My T-mobile nightmare!!!!!

PandoraWild

I've had a contract with t-mobile for a few years now with two lines - mine and my mum's. Last December (2003), I threatened to leave, and as a result managed to negotiate a great deal which gave me a nice discount plus a bundle of free texts. Fantastic!

This December, just like every other year, I went along to my local t-mobile shop to upgrade the two handsets. The nice bloke behind the counter asked me if I was happy with my contract - to which I replied I was over the moon with my discounts! And indeed the nice bloke himself commented on what a great deal I had. So I got my new handsets and walked away a happy bunny.

So it was to my great shock when my next bill came through - it was much greater than I expected. :eek: When I phoned t-mobile to find out why, I was told that I had chosen the handset upgrade instead of keep my loyalty discounts, so I was now paying almost double what I was before! I insisted that this was never explained to me when I got the phone but all I got was a "tough". I asked to speak to the manager, but could even manage that - the call handler had been told to "deal with it"!

After much wrangling, the manager had instructed the call handler that I could have my original discounted package if I paid a one off £20 fee. I asked if I could have this in writing. They said no, but I would be able to see the change almost immediately on my account on the web. However, I discovered they had offered me some discount but 100 less minutes than my original discount package!! Again I had gone along with something on the basis of false information, which you just don't expect.


I feel I have been completely mislead. When I originally got the loyalty discount I was never told it would only be for 12 months. If I'd realised I would lose my loyalty discounts there's no way I would have renewed the contract. Now to get out of it I'd have to pay something like £170 each! Because I'm at the beginning of the contract year I have no power whatsoever.

Has anyone else experienced this? Is there ANYTHING I can do?

mostwantd

Oh, im so sad to hear you have had such a bad experience. I work for T-mobile and i suggest you speak to the customer management team!

You should have been made aware if your offer had any claws, if they have offered you a price plan change with all the great catches they usually match handsets prices. But it can be dependant on your bills. If your bills in total reach over £80 -100 a month then they usually give you the world but if your not generating enough money for them they can only offer you a half sided deal where you will get one but not the other

If worst comes to worst contact Ofcom and see what they advise you, if you need any more help let me know

PandoraWild

Thanks.. I'll try contacting customer services and see if I can get anywhere!! I'm not holding my hopes up though.... :rolleyes:

Poppy9

I have previously had a loyalty discount with T Mobile. When offered to us they too didn't mention it was only for 12 months. They offered to oh first who assumed it was for ever. Me being more suspicious asked when they rang me. They tried to avoid answering it but finally pinned them down to saying it was only for 12 months, however at the end of 12 months we would be offered a further loyalty discount.

T Mobile t&c thread

anita1

I have had an ongoing problem with T.Mobile and it has now gone further, (D.Collecters)

I saw that someone posted a reply that worked for t.mobile. Would it be poss if you can tell me how i can go about proving that my sim had been cloned and that my free minutes and paying calls were made on my phone without the handset actualy being used.
They had clearly said to me that it was NOT Possible for other peole to be making calls on my sim as they have my imei no which tells them what handset is been used at the time of the call.
it has now moved on to d collectors with no interest fromT.Mobile.

Hope you dont mind me asking, would be grateful for some feedback.:)

Paul_Varjak

If you truly believe, PandoraWild, that TMobile is it at fault then I would stick to my guns.

If you have paid the bill I would ask for your money back. If they don't pay up then pay what you think you should each month (cancel any direct debit if you have to - and refuse to pay any extra charge they want to levy because you no longer pay by DD).

They will, no doubt, eventually disconnect you. If you receive demands for payment just explain (briefly) why you will not pay. If it goes to a debt collection agency just reply to them saying that you do not owe the money because it was TMobile's mistake. If they visit you, then have a letter ready saying the same thing. Don't get into any arguement, just be firm!

No doubt they will put you on Experian (or similar) as a debtor. Hopefully one bad debt should be OK and not affect your credit rating too much. Get a copy of your credit file and write to the credit reference agency asking them to add your comment to your file about the bad debt.

I had a similar experience with ORANGE and went through all these stages and ORANGE appear to have now given up without taking it to court. (they claimed I owed over £400).

When I subsequently applied for a fixed line phone service (with Kingston Communications) conditions were placed on providing me with service. I had to agree to have premium rate and international calls barred! I wanted them barred anyway and if I had to request the barring they would have charged about £11. But, because it was a requirement, it was free! International calls are up to 90% cheaper with 18866 anyway and I don't want a rogue dialler installing itself on my computer and dialling a premium rate number anyway! In fact I don't want to dial a premium rate number ever!