T-Mobile issue

littlemiss8084

Hi

I am looking for a bit of advice. I got made redundant last year and found myself unable to pay my T-Mobile phone bill. I called T-Mobile after receiving a letter stating my line was due to be suspended and they advised me it had been referred to BCW and that I would need to contact them to make a payment arrangement unless I could clear the balance within 7 days. As I did not have the money could not do this so enquired what would happen if I paid in 3 installments to BCW, they advised me that as soon as the balance was cleared I would be able to have my line back and I would be entitled to my upgrade if it was due by then. I set up the payments with BCW to be taken by DD from my bank account with the final payment being due on 1st February 2010. Last week I found I had the money to pay it off early so called T-Mobile to confirm that should I pay my final payment off to BCW on that day I would be able to have my line back. The person I spoke to said that my number had been transferred to pay as you go to protect the number as usually the lines were just disconnected for non payment, but as I had stuck to my payment agreement I would be able to be reconnected to contract within 7-10 days of making the payment. I called BCW and made the payment for the outstanding amount. Monday I called T-Mobile to enquire why I could not see my online bill (had received an email saying it was available to view), only to be told that I would not be getting my line back also received a letter dated the day after I made my full payment to inform me I had been transferred to pay as you go! I asked her to clarify this was correct and mentioned the persons name who had given me the information on Thursday. She put me on hold and came back a couple of minutes later to say actually I could be reconnected but would need to be re-credit checked and even if it was declined their credit approvals team would override it and let me be put back on contract, so we went through the credit check process (it is now showing on my credit report that they have credit checked me!). While she was waiting for it all to go through she helped me select an appropriate tarriff and was complimenting me on the phone I had chosen as an upgrade even going as far to confirm that it could be delivered the next day! As the credit approvals team hadnt read her email confirming what she had done by this point she asked to put me on hold again. I said this was ok, and waited. When she came back on the line she informed me that she had "bad news" she had been told the wrong information, this was not the way to do it and I would need to write to their credit referrals team to follow this up. I have now written to their credit referrals department and am awaiting a response...

I am quite annoyed firstly I was given wrong information by a number of people I realise I need to pay but if I had known I wasnt going to be reconnected would have rather paid final installment when it was due after pay day. Secondly I have been put through a credit check for no reason. Is there anything further I can do about this?

Jenny

littlemiss8084

bump... Anyone any advice would be appreciated.

Thanks

GemJar_2

You said you'd be due for an upgrade soon? I'd rather move companies, T-mobile did pretty much exactly the same thing to me, the service is awful and they don't seem to know their heads from their... well I'm sure you get the picture.

littlemiss8084

Wish I could, but doubt I would get a contract now as my credit rating is pretty shocking due to a number of financial problems last year which I am pleased to say are getting better Thanks though.

Oh and despite my handing the letter in personally to the address they gave me, they claim not to have received it so guess that means I will be waiting a while for this to be resolved.

oldpesky

Hi littlemiss, I'm going through similar steps with t-mobile at the moment. How did you get on in the end? Did the referrals team ever get back to you, and what was the outcome?

Old pesky