Trying to claim on my mobile phone insurance - TMobile being very unhelpful.

Siren1

Hi all

I was given an Iphone 3 32GB by a friend as he got an upgrade last year, on Boxing Day the phone got damaged and the backlight isn't working. I have mobile phone insurance with my bank and have been trying since the 28th December to get a proof of usage document from TMobile basically stating that the IMEI nr I have advised is connected to my mobile phone nr. I have spoken to 4 different people at TMobile, 2 have told me "Yes we can do that", 2 have said "no, sorry, we cannot help". As I did not have proof of purchase, as my friend threw the receipt away I have had to make do with him taking a photo of the side of the box, which shows the IMEI nr and sending that off to my insurance company today.

I am really annoyed at how unhelpful TMobile have been, and at the bad information I have receievd from them, has anyone had any similar problems, and what did you do?

spiro

I ask Vodafone for the same and they can not provide it because it was a PAYG handset although I was using it on my contract account it wasn't registered to the account. The reason the insurance are so fussy is to stop fraudulent claims.

Siren1

I can understand the need to avoid fraudulent claims, but TMobile themselves told me that the IMEI nr I have provided to my insurance company is indeed the one they have for my calls, so I don't understand why they still cannot put this in writing. Unfortunately I have another 10 months to go on my contract, or have the option of paying £130 to terminate it, but whatever, I will not be using TMobile again.

Jon_01

I think you need to go higher than the front line staff. When I worked on the phones (not at T) we had no way to post anything out. In fact we were told on no account could we even take screen shoots of any internal system and even email them to customers (network security ect).

Siren1

Jon_01 wrote: »

I think you need to go higher than the front line staff. When I worked on the phones (not at T) we had no way to post anything out. In fact we were told on no account could we even take screen shoots of any internal system and even email them to customers (network security ect).

You are obviously 'in the know', so thanks for replying. Going higher than the front line staff - is there a specific dept I can ask for when I call, just so I don't need to explain again what my problem is...?

Jon_01

It's the sort of thing that the correspondents dept would deal with (I'd have thought), there might an address on the T site, or maybe CS could give it to you?

The other option would be their Exec office, but I can't find the address! One of the regulars will be along with it in a while I'm sure

Siren1

I did get a text message from them giving me the address for their customer admin team, just an address though, not a telephone number or email address. Not being mean but have already wasted a stamp on sending a letter to another dept trying to get this resolved, don't really want to waste another if I can help it, unless I know for sure they will def be able to help me.

Jon_01

Best I can find is this; directors office. [EMAIL="CSDIR@t-mobile.co.uk"]CSDIR@t-mobile.co.uk [/EMAIL]

That might get you somewhere, or at least they can point you to the right dept. . .

Techhead_2

The best way to do this (with any network) is to make a Subject Access Request in writing to the data protection officer/data controller at the networks registered office. This costs £10 and will provide you with a written record of the IMEI that has been used in your account.