Fraud refund from t-mobile

lovesavingmoney

Posted this in mobile phone section, but been advised to post here for some advice... Any appreciated!!

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