Help with refund, fraud acc t-mobile

lovesavingmoney

This may be long, but any advice very much appreciated!!

I have been with t-mobile for just over 18 months. I have one account, and 2 phones, one for me & one for hubby. Pay by DD every month.

Last month my card details were copied/stolen - not really sure - but used. One transaction was £600 of someones mortage , which my bank refunded within days. The other was £2 then £272.28 with t-mobile. Obvious someones opened an account, as £2 was refunded so that's theor 'credit check'.

As I'm a customer of t-mobile, my bank will not refund. Called t-mob on 19th aug, guy looked into it & confirmed a fraudulent account had been opened. It had now been suspended, and would be investigated. I'd have to wait 14 working days for refund - yep THREE WEEKS!!!

Called 11th Sept, to be told still being investigated, and could be another 8 weeks before it was closed!!! :eek: Not happy!! After being told no managers or supervisors around... :rolleyes: eventually, got put through to one - who I'm not sure he actually is, as he doesn't seem to know anything. I've had to correct him on a few things.

He advised it was not properly logged first time, & he would do it. I would have to wait another 14 working days, as that's how long refunds take.

Called today, to check it's all being dealt with, (as by this point my confidence in them has gone!!!) After an hour & a half waiting to be put through to this 'supervisor', he informs me they still haven't received a copy of my bank statement as requested... It's never been requested!!! And seeing as I've only been dealing with him for the last 3 converstations...

Anway, sent it over, and then advised him, he had promised me I would have the money back by next Fri. His response 'Oh, I'll tell you what I'll do - I'll credit your account with £50'. Great, but from next Fri me & hubby, who work as self employed childminders, finish work for a month, due to our baby being due on 7th Oct - so no income. I need the £272 refunded to be able to get through a month of no income!!!

I'm now lost. Bank won't help, t-mobile keep delaying, I just want my money back!!! All the guy at t-mobile keeps telling me is 'I know it's not your fault - but it's not ours either!!!' :mad:

Please, can someone help me get my money back from them.... It's sooooo not fair I'm nearly £300 out of pocket. 38 weeks pregnant & stressing is not good for me!!

Thanks

DarkConvict

Refunds can be done much quicker than 14 working days, and i believe you have been as patient as possible now. It seems you have given both ample time and information to T-Mobile to resolve this.
It would now been time to start asking both for compensation and preparing a LBA (Letter Before (court) Action). This generally will get them to stop messing around. They have already admitted it was fraud so there should be no hassle in returning the funds.
If you could get this in writing, then the bank may help before T-Mobile does.

As always, i advise you wait and gather some more feedback from others on this topic.

P.s. Maybe worth posting here too - http://forums.moneysavingexpert.com/forumdisplay.html?f=173

lovesavingmoney

Thank you - have posted in consumer rights section too. How do i go about doing a LBA?

I have today mentioned I will contact the MD - Richard Moat, as it's getting beyond a joke. I wrote to all 5 MD's home address of Sky a few years back over an issue, and it soon resolved the problem!!

I got put on hold, and told they would try and get me to the top of the que... Hmmmm!

Silk

lovesavingmoney wrote: »

Thank you - have posted in consumer rights section too. How do i go about doing a LBA?

I have today mentioned I will contact the MD - Richard Moat, as it's getting beyond a joke. I wrote to all 5 MD's home address of Sky a few years back over an issue, and it soon resolved the problem!!

I got put on hold, and told they would try and get me to the top of the que... Hmmmm!

Hi,
If you want to email him I've got his email addy which I will Pm you with if you wish. also Russel Taylor the customer services director if you wish

Jon_01

It's normal to get the refund through your bank using the dd indemnity. They should be able to sort it same day or next.

lovesavingmoney

Jon_01 wrote: »

It's normal to get the refund through your bank using the dd indemnity. They should be able to sort it same day or next.

It wasn't a direct debit though - it was a debit card transaction. I think, from what I can gather, that as I am a customer of t-mobile, they are assuming I have given them my card details at some point...

Not really sure though!

And thanks Silk - have pm'd you!

Jon_01

Sorry, misread. Yes, in a company to size of T it shouldn't take that long to process a refund.

lovesavingmoney

Try telling that to the call centre staff...! :rolleyes:

Silk

lovesavingmoney wrote: »

And thanks Silk - have pm'd you!

No probs,
Replied now ...good luck with it

carrieparkinson

lovesavingmoney wrote: »

Try telling that to the call centre staff...! :rolleyes:

t-mobile call centre staff do read these boards ..:rolleyes:

lovesavingmoney

carrieparkinson wrote: »

t-mobile call centre staff do read these boards ..:rolleyes:

That's fine by me! I'm not saying anything I haven't said to them on the phone - believe me! The guy who is apparantly dealing with it has been told a lot worse. I'm not rude or abusive - just stating facts!

But eveyone does know it doesn't take 14 working days - which translates into 3 weeks, to process a refund!!! Oh - and it's now been over 5 weeks...