T mobile complaint help please

ste_86

hi guys,
right i wrote a letter to t mobile about two months ago, as my internet dongle had broke twice in 3 months and they were still charging me for internet, i tried to get a refund but was refused by staff and told to complain. anyway wrote a letter the lady replied from t mobile asking me to ring an 0845 number an leave my details, i done this and two months later no reply, i still have the broken dongle but i am now out of pocket and really angy at t mobile, is there anyone else i can complain to, i quoted sales of goods act but got laughed at by call centre staff ARGGGHHH

very frustrated
Ste

deano23285

cancel the direct debit and contact trading standards

DarkConvict

You need to place the account in dispute before cancelling the DD, failing to pay will put you in default of contract and be costly.

gjchester

ste_86 wrote: »

hi guys,
right i wrote a letter to t mobile about two months ago, as my internet dongle had broke twice in 3 months and they were still charging me for internet, i tried to get a refund but was refused by staff and told to complain. anyway wrote a letter the lady replied from t mobile asking me to ring an 0845 number an leave my details, i done this and two months later no reply, i still have the broken dongle but i am now out of pocket and really angy at t mobile, is there anyone else i can complain to, i quoted sales of goods act but got laughed at by call centre staff ARGGGHHH

very frustrated
Ste

Unfortunatly in the case of all mobile contracts the hardware (phone or in this case dongle) and the airtime are two contracts.

You cannot simply cancel the airtime contract if the dongle is lost, broke, stole or eaten by the dog.

However the Dongle should have a warranty and you should be able to get it repaired or replaced under that.

You don't say how it broke, that will have a bearing on the issue, if you damaged it then it's your fault, if your laptop can't connect (say driver issues), but the dongle works fine in another PC again thats your fault (although you should get help with it form TM support side) but if it broke of it's won accord and went faulty you should get the hardware repalced.

Try calling to get the dongle replaced under warranty, thats probably pretty easy to do, but you are extremely unlikely to get the contract cancelled.

As DarkConvict says DO NOT cancel the DD, it can be seen that you are defaulting on the contract and you may be charged early termination fee's/

ste_86

sorry guys it was a pay an go dongle, i have already had it repaired once and replaced once it the fact that their customer service is disgusting and of no help at all, think i will contact trading standards though

thanks guys