T-Mobile Bad Customer Service

SabrinaJayneCox84

Today I have received what I beleive to be very poor customer service.

During a break in at my home on December 19th my laptop and internet dongle were stolen. After arriving home from a weekend away to find the mess and destruction left by the robbery I reported this matter to the police. Both the local police and crime scene investigation attended and the place was dusted for finger prints. This went quite late into the night.

The following morning I reported my dongle missing to you ensure the conection had been cut and later that day paid £30 to replace it at my local T-mobile store.

Early this month I was shocked to learn that the sim from that dongle had been used to make calls andsend texts from its theft on the saturday until I reported it stolen on Monday. When I spoke with customer service about this I was told to send a copy of my police reference number in and an adjustment would be made to my billing.

Today 14/01/10 I have recieved a call to tell me I am still liable for the cost of the thief's calls and texts. how can different departments give out such different information?

This is certainly not something I can afford to pay in one instalement as I had many extra costs following the burgalry ahead of christmas. Following this poor customer service I now plan on taking my business elsewhere.

But can they really make me pay this?

OneADay

Sorry to hear about your problems.

Give t-mobile the information they want. Also inform the police the sim was used and they should logically (at least I would if I was working for the police) investigate those calls.

I would then write to T-mobile formally informing them of the problems and hopefully they will give you some options (not least to not charge for the usage made by the non entities who committed the crime).

Colliefrog

Normal practice is that you are responsible for any charges up until you make T-Mobile aware that it has been stolen.
When they called to tell you that you are still liable for the charges did you tell them about your previous conversation? What did they say?

SabrinaJayneCox84

Thanks for your reply. I gave T-Mobile a scanned copy of the police reference number and form. The call I recieved today was following that. They say that I am liable for all calls made on a stolen number up until the minute you report it stolen. The thing is, because it was an internet donge, and used properly within it's contract just for internet all the calls and text logged on there were made by the thief as it has never been used in a phone before. (Which I hope strengthens my case!)

I wonder if this is the case for those who have their phones stolen out of pockets and bags?

I have filled in the 'contact us' form on T-mobile's website so I will post the outcome of this.

And.....I did give a copy of the record of all calls and texts made on the stolen number....after resisiting the urge to call any myself!

SabrinaJayneCox84

Colliefrong......They said they would be investigating the previous conversation.

When they say 'calls are monitored for training purposes' I really hope mine was!

So dissapointed in their customer service. I would very much like to leave my contract but that in itself has quite a buy out cost!

t_mob_insider2

Unless you took out insurance when taking out the contract the you are liable for calls made from the sim card until you reported it stolen. If you did have insurance then you would have been covered for up to £1000 worth of unauthorised calls. Could you not claim for these calls through your home insurance? ... Also get an itemised bill of calls made from the sim card from T-Mobile - as this surley would assist the police and get the low-life who robbed you.