T-mobile screwed me again!! PLEASE HELP!

therealtim21

Hey everyone,
This is my first post so bear with me, and I apologise for the length of this but theres no short way of describing the situation im in. (This partly from an extract of a letter I sent t-mobile to explain the situation they put me in).

“On the 24th of November after finishing a 12month contract with T-mobile I decided to terminate my existing contract and create a new one with another service provider. While on the phone to a T-mobile service advisor I expressed my desire to leave the network and was offered a new contract matching all other service providers. This persuaded me to stay with T-mobile. The T-mobile service advisor told me that my new tariff would take effect immediately. Therefore as soon as my new phone arrived, I used it accordingly. When I received my bill on around the 20th December I was shocked to find an estimated total of £140. I immediately phoned T-mobile and expressed my concerns. I was told that the original service advisor had not activated my new tariff (this did not happen until December 20th), therefore all the calls I had made had been totalled according to my previous tariff. As this was no fault of my own it was agreed that my bill would be stopped for the month and re-calculated. It was also agreed during this phone call that I would pay a fixed charge of £50 on the spot, as this was the amount I was expecting to pay each month for my tariff. Following this I received a text from T-mobile informing me that my bill was being re-calculated and I would be contacted within five days with the results. I received no word from T-mobile so presumed the bill had been recalculated and the difference, if any, would be added on to my next bill. I’m sure you can imagine my horror when I received my next bill totalling £130.00. After reviewing the charges it was clear to me that my previous bill had not been recalculated and the £89.23 balance from the previous month had just been included with my new bill. A few days after I received this bill I was amazed to find my phone had been suspended. On 27th January I contacted T-mobile and was put straight through to the unpaid balances departments. After a brief explanation I was then transferred to customer services where I was put on hold for thirty-five minutes. It seems that when a balance needs to be paid T-mobile are organised and effective, however when a customer is need of a service they are highly inadequate. After being put on hold I was finally connected and asked for my password, when I gave the appropriate answer I was told in no uncertain terms that I was wrong and the phone was hung up. I rang back and asked to speak to a member of customer services; I was immediately connected to a lady named ****. I explained my problem to her in the hope of some kind of solution. However I was told that there was nothing T-mobile could do for me and the balance would have to be settled. It must be noted that for a customer services team member, she was surprisingly rude, unfriendly and generally unhelpful. Following this conversation I decided to contact T-mobile the next day in the hope of speaking to someone more helpful. On the 28th January I rang T-mobile again and was put through to a customer services assistant. I explained the situation and was again told that there was nothing he could do for me. He did however explain that he would e-mail the managerial department with my problem and I would be contacted immediately. Upon this offer I made it clear that if I was not contacted within 24hrs I would have no choice but to terminate my direct debit with T-mobile.”

After 3 days I received no phone calls from T-mobile so I had to cancel my direct debit and sent them a letter explaining why. Since then I have received a number of bills but no response to my letter. I have even received this morning a letter from a debt collecting agency threatening legal action. Since cancelling my contract with t-mobile I have established a new one with o2 and cant afford the cost I would have to pay t-mobile for THEIR mistakes.

PLEASE help! I would be extremely grateful for ne advice anyone could give.

andy88_2

It is almost unbelievably shocking; whatever you do don't lose that first text message, as this will be the proof that they promised to do something. I can't understand why your second bill was like that too, if they were supposed to do something in Dec.

http://www.ofcom.org.uk/consumer_guides/altern_disp_resol/?a=87101

will give some info; links off it too, and phone numbers

Phone:
0845 456 3000
or
020 7981 3040

It could be that they'll refer you elsewhere ( there's an Ombudsman office, called Otelo I think, that they can tell you about). They can tell you how to get to the Head Office of T-mobile and will very likely contact it themselves too.

I'm sure others will give other useful info

edit - it isn't clear to me whether they gave you a new 12 month contract or not; so I can't see how they could pursue you for the whole year's rent. I'd count the debt collectors as harassment.

derrick

T-Mobile CS freephone number 0808 1214104 it works I have used it

bramval

I had a similar experience but of much more minor impact. I called them in December and cancelled the contract at the end of the 12 months. They said that they would do this after 30 days but over a month later I was still connected and rang them again. This time the girl said that it was just being dealt with and would be switched off probably that very night.

Three weeks later and I was still connected so rang them again and was told that the girl had given me wrong information on my previous call but that they could take 30 days notice from the current day. I said that this was unacceptable and was told that the only thing I could do was to write to their Complaints Department.

After they had received this letter someone did contact me this week and promised to resolve it - we shall wait and see!

It looks as if, being charitable, there is some laxness in their procedures and inadequacy in their training.

veronarona

I was thinking of getting one of the no-aerial Samsung clam phones on T-Mobile (they have some very good cash-back deals currently) - but this has put me right off!

I wonder: if they were informed of how off-putting these reports are, would they treat the above customer more fairly?

veronarona

therealtim21

Thanks to everyone for there advice. I'll definatly look into the websites and ring the given numbers! Any further advice would not be unwelcome!!!