T-Mobile Quandry

al_hunter

Hi. I've been with T-Mobile for a number of years. Last February (2009) I signed up to the Flext 35 contract because at the time they were offering it with a 10% discount, making the contract £31.50 including "Web 'n' Walk". I've regularly exceeded my bill, mainly through texts when abroad or calls to numbers not included in the allowance or texts from an external service provider.

Back in March I called T-Mobile to query why I was regularly getting charged larger amounts than I was expecting to pay (I'd expected to pay around £35ish a month and was being charged anywhere between £45 and £60). At the time I'd been locked out of my online account as I'd forgotten the password so having re-set this all I managed to comb through my bill. T-Mobile had claimed that the charges were due to an external text message service, charging at 25p a text. On first inspection this all appeared to be OK, however today I've just looked again at my online bill having now been told my latest monthly bill is £39. I happened to look at the plan charges, which I hadn't even considered looking at before. It now seems they've been charging me £33.19 + VAT, which would explain why my bill is a bit higher than I expected.

Has anyone had an issue with T-Mobile like this before? I've sent them a message to see what their response is, but I have a horrible feeling they'll tell me it was an "introductory discount" or that the "web 'n' walk" was an extra to the tariff, not included as I had originally been told.

Any thoughts anyone? I realise I should've been more prudent in checking the bills, but I opted for paperless then couldn't log into the account online (see above). Really need to knuckle down on checking this kind of stuff.

Thanks in advance for any advice offered.

Regards

Al Hunter

Brian_The_Lion

I used to work for TMobile until 2008...

Ive seen this scenario in the past.. a possible cause is that when you originally took the deal out it may have been set with incorrect expiry dates... the system was very manual in that respect and almost all of the time mistakes were due to human error or someone not checking any defaults that the computer set.

The 31.50 you mention would only be 10% off the original flext 35 price.. and not WnW... which I believe to be around £7.50 a month?

10% of 42.50 is just under £39 so it may be someone somewhere has a little explaining to do...

al_hunter

Brian_The_Lion wrote: »

I used to work for TMobile until 2008...

Ive seen this scenario in the past.. a possible cause is that when you originally took the deal out it may have been set with incorrect expiry dates... the system was very manual in that respect and almost all of the time mistakes were due to human error or someone not checking any defaults that the computer set.

The 31.50 you mention would only be 10% off the original flext 35 price.. and not WnW... which I believe to be around £7.50 a month?

10% of 42.50 is just under £39 so it may be someone somewhere has a little explaining to do...

Thanks. My biggest concern is that I don't have easy access to the paperwork (it's at my mums, I've since moved out) and don't really know where it is so can't actually check. I'm 99% sure I had a conversation with the sales operator about WnW.

Having said all that, I just punched the numbers into my calculator and it's come out at £39 exactly. £39 less VAT is £33.19... I think I may be stuck now as I would guess they'll come back and tell me that WnW wasn't included in my package.

Damn. More the fool me eh?

Brian_The_Lion

Can you remember where the sale was made? Store, phone, etc... even if the offer was partially made over the phone there should be a trail of it on the system...

I remember notes left on the system used to read along the lines of....

" cust accepted the following... Flext 35+WnW (18), 10% disc, with Nokia N95, etc... "

someone should be able to retrieve the notes from point of sale and hopefully backdate you with a credit!

al_hunter

Brian_The_Lion wrote: »

Can you remember where the sale was made? Store, phone, etc... even if the offer was partially made over the phone there should be a trail of it on the system...

I remember notes left on the system used to read along the lines of....

" cust accepted the following... Flext 35+WnW (18), 10% disc, with Nokia N95, etc... "

someone should be able to retrieve the notes from point of sale and hopefully backdate you with a credit!

Yes it was all made entirely on the phone. The date would've been 17th February 2009, around lunch time ish - somewhere between 12 and 1pm. I know all this cos I was fortunate my phone contract was due for renewal cos my phone had been stolen at the weekend and I was using my work phone for both my work and normal sim cards at the time. I can't be too precise about the time but hopefully that info should cover things.

Thanks for your help so far.

Brian_The_Lion

youre welcome,

just wish I still worked there so I could help you out!

if you have any further hassle or it becomes unresolved you can email customer relations cust.rel@t-mobile.co.uk

al_hunter

Problem solved.

Credit to T-Mobile. They called me back just now and, despite the initial resistance from the girl on the line, she eventually conceded it was their error and credited my account for the last year. Why only the last year I don't know and I can't check any further back as they only show the last 12 months statements on the online account, but I'm fairly satisfied to be receiving a credit of £91 :j happy times!

Anyone else had similar experiences?

Brian_The_Lion

al_hunter wrote: »

Problem solved.

Credit to T-Mobile. They called me back just now and, despite the initial resistance from the girl on the line, she eventually conceded it was their error and credited my account for the last year. Why only the last year I don't know and I can't check any further back as they only show the last 12 months statements on the online account, but I'm fairly satisfied to be receiving a credit of £91 :j happy times!

Anyone else had similar experiences?

Ive seen this sort of thing numerous times in the past.. it was one of the main reasons why I left there... I was sick of tidying up peoples mess. I wish people would do there job correctly first time!