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Harassment from T-Mobile
Copy of email sent to T-Mobile Customer relations: This is a new account and therefore you expect a bigger first bill but!
Dear Sirs,
On May 5th 2010 at approximately 0815-0830 am I received a telephone call from 0845 4122 703. I answered this call with a ‘hello’ to be immediately spoken to by a young lady with a strong Northern UK accent asking me if I was the account holder.
I went through the usual T-Mobile questions to confirm that I was indeed the account holder.
As soon as this happened the young lady immediately became very, very aggressive towards me stating that I had not paid my bill. I asked if a direct debit had been set up and this was confirmed as correct.
Again, immediately, the young lady became very aggressive insisting that I pay an ‘outstanding’ balance. I stated that as far as I was aware there was no outstanding balance as I had set up a direct debit and as far as I was concerned this was sufficient.
Again the young lady became very aggressive stating very clearly ‘this will ruin your credit rating if you do not pay now’. I re-iterated that there was a DD set up, and that there should be no problems with the account and as far as I understood that was the end of the matter.
The young lady again stated, very aggressively ‘your credit rating will be ruined if you do not pay now’. At this point I became very upset and terminated the call.
I immediately rang customer services and checked if there was an outstanding balance and the automated system stated that there was a balance of £59 odd outstanding. I paid this immediately with my debit card.
My questions are:
1) Are T-Mobile staff trained to be this rude/aggressive?
2) Are T-Mobile staff trained to be bullies, even if there is no reason to be?
3) I requested a call back in the afternoon after receiving another call, this has not happened, why?
4) I have been massively upset by this and why should I remain a loyal customer?
I look forward to an early response to this query and a statement as to what T-Mobile will be doing to A) Keep me a loyal customer and
What retrospective steps will be taken to avoid this happening in the future.
Dear Sirs,
On May 5th 2010 at approximately 0815-0830 am I received a telephone call from 0845 4122 703. I answered this call with a ‘hello’ to be immediately spoken to by a young lady with a strong Northern UK accent asking me if I was the account holder.
I went through the usual T-Mobile questions to confirm that I was indeed the account holder.
As soon as this happened the young lady immediately became very, very aggressive towards me stating that I had not paid my bill. I asked if a direct debit had been set up and this was confirmed as correct.
Again, immediately, the young lady became very aggressive insisting that I pay an ‘outstanding’ balance. I stated that as far as I was aware there was no outstanding balance as I had set up a direct debit and as far as I was concerned this was sufficient.
Again the young lady became very aggressive stating very clearly ‘this will ruin your credit rating if you do not pay now’. I re-iterated that there was a DD set up, and that there should be no problems with the account and as far as I understood that was the end of the matter.
The young lady again stated, very aggressively ‘your credit rating will be ruined if you do not pay now’. At this point I became very upset and terminated the call.
I immediately rang customer services and checked if there was an outstanding balance and the automated system stated that there was a balance of £59 odd outstanding. I paid this immediately with my debit card.
My questions are:
1) Are T-Mobile staff trained to be this rude/aggressive?
2) Are T-Mobile staff trained to be bullies, even if there is no reason to be?
3) I requested a call back in the afternoon after receiving another call, this has not happened, why?
4) I have been massively upset by this and why should I remain a loyal customer?
I look forward to an early response to this query and a statement as to what T-Mobile will be doing to A) Keep me a loyal customer and
What retrospective steps will be taken to avoid this happening in the future. 'Just because its on the internet don't believe it 100%'. Abraham Lincoln.
I have opinions, you have opinions. All of our opinions are valid whether they are based on fact or feeling. Respect other peoples opinions, stop forcing your opinions on other people and the world will be a happier place.
I have opinions, you have opinions. All of our opinions are valid whether they are based on fact or feeling. Respect other peoples opinions, stop forcing your opinions on other people and the world will be a happier place.
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Comments
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a) nothing
b) make sure you keep up to date with your payments. when a DD fails the system automatically sends you a text to tell you that your DD has failed.
oh and the coversation sounds typical of the outbound collection teams. admittedly they shouldnt be so abrupt , but the warnings have to be given in the phone calls.. (i used to work on inbound collections for tmob. they arent trained to be rude or bullies but theres set things they have to advise late payers.does my bum look big in this sig?0 -
That is the collections team.
I missed a payment on my CC, the company had my details but their system was seeing using the old ones (they had to completely clear the account to fix it). But i did get a call from collections they couldn't see the notes that it was a system failure not a customer issue. They are terrible people to deal with in any company... although Vodafone were actually good in this aspect during a missold contract sure they rung up and stopped the phone service but they could see the notes and admitted they couldn't do anything but ring back to see if it got resolved, which in the end it was.Although no trees were harmed during the creation of this post, a large number of electrons were greatly inconvenienced.
There are two ways of constructing a software design: One way is to make it so simple that there are obviously no deficiencies, and the other way is to make it so complicated that there are no obvious deficiencies0 -
Thanks Carrie, but I didnt miss the DD!! It was a new account....'Just because its on the internet don't believe it 100%'. Abraham Lincoln.
I have opinions, you have opinions. All of our opinions are valid whether they are based on fact or feeling. Respect other peoples opinions, stop forcing your opinions on other people and the world will be a happier place.0 -
We're not on DD, and always pay late (cos I'm useless and forgetful!). They're never nasty with OH (his name's on the bill so they ring him). He just tells them when he'll pay and there's no issue. Have to say of all the mobile phone companies we've been with, their customer service is the best.******** Never be a spectator of unfairness or stupidity *******"Always be calm and polite, and have the materials to make a bomb"0
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I keep getting calls from 08454122750 , about 8 so far today , when i answer no one is thereVuja De - the feeling you'll be here later0
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I keep getting calls from 08454122750 , about 8 so far today , when i answer no one is there
System auto dialer, i though these were banned or at least had their usages restricted.
They basically know you need to be contacted so ring you, then if you pick up it connects you to a free agent, if their are none rather than sounding stupid and calling you to up you on hold it just cuts you off.Although no trees were harmed during the creation of this post, a large number of electrons were greatly inconvenienced.
There are two ways of constructing a software design: One way is to make it so simple that there are obviously no deficiencies, and the other way is to make it so complicated that there are no obvious deficiencies0 -
hmmm. if the dd wasnt set up at the point of signing the contract and directly with tmobile, its the luck of the draw if the 1st one goes through though. many a time i had to deal with carphone warehouse taking any details from a customer (even the ones from the credit check card) to set a dd up, not asking if it was the correct account etc.. or not even setting them up at all... know how u feel though, my 1st dd didnt go through and i got a phonecall from o/b collections asking 4 payment.... the call came through when i was on a break at work.... they had to laugh when i told them where i was....Thanks Carrie, but I didnt miss the DD!! It was a new account....does my bum look big in this sig?0 -
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