T-Mobile Contract - Bought Instore (less than 24 hours)

sho_me_da_money

Thanks for the addresses pullips.

I tried to contact the store and asked them to change me over to the new plan and they gave me the same sh*t that we are unable to transfer you from a 24 month contract to an 18 month one. So I've emailed the following to the addresses you posted:

Dear sirs,

I write with regards to a new contract taken out less than 24 hours ago. Yesterday, my wife took out an additional line/contract on her existing T-mobile account from a T-Mobile store - Trafford Center, Manchester, United Kingdom.

For verification purposes, my mobile number is ******* and the account holder is *********

Since purchasing the contract, I am dissappointed to find out I was misinformed about the details of my plan, which has subsequently led me to pay an extra £413.94 at the end of the contract term.

Before signing the contract, I explicity explained my requests to your CSR. My request was to be signed up for a contract that offered me the best options for a home/business user. The handset I was interested in was a Blackberry 9700. I told your CSR (****) that I use on average approximately 600 minutes per month (local and International to the USA)), approximately 400 texts and that I am a heavy internet user.

As I was 50/50 on the international usage, your CSR recommended that I take out the following plan initially and then updgrade to a FLEXT plan at a later date should I wish to do so:

Combi 35 - £35.00 BIS Blackberry Booster - £5.00 (unlimited internet in his own words)
Fonesafe Insurance (£8.99 per month)
24 months FREE Handset

Total = £48.99 x 24 = £1175.76

I later found out (less than 24 hours after purchase) that my web usage was a chargeable rate under the Combi 35 plan. I was explained by your telephone advisor, this charge would not exceed the maximum of £1 per day. Alternatively I could opt to choose an additional booster (web booster addon) for £5.00 per month that would give me unlimited mobile internet. I opted for the latter, which brought the new total to £53.99 per month

New term total = £53.99 x 24 = £1295.76

After being messed around, I decided to conduct my own research and am shocked to find that my original purchase was a complete farce. I can only conclude this was a deliberate act of misdirection/misselling. My reasearch has revealed that the CSR could have offered me 2 other plans that would have saved me money and more importantly met my requirements:

Option 1

Combi 35 + Internet (unlimited) = £36.00 per month
BIS Blackberry Booster - £5.00 (unlimited internet in his own words)
Fonesafe Insurance (£8.99 per month)
18 months FREE Handset

Total = £49.99 x 18 = £899.82

Total saving for me = £1295.76 - £899.82 = £395.94

Option 2

Flext 50
BIS Blackberry Booster - £5.00 (unlimited internet in his own words)
Fonesafe Insurance (£8.99 per month)
18 months FREE Handset

Total = £63.99 x 18 = £1151.82

Total saving for me = £1295.76 - £1151.82 = £143.94

The final nail in the coffin came when I asked your telephone advisor to upgrade me to the Flext 50 plan. Unfortunately they were unable to do so as the Combi 35 is a 24 month term and all Flext plans are 18 months! (this was the complete opposite of what your CSR told me - see above)

I followed up my issue by contacting the store this morning and spoke to a CSR called *****. ***** consulted his manager and said, they were unable to change my plan to a FLEXT and/or do anything about this - "you'll just have to stick with it".

Considering the fact my wife has been a loyal customer of T-Mobile for 3 years, the fact we raised this complaint less than 24 hours after the purchase, the fact we would like to change our plan based on the misselling and "slamming" strategy of your employee, I am absolutely disgraced about how our matter has been handled.

I have been legally advised to redirect this complaint to yourselves before taking further action. I would hope this issue is looked at seriously otherwise I would have no choice but to contact Otelo/CISAS with a move to potentially litigate.

I thank you very much for reading and look forward to your reply.

Regards,


*** ******

Let's hope something happens for me. Are there any other points I should mention?

eranou

i dont think you actualy have been mis-sold the contract as you were advised what you were getting and you agreed to it its a shame that there were better deals but you should learn to do your research before signing a contract

greigster

eranou wrote: »

i dont think you actualy have been mis-sold the contract as you were advised what you were getting and you agreed to it its a shame that there were better deals but you should learn to do your research before signing a contract

What rubbish,
If you ask them to advise you on what is the best plan to suit your requirements, they should show you a number of plans that are possibly suitable and let you choose.
I don't believe that they should tie you into a plan that is more expensive as they have then not sold you a plan that is best for you. That is mis selling. They are abusing their position.
This is no different to the mis selling of insurance policies or mortgage protection.
You rely on the staff of the shop to be honest and not just trying to boost their commision. In this case the member of staff had an ulterior motive or showed a dereliction of duty. If this had been an elderly person who had been sold a contract that was not best suited to them would you say well you should have done your own research before signing?
These rules apply to us all. I am sure that those higher up this company`s ladder would not want their staff to be seen not to be doing their best for their customers.

sho_me_da_money

greigster wrote: »

What rubbish,
If you ask them to advise you on what is the best plan to suit your requirements, they should show you a number of plans that are possibly suitable and let you choose.
I don't believe that they should tie you into a plan that is more expensive as they have then not sold you a plan that is best for you. That is mis selling. They are abusing their position.
This is no different to the mis selling of insurance policies or mortgage protection.
You rely on the staff of the shop to be honest and not just trying to boost their commision. In this case the member of staff had an ulterior motive or showed a dereliction of duty. If this had been an elderly person who had been sold a contract that was not best suited to them would you say well you should have done your own research before signing?
These rules apply to us all. I am sure that those higher up this company`s ladder would not want their staff to be seen not to be doing their best for their customers.

Thank you very much my friend. In hindsight, I should have conducted my own research prior to taking out this contract however, as a consumer, I left that to the advisor hopeing he would be able to listen, advise and place me on the best suited plan. In all honesty, my issue isnt about saving money. I am happily ok paying the original sum (which is stupid of me to say I guess). The thing that has really cheesed me off is the fact that I was told a few things that were pure utter lies. I would like to have upgraded to a Flext plan eventually for USA calls- and I cant. Instead if I ever opeted for international calls in the future, the best I can do get on the Combi plan is a) £1.20 per minute or b) pay an extra £5 per month for yet another booseter that would lower my charges to 15p per minute. If I was on Flext - I would automatically be allowed to use half my flext allowance for calls to USA without any additional charges. However, due to his lies or lack of training, I am stuck on this cack plan. If TM said to me - Jay pay us £1295 and well put u on flext 50 for 18 months - Id do it. If TM said to me - Jay pay us £1295+ additions and well put you on flext 50 for 24 months - id do it The fact is that his misselling strategy has really affected how my divesity for future changes as well as the horeendous additional charges. Im sorry but I felt he pressured me into a deal that benefited his commision stake as opposed to looking out for the customers best interest. The other fact to note is that I am NOT returning the phone and/or cancelling the contract. Im happy to pay more, but I want the plan that suits me best. The problem is TM do not have ANY plans for FLEXT on 24 months, so there is no way I can be transferred. The other fact to note is that its been less than 24 hours, which again doesnt show that I used the phone, killed it, abused it, and sent it back for pure joy. Had I of used it for 14 days or more, then fair enough. But its not even been 1 fricken day in my case. My case is legit. I was told A and I got B. I later found out that I couldve really had A+ (CSRs job) but I still got B. Why the hell should I settle for that?

Ialwaysgetdone

If it is mis-selling (conned in other words), and I would agree that it is, isn't there anything that can be done legally about that if all else fails?

sho_me_da_money

From what I have been reading, you have to log the complaint with store, failing that, contact the complaints team (above email addresses). If they still refuse to play ball take up up with the 2 goverment bodies mentioned in the last paragraph of my letter to them.

I have sent the email and have received an automatic reply stating that the complaints department will be investigating and will contact me within 5 working days. So ill give them till Friday night before contacting them again.

However, if there is anyone out there that has been in a similar position, had success/failure with a similiar matter, please let me know.

I look forward to your replies.

Thanks

Ialwaysgetdone

Any luck with this? I'd be interested to know how it turns out (also bumps the thread back up)

Hintza

But OP you are comparing a 24 month contract with an 18 month contract. I am slightly surprised the 24 is a bit cheaper than the 18 .