel the direct debit, You would have recieved an SMS to warn you, So dont use the "Oh we didnt know" malarky. Youl either have to befriend a T-mobile employee, or let it slip.

sabina1986

But thats exactlythe problem we never recived anything from them a text, a call or a letter otherwise we would have been on it like a shot. Futhermore we never cancelled the DD on impulse we were told to by T-Mobile?

sporedude

The whole F+F situation has changed, it cant be added on from customer service now

try

[EMAIL="cust.rel@t-mobile.co.uk"]cust.rel@t-mobile.co.uk[/EMAIL]

Usually good with complaints.