T-Mobile Contract Nightmare

akashi · 15 September 2010 at 1:42AM

Hello everyone,

On 08/09/2010 I was in the position to renew one of my contracts (I have 3 accounts with T-Mobile). I called T-Mobile (Cancellation Department) and they offered me 2 deals on a 24 month contract:

Deal 1: SIM-ONLY - 600 minutes, 500 text and Flexible Booster for £5 per month.

Deal 2: 600 minutes, 500 text, Flexible Booster, Unlimited Internet and HTC Desire for £16 per month.

I was the biggest idiot at the time and said I was going to call back. The T-Mobile agent assured me this offer will be available when I call back as it was showing on the system. I confirmed this with him as I was worried of losing this offer.

When I called back that same day a different agent answered in the same department and asked me what I was offered before. I told him the deals that were offered to me. He was very shocked and told me it had to be a mistake. I asked him to check his system, which he did and accepted what I had told him. I told him I would like to take the deal with the HTC Desire. He told me there is none in stock and kept referring to the deal saying it is too cheap.

The agent put me on hold and came back saying he spoke to his manager and that this deal is not valid, sorry! He said the other agent is going to be in trouble and disciplinary action will be taken against him!

I called the next day and spoke to an agent called Gary in Cancellation Department and explained everything to him. Gary spoke to his manager and offered me the HTC Desire deal for £17.50 per month. Gary told me I had to pick up the HTC Desire from Carphone Warehouse as they had none in stock.

I went to Carphone Warehouse on 12/09/2010 and picked up the HTC Desire. When I checked my online account it was showing my price plan as £25.00 per month minus £2.50 loyalty discount which made it £22.50 per month! Not £17.50 as stated by Gary!!

I called T-Mobile immediately and the agent told me in short too bad. I cannot return the sealed HTC Desire due to Carphone Warehouse and T-Mobile's return policy. I will have to pay £22.50 for the next 24 month and will have to live with it basically. I tried explaining to him, but he said he couldn't help as I accepted the offer by picking up the HTC Desire.

I called T-Mobile again on 14/09/2010 and spoke to an agent called Amy and she told me she could see what happened by reading the notes left on the system by her colleagues. She told me she has applied the £5 loyalty discount bringing the line rental down to £17.50 (as previously stated by Gary)

5 hours after talking to Amy, Irene from T-Mobile called me to say Amy made a mistake and that they cannot honour the discount. So it is back to £22.50 per month!!

After another 5 hours I called T-Mobile again! I spoke to an agent called (Alice I think) She checked the system and confirmed with me that Amy has applied the £5 discount and that the line rental is down to £17.50

Now, I wont be surprised if I receive another call from T-Mobile saying that they cannot honour the discount.

I need serious help guys as I really don't know what to do! I recently gave up smoking and this is making me want to smoke!

A family member has opened the HTC Desire now, but I really don't want to pay £22.50 per month. I have been duped by T-Mobile and feel as though they are going to win this one.

Any input in this matter will be appreciated.

Thanks in advance.

vixmony · 15 September 2010 at 8:15AM

Always and I repeat always have either an email or text confirmation of anything and everything these mobile companies tell u, in the absence of that u are at there mercy. I would call them again , and ask for either text or email confirmation so that in the event of taking this further u have your own ammunition rather than what's on there system which can easily disappear .

boliston · 15 September 2010 at 8:23AM

I would insist on the agreed deal even if it was only verbal. If they tried taking you to court then they would have to play back the recorded conversations which would show the truth.