Help with refund, fraud acc t-mobile

carrieparkinson

i apologise for your situation .... it does seem dragged out but there has been a backlogue in fraud department (i know it doesnt help you and we do appreciate your patience with us) ... regarding refunds, frontline have to pass your account to a different department to get this initiated and most of the time it doesnt take 14 days for it to reach your bank account (or so im led to believe) we advise up to as it gets refunded back to the original payment method... (as in cheques take longer to process than a card payment). i sincerely hope that this issue is resolved shortly for you.

Cerenia

Also, doesn't the bank hold money for refunds to be cleared? My other half was meant to have a refund from the post office, they (PO) paid it back the next day, but Halifax had to hold onto it for 14 days before clearing it into his account.

Also (unrelated to t-mobile), I was waiting nearly 7 weeks to get my refund of 1.25k off Halifax, I was penniless (only got by by borrowing off family and friends) until my wages went in at week 5, and they tried to deny me having any of it as I was in debt to them!

lovesavingmoney

carrieparkinson wrote: »

i apologise for your situation .... it does seem dragged out but there has been a backlogue in fraud department (i know it doesnt help you and we do appreciate your patience with us) ... regarding refunds, frontline have to pass your account to a different department to get this initiated and most of the time it doesnt take 14 days for it to reach your bank account (or so im led to believe) we advise up to as it gets refunded back to the original payment method... (as in cheques take longer to process than a card payment). i sincerely hope that this issue is resolved shortly for you.

This is my whole gripe with them. I know it doesn't take 14 days. And I appreciate if paid by cheque, but this money was taken from my debit card, which takes 3 working days for the money to be available in my account when refunded.

The fact is that it's been over 5 weeks already, and apparantly still being dealt with - today I've been requested a copy of my bank statement, which I reluctantly sent. It's already been confirmed to me it's a fraudulent account.

A backlog in the fraud dept, must prove to the company, that there is an issue with the inital credit checks...

I shouldn't have to be penalised & out of pocket for this long - it doesn't take this long to resolve it.

Jon_01

lovesavingmoney wrote: »

A backlog in the fraud dept, must prove to the company, that there is an issue with the inital credit checks...

I shouldn't have to be penalised & out of pocket for this long - it doesn't take this long to resolve it.

The problem is that 'some' third party dealers will give anyone a contract with minimum ID (go in there with a used bus ticket and tell them a name and address, you'll get a contract if they want the commission). Its a major problem for the fraud depts of all the network (I know, I work in one). But the dealers do so much business no one will ever do anything about.

And no, you shouldn't be made to suffer for this problem. I 'think' T's fraud dept is 'off shore' that might be a factor in why it's taking so long to sort (but I don't know for certain)...

lovesavingmoney

Well, I have an update....

E-mailed the MD of T-mobile, and the MD of customer services. (I even e-mailed his personal home e-mail address...!) This was last night about 8.45pm.

Had a phonecall this morning from a very nice lady, at 8.35am. On the phone to her for about 10 mins. She had to speak to fraud team, which didn't open until 9am.

Had a phone call back from her just after 5 past 9, after she'd spoken with the head of the fraud dept. All being sorted now, and I will have my money back in my account within 72 hours... Have her name & direct phone number!

It's amazing how quickly issues can be resolved, when you have someone dealing with it who actually know what they are doing!!!

The people I have been speaking to, clearly do not have a clue, hence why over 5 weeks later, I was no closer to getting my money back through speaking to them!!!

Thing is, the MD's have the names of all the peopleI have spoken to, especially this one 'supervisor', who has just been useless!! Wonder if I'll get the phonecall back from him today that he promised... That'll be an interesting conversation!!

OneADay

Good to hear your problem is being sorted. But worth bearing in mind whilst things get resolved quickly if you go to the top of the tree, it usually means delays for others as the people prioritse your case over others. Buy hey thats not your problem :beer:

Silk

Good result
It's amazing what can be done when the right people get involved as you say !

lovesavingmoney

OneADay wrote: »

Good to hear your problem is being sorted. But worth bearing in mind whilst things get resolved quickly if you go to the top of the tree, it usually means delays for others as the people prioritse your case over others. Buy hey thats not your problem :beer:

I appreciate what you are saying, but due to the length of time it has taken to get nowhere, no phonecalls back, saying they haven't received stuff they haven't even requested, I think I have been more than patient.

It shouldn't have taken that long in the first place, had it been dealt with properly. The fact the lasy I spoke to this morning had it all sorted within less than half an hour, I can't really see how that will affect other people.

If anything, it might get the staff having a kick up the bum, and actually getting things going in the right place first time round. In the long run, that can only be a good thing, as it will actually speed up other peoples cases.

Most phone calls I have made to them have been at least 45 minutes long. It was 2 hours and 10 minutes yesterday!!

DarkConvict

Sweet, glad you got it all sorted.