fonesafe

glodh1973

i have had a contract with tmobile for a few months now and decided to get my daughter one i did it over the phone with tmobile and the guy asked me if i wanted insurance with it i said yes as it was for my daughter which was mentioned about 4 or 5 and the guy sorted it all out money has been taken out of my account etc for insurance and i got the welcome pack.. anyway unfortunately my daughters phone was stolen and i reported it to police and tmobile but when i have gone to try reclaim it off fonesafe they are saying i am not covered as it was my daughter and not myself using the phone... apparently i was meant to ring them and authorise her as a user in hind site i can see it in the tiny print in welcome pack... but what is so annoying is when i told the guy it was for my daughter he never mentioned anything bout this and he made it sound as if it was all sorted which to me it was as i have been paying it.. anybody else had any probs like this.

pinkshoes

if it was in the small print then i'm not sure there is anything you can do about it but why dont you try phoning up tmobile again and speaking to them about the situation and see what they have to say on the matter perhaps they will give you a refund on the extra insurance you have paid up to date because otherwise you will have been paying for a service that you couldnt use but if its a new phone your after then i'm not sure there will be much you can do given its in the small print which you were supposed to read.

dacouch

Ring Tmobile and politely ask them to listen to the tape where you advised the salesman that the phone is for your daughter and that he did not advise you this would be a problem / you would have to ring and authorise your daughter.

If they play up and you know your in the right send an "Official Complaint" about the matter, advise them if you do not receive satisfaction you will request a copy of their file and a copy of the call recording / transcript under the Data Protection Act (This cost betwen free and £10). Also mention that you will then take the matter to the Insurance Ombudsman.

(If you take it to the Ombudsman they will charge Tmobile circa £400 in fees even if the ombudsman rules in their favour so this often makes them see sense. The ombudsman will not take kindly to you mentioning the phone was for your daughter and the restrictions not being pointed out to you)