Please help / advice. (t-mobile)

jen2681

I currently have a contract with t-mobile,i am allowed a upgrade in august. I phoned them and asked if i could have a early upgrade to the iphone 3 - they said yes but i'd have to pay my contract up which would be £82.61 (3 different people confirmed this). So i went ahead with this - they said the amount would be added on to my next bill which was fine and my iphone 3 was on its way - all good so far?

The next day my CURRENT phone wouldnt work- i rang t-mobile and asked why -they said its because i owe £182.61 - i explained it was just £82.61 - when she looked into it they'd added lots of bolt ons on to my account and charged me them for the remainder of my term. The lady realised it was an error but told me to wait til my iphone came and she would take off the correct bundles etc and reconnected my phone. Whilst on the phone i asked her to confirm the iphone was free and my contract price etc which was correct.

This morning my iphone came but instead of the iphone 3 it was the newer iphone 4! I checked the delivery not and it said cost for iphone 4 £0 upgrade........ But my current phone wouldnt work- phoned t-mobile and now i owe £281.61 - they said there charging me £99 for the iphone 4 (which i never asked for) and i have £182.61 outstanding balance to pay (which the lady yesterday was suppose to be sorting), they now wont reconnect my phone unless i make a full (or big) payment! Really upset / frustrated. Can anyone help? I dont know what my rights etc are?

The icing on the cherry is i've sold my phone on ebay and it has to be sent off tomorrow (i left enough time for iphone to arrive and the money was going to pay the £82.61

jen2681

Good luck if you managed to read all that lol!

welshgirl_michelle

ive recently had loads of problems with my phone (but on orange) they say one thing and do another!! ive learnt from past experience that when im on the phone to customer services to note down the time you phone them and take their name and extention number.. did u by anychance take their name/extendion number? is what you say noted down on the system with them? i know orange customer services record most calls (maybe you could ask them to listen back to the conversation you had with the 3 members of staff?) im in the process of doing this with orange because they are making out that im not telling the truth!

vixmony

Unfortunately cant help but i agree with the previous poster , its more important than ever nowadays to makesure you receive either emailvor text confirmation on each and every conversation you have with these networks. I always insists on either email or text before hanging up and am always willing to wait for how ever long it takes them. Its not because i have all the time in the world its just to protect myself in case circumstances like yourself emerge. So good luck and try and go via the request to have the recorded call pulled up on the initial conversation , though i myself never had much faith in that procedure as am sure it will take a long time, and the call might have even miraculously disappeared.

jen2681

I did take the name and time of the phone call who i spoke to yesterday - the one who confimed the contract and how much the phone cost etc so i will quote that when i phone - they say they cant connect my phone back until i return the iphone 4. I dont mind returning it but i think i have to pay to send it via royal mail and could take a few days one they recieved it to check it in or something so i'd have no phone for even more days! Gonna ring later and see if they will deliver the correct phone and take back the wrong one at the same time. wish me luck!

welshgirl_michelle

jen2681 wrote: »

I dont mind returning it but i think i have to pay to send it via royal mail and could take a few days one they recieved it to check it in or something so i'd have no phone for even more days!QUOTE]

get them to refund you the days you are without a phone (this can be done as ive had it done before) also ask to speak to a supervisor as you want this issue to be ESCALATED! dont take no for an answer.. you say they sent you an iphone4 instead of the iphone3 - what is logged on the system? get them to check this

good luck