Ongoing Problems With T-Mobile.

Exovolt

I'll start at the beginning, I apologise in advance for the length of this post.

I had an 18 month contract with T-Mobile and a few weeks before it ran out my phone locked me out and nothing would let me back in, no pin codes/puk codes were accepted. The employees I spoke to over at customer services told me a full reset would work, which it didn't. As I was nearing the end of my term I decided to just cut loose from them and get a new contract.

The man on the cancellation team was very helpful and cancelled my contract there and then.Or so I thought. Since then T-Mobile have been taking money from me to the sum of £80. I found out about this two weeks ago and called them straight away to organise some kind of refund. They told me someone would call back within the hour, which didn't happen. I've made 15 calls to them now, and the closest I've got to seeing my money again is a guy saying "you may get £60 back, but don't hold your breath". I'm fuming about, T-Mobile seem to think they can take money that doesn't belong to them but when I ask for it back they stall me and keep bouncing me around to different departments. Has anyone got any advice to try and wrangle this out of them?

terryya

Go and see your bank - the direct debit guarantee holds them jointly liable for any money taken incorrectly and states that they have to offer you a full and immediate refund.

In full:

• if there is a change in the amount to be paid or the payment date, the person receiving the payment (the originator) must notify the customer in advance.
• if the originator or the bank/building society makes an error, the customer is guaranteed a full and immediate refund of the amount paid.
• customers can cancel a direct debit at any time by writing to their bank or building society.

Guys_Dad

I don't disbelieve your story, but can you prove it? That's the crunch.

Have they now terminated the contract?

Do you have the time and date when you complained and you thought the guy was cancelling the contract - which in itself sounds very strange and out of character for a network to cancel the contract a few weeks before it was due to run out because the handset went on the blink - as they may have a recording of the call?

You need to be very clear and accurate when you contact their complaints department. Time and dates are very helpful, also ask them to examine notes on your account as that may help.

Top priority - stem the flow and make sure the contract is now cancelled.

The advice on the bank DD is good, but it is in dispute so they may wish to hold fire.

Exovolt

Guys_Dad wrote: »

I don't disbelieve your story, but can you prove it? That's the crunch.

Have they now terminated the contract?

Do you have the time and date when you complained and you thought the guy was cancelling the contract - which in itself sounds very strange and out of character for a network to cancel the contract a few weeks before it was due to run out because the handset went on the blink - as they may have a recording of the call?

I have dates and times of the calls. It was my word against his until I convinced an employee to look up my usage. There was absolutely no usage so that worked in my favour. I'm not sure about the recording of the call, I'll check when I make my daily phone call to them. I may call up the bank too.

Guys_Dad

One step at a time. You need to get T-Mobile to look up their records.

Hold fire with the Bank. Think ahead.

You ask them to get back the DD.
They get back the DD
T-Mobile now register you with Experian as a Debtor and your Credit Record is marked.
Do you want that?

So one step at a time.

Exovolt

So what would I do if T-Mobile carry on refusing to give me my money back? I'm stuck between a rock and a hard place here, because T-Mobile are refusing to help me and telling me that I "may" get £60 back is just an insult.

Guys_Dad

You need to ask them to check the records. They can do that on-line. Tell them when you rang and the rep agreed to cancel the contract. Just how many weeks before the end of the contract was that? I do find that bit strange, though, unless it was within the last 4 weeks.

If they then say that the record is not marked, ask for them to check the recordings for that day and then ask to go through the dispute procedure. Be calm and refer the CS rep to their code of practice and write down the rep's name and how they respond for later use. They must put you through to a manager if you say that you are invoking the dispute procedure and quote them what it says.
I found this on the web on their code of practice

http://support.t-mobile.co.uk/resources/sites/TMOBILE/content/live/DOCUMENTS/0/DO155/en_GB/Code%20of%20Practice%20700000650%201st%20July%202010.pdf

We hope that you will never have reason to complain about any aspect of our services. However, if there is
something you are not happy with you should contact Customer Services and we will seek to resolve any
complaint or query you may have. Customer Services can be contacted on telephone number 150 if
calling from your T-Mobile phone, or on 0845 412 5000 from a land line. We will aim to find an immediate
solution where possible; however, more complex complaints may take several working days or longer to
resolve. If, having contacted Customer Services, you feel that your complaint has not been addressed or
resolved, you have the right to ask for your complaint to be escalated to a Manager. If your complaint then
remains unresolved, you should follow the complaints procedure below.
T-Mobile complaints procedure:
Step 1. Put your complaint in writing and send it to the following T-Mobile address:
The Customer Resolutions Team
T-Mobile
6 Camberwell Way
Sunderland
Tyne and Wear
SR3 3XN
The letter must include:
A) Your name
Your address
C) Your T-Mobile account number and /or mobile telephone number
D) Details of your complaint
E) Your resolution requirements
F) A daytime contact telephone number
Step 2. T-Mobile will acknowledge receipt within 3 working days of receiving your letter.
Step 3. T-Mobile will provide a full written response to your complaint within 14 days of receipt of your
letter. Subject to point 4 below, the complaints procedure will be at an end.
Step 4. If the letter from T-Mobile makes an offer of settlement, or it includes a proposal to resolve your
complaint, you must respond to it in writing within 14 days of its issue, again addressed to The Customer
Resolutions Team.
Step 5. If you do not respond to the letter from T-Mobile within 14 days of its issue, the complaints procedure shall be at an end. If you respond by accepting the offer of settlement or proposal to resolve
the complaint, T-Mobile shall within 7 days of receipt of your letter either:
n Reply to your letter acknowledging your rejection, upon which the complaints procedure shall be at an
end, or;
n Reply to your letter putting forward new proposals in respect to which the provisions of points 4
onwards above shall apply.
You may also obtain independent advice from the Citizens Advice Bureau, Consumer Advice Centre,
Trading Standards Departments or other telecoms user organisations recognised by the Secretary of
State. Whilst we are happy to work together with any of the above independent organisations, if you
decide you need their help to resolve your complaint, we would always recommend that you contact us
first as most problems can be resolved quickly this way.
If after discussion with T-Mobile you are still unhappy with any aspects of our services, we have
established, in consultation with the Chartered Institute of Arbitrators, a straightforward and convenient
procedure for independent, dispute resolution. This process may be used where we are unable to resolve
your complaint after a period of 8 weeks from the date of your initial complaint has passed or if we write to
you at any time informing you that we cannot resolve the complaint.
If the amount you are claiming does not exceed £5,000, subject to consent by T-Mobile, you have the right
to put the dispute to this adjudication process.
Details of how to apply to the T-Mobile adjudication services can be obtained by writing to the legal department at:
T-Mobile
Hatfield Business Park
Hatfield
Hertfordshire
AL10 9BW
Or by email to arbitration.scheme@t-mobile.co.uk
Alternatively, you can obtain further information directly from CISAS by writing to them at:
CISAS
c/o Dispute Resolution Services
The Chartered Institute of Arbitrators
12 Bloomsbury Square
London, WC1A 2LP
Website: http://www.arbitrators.org
Telephone: 0207 421 7432
Or by email to kkorubo@arbitrators.org or to mekpenyong@arbitrators.org
5

rodman

Guys_Dad wrote: »

You need to ask them to check the records. They can do that on-line. Tell them when you rang and the rep agreed to cancel the contract. Just how many weeks before the end of the contract was that? I do find that bit strange, though, unless it was within the last 4 weeks.

If they then say that the record is not marked, ask for them to check the recordings for that day and then ask to go through the dispute procedure. Be calm and refer the CS rep to their code of practice and write down the rep's name and how they respond for later use. They must put you through to a manager if you say that you are invoking the dispute procedure and quote them what it says.
I found this on the web on their code of practice

http://support.t-mobile.co.uk/resources/sites/TMOBILE/content/live/DOCUMENTS/0/DO155/en_GB/Code%20of%20Practice%20700000650%201st%20July%202010.pdf

Thanks for that, going to complain soon.

salsmoney1

I am seriously losing the will to live with t-mobile! Its just one thing after another with them :-/
I recently up-graded with them after they finally offered me a good deal, I wish I hadnt bothered now! They have totally messed up my last few bills, customer services is apalling and Im just banging my head against the wall! When I asked to speak to a supervisor or manager I was told there was nobody around. I tried going online, also got nowhere, wanted to put in a complaint aswell as resolve my bill.They have over charged me, and added God only knows what on to my bill. They said Ive been sending picture text messages, I haven't nor has anyone else. Also they have charged me for an 08 number which is wrong (a total of £34) the whole bill is a mess, they've also lied to me, Im afraid its all too complex to go into here. I have spent literally hours on the phone trying to sort it as the left hand doesnt know what the right hand is doing or perhaps they do and are just hoping Im stupid and they can rip me off and blind me with their cover ups! :-/