big long rant, advice? sorry

vintagegirl

hi
any advice on this, i am so mad,
took an upgrade on t mobile on 30 july which i paid £93 for the iphone.
it came out on my card straight away.
a week later when my regular phone bill was due, £63.54 they didnt take anything. i left it a week then called to ask why they hadnt taken anything.
the advisor spoke to a manager and said i was £30 in credit so didnt owe anything.
that was fine.
23rd of august comes and suddenly i have a bill for £215.60
i immediately called them and ran through this with them.
they apologised and said someone had mucked up the upgrade and shouldnt have told me i dont owe anything.
i was so angry.
i called them in all honesty to tell them to take august bill.
anyway we agreed that i would pay £100 this month and the rest on 5th oct.

wasnt happy but agreed nevertheless.
now i am getting endless collection calls on my house phone (when i have never given them this number and have only had it installed a month ago, so how they got the number is beyond me.)
i called and got a very rude girl who patronised me saying there was no such payment argreement in place, 'darling' she called me, and that they would never agree to that,

i asked for a manager, she put me on hold for 10 minutes said no one was available. i complained about her attitude and she said she was in every right to talk to me the way she was because i 'owed them money'.
then she hung up on me.

i called back through to someone else. and he apologised and said he could see clearly from the notes that there was an agreement in place. we left it at that.
today i have had 3 calls (again on my house phone) from collections, basically calling me a liar and saying my line will be suspended.
what do i do? im sorry for the length of this but i average £85 a month with t mobile and its their error that has caused this bill

OneADay

I would go onto their site and write a complaint through this page

http://www.t-mobile.co.uk/service/contact-us/email/account/?message=biling+problems

Make it simple and clear, don't get angry - tell them about the hassle and inconvenience.

The customer service people will contact you (usually within 48 hours) via phone (even if you say contact via email) - and hopefully they can resolve the issue for you properly.

vintagegirl

i have sent the following emails, thanks for your advice
does it seem as if i have valid reason to be annoyed


DEAR SIRS


i have 3 t mobile accounts with you and a very very unhappy with the way i have been treated over the past few days especially.

I took an upgrade on t mobile on 30 july which i paid £93 inc p&p for the iphone.
it came out on my card straight away.
a week later when my regular phone bill was due, £63.54 they didnt take anything from the direct debit that was set up.. I left it a week then called to ask why they hadnt taken anything.
The advisor (amanda on the 13th of august,) spoke to a manager and said i was £30 in credit so didnt owe anything.
that was fine.
23rd of august comes and suddenly i have a bill for £215.60
i immediately called them and ran through this with them.
they apologised and said someone had mucked up the upgrade and shouldnt have told me i dont owe anything.
i was so angry.
i called them in all honesty to tell them to take august bill, which they didnt.
anyway we agreed that i would pay £100 this month and the rest on 5th oct.

I wasnt happy but agreed nevertheless.
Now i am getting endless collection calls on my house phone (when i have never given them this number and have only had it installed a month ago, so how they got the number is beyond me.) I pointed out they should be calling me on one of the 3 mobile lines i have with you.

i called yesterday (sept 11) and got a very rude girl (Stacey in collections, who coincidentally wouldnt give me her second name to make a complaint against her attitude,.) She stated that the fact she was called Stacey and worked in collections would be enough for me to complain about her.

The minute she answered the phone and took my name, she launched into how i owed money to t-mobile before i even got a chance to say why i was calling. I explained about a payment plan i had agreed with Sophie in the iphone team on the 23 of august who had checked this with a manager. Stacey then laughed at me, and said "There's no way you would have an agreement like that DARLING.'
I stated how patronising it was for someone in customer service to be laughing at their customers (who spend on average around £85 - £100 a month with t mobile) and to be calling them Darling. She said it was because she was from Yorkshire and anyway didnt work in customer service.
Im baffled as to what she thinks collections is, seeing as she deals with customers all day.
I asked for her manager, to which she put me on hold for 12 minutes, said no one was available and i would receive a call back in 2 days.
I said that wasnt good enough and started to explain about the payment plan to which she hung up on me.

I immediately called back and got Imran who was helpful and apologised for Stacey's attitude, agreeing with me that its obviously not the way to be talking to any of your customers let alone the high spend ones, trying to pay a bill that was an error of yourselves in the first place.
he said he could see the notes all over the account that this payment plan was in place and that i would pay the remainder on 5th oct but if i didnt the line would be suspended on 7th oct.

It was left at that.


today (sept 12) i have had 2 calls (again on my house phone) from collections, basically calling me a liar, saying that no such arrangement is in pace and saying my line will be suspended shortly.

I asked him to take my house phone number off his records and call me on my mobile then he hung up on me, i didnt catch his name and he didnt tell me.

I again called collections and a girl told me there was an arrangement in place as i had agreed earlier but that my line would be suspended on the 16th sept.
She said that she apologised for Imran 'lying' (her words not mine) and that i should call back on thurs 16th sept and basically ask for a manager to beg that my line not be suspended.

I cannot express my disgust at your company enough at the way i have been treated by your collections department.
At no point have i dodged paying at this but dont see why i should be landed with such a huge bill because of your company's incompetence in the first place.
As you will see from your records, I have 3 lines with t mobile and spend over £100 a month on average so i would consider myself to be one of your high spend customers which im sure you dont want to lose.

Never in my life have i been spoken to the way that girl Stacey spoke to me, i am bother angry and upset and expect a prompt reply from yourselves to discuss the outcome.
I have emailed every email address on your complaints pdf in order to ensure a speedy reply and have included my contact details below.

rwalton159

This is appaling - I would email the CEO of T-Mobile

His details are:
Richard Moat, Chief Executive [EMAIL="MDTMOB@t-mobile.co.uk"]MDTMOB@t-mobile.co.uk[/EMAIL]

ref: http://www.connectotel.com/marcus/ceoemail.html

Exhortation

rwalton159 wrote: »

This is appaling - I would email the CEO of T-Mobile

His details are:
Richard Moat, Chief Executive [EMAIL="MDTMOB@t-mobile.co.uk"]MDTMOB@t-mobile.co.uk[/EMAIL]

ref: http://www.connectotel.com/marcus/ceoemail.html

I agree. What a disgraceful way to speak to customers. If I'd treated a customer like that when I worked in CS I'd have been out on my ear.

vintagegirl

sorry for the length of the post
i have received the following reply from t mobile.
should i still take it further,





Thank you for writing to our Directors Office with regards to how you have been treated recently.

Please accept my sincere apologies for the way in which you have been spoken to be our collection advisors. This is certainly not the standard of service we expect to be delivered and I am sorry for the upset and inconvenience you have been caused.

I have passed your comments onto the managers so they can address their agents directly to give feedback for training and coaching purposes. I have also requested that your landline number is removed from their outbound dialler and replaced with your mobile number for future calls.

As you already have an informal agreement to pay of the remaining £115.60 inc VAT balance on 5 October, I have instructed our Collections Department not to contact you again requesting payment of this amount. This can take up to 8pm tonight to process so you may receive further calls today while this goes through.

In the mean time, I have also arranged for your service to remain active until the above balance is paid on 5 October. If for any reason you cannot make this payment your lines will suspended for outgoing usage the following day.

Thank you once again for taking the time to contact us. I trust you find this information useful.

Kind regards

Exhortation

I'm surprised they haven't knocked something off as a goodwill gesture, to be honest. I think I'd be tempted to run the contracts to their minimum term then wave them a two-fingered salute as I went elsewhere.

vintagegirl

thats what i think, the fact the didnt apologise for their !!!! up in the first place. i think im going to copy and paste this thread and send it to the ceo

OneADay

Give them a chance - if you get another call from collections after 8pm - just email back telling them what has happened. At this point write to the CEO or whoever I would say.

I guess they suspect that if you default in paying on time, they will have to suspend the line - usually I found t-mobile to be pretty good at responding to problem queries via the email system. So hopefully your problem is fixed. I thought they might offer compensation or something but guess because you owe them dosh, they cant.

They will probably text you in a few days asking about what you thought of their email response and you can rate them then. So much to look forward to....

vintagegirl

im mostly annoyed because i deliberately called in august and asked the girl to check with her manager because i didnt want a big bill in september, id rather they had taken august but because of their wrong info, im the one whos landed with a big bill

rwalton159

I would always go to the top of the Company - they don't like to receive mail / emails which contain a complaint.