T-mobile bad customer service

desumope

I recently renewed my contract with T-mobile, but because I did it one day too late instead of charging me my usual 14.50 they charged me 24.50 for the first month. So when I called to ask why, this very rude woman, among other things, told me 'if you don't understant what I'm saying I'm not explaining it to you', after I told her (i was being nice, honest) that I just wanted to know the exact billing dates and charges she said, 'if you don' understand english that is not my fault'. One hour later I called again and a very helpful guy told me that my first bill was going to be 24.50, my second 4.50 to make up for the extra 10 and 14.50 thereafter, happy costumer.
I got my bill yesterday... should have been 4.50 but it was 14.50, so I called to ask why was that and I was told in a very condescending manner that 'it is your contract, you are not entitled to those 10 pounds back' when i told the lady that a guy in her team had said that to me, she basically implied i was lying, and that my claim was not valid. So i asked her to talk to her manager and he told me the same "fine" i said, "but can you tell me, why someone in your team gave me misleading information", so the manager said "i don't know, if someone in my team lied to you it is not my problem". he IS THE MANAGER, isn't that HIS PROBLEM?? So i don't care about the £10 anymore, is just why did the other guy nicely told me that my billing was going to be that way when it wasn't and why are T-mobile so reluctant to keep a costumer happy, just because I'm in a low-tariff, that doesn't mean i'm less of a person.

Tallymanjohn

You'll find t-mobile aren't alone in this sort of attitude - It's taken me nearly 4 months to get a £50 refund from O2 & previously, when on Vodafone, they kept trying to bill me for 3 months after I left them. Now, as a matter of course, my first question to any customer 'service' dept is "can I have your name please, including surname". Also, if it happens to be an overseas call centre then I'll keep on acting dumb, saying I cannot understand the person & asking for a supervisor - many times I'll get transferred back to the UK.

tim_n

To get your £10 back and more, simply write a letter, sent by registered post to their complaints department, giving a date of your call from the number you called, that you spoke to a rude lady first and a nice man second. Give them a date of when it happened and how that when you made your third call that you escalated it with the manager who didn't care, and of course the situation to cause so much agro. Then give them a date of resolution of approximately 20 working days to contact you. Sign and date it and save a copy for yourself.

You'll be amazed at the results - I got a written and spoken apology, my £10 back and a £50 freebie from t-mobile. Still cancelled my contract however.