T-Mobile Customer Service - Refunds on overcharging...

CooliceT

I've recently purchased a p&g phone with T-mobile on a KGB deal.

I was asked in order to complete the transaction I was needed to pay £15 topup at the time of purchase.

the lady I spoke to on the phone who processed this on the 23rd June said there was card problems... she tried one card 2x and then another 2x more... before finally saying it went through... A few days later I checked my bank and found 4x payments of £15 - totalling £60! was taken from my account!!!

after a dozen phone calls I have managed to be refunded two weeks later, but only 2x payments of £15 - total £30!... I've now had to chase again to be refunded once more of £15 and have spent time and money chasing this issue.

I phoned T-Mobile again today and tried to resolve the issue with my missing refund, but after a hour dealing with the issue I was told it will have to go through further departments and would need to wait and for me to send me my bank statements of the transactions... (even when they already refunded me twice...)

I'm very disapointed in there customer service, and I have 3 line rentals with them... and now I'm starting to think I made the wrong decision.


but I'm stuck now on a 2 year contract with another phone with them.


what can I do...
I think its so much hassle trying to get £15 pound which they owe, would have to cost me money to send the Fax as I don't have one, library its £1 a time. (so twice on both accounts = £2) already


has anyone been overcharged on there mobile contract??
its been over a month now... :mad:[FONT=&quot]
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Techhead_2

Just to clarify, why were you topping up a pay monthly account?

CooliceT

Techhead wrote: »

Just to clarify, why were you topping up a pay monthly account?

I never said that,
it was for £15 top up at the time I bought my p&g mobile phone from a KGB deal, had to buy top up when I used the voucher on it.

but they charged me £15 x4 times.

not sure how to resolve it...

grumbler

TBH, I don't understand what this has to do with "3 line rentals with them" and "a 2 year contract".

To get the refund you can contact your card provider and ask them for a 'chargback'.
A copy of your bank statement can be sent by a e-mail. Just use a free scanner in the library or a digital camera.

Techhead_2

CooliceT wrote: »

I never said that,
it was for £15 top up at the time I bought my p&g mobile phone from a KGB deal, had to buy top up when I used the voucher on it.

but they charged me £15 x4 times.

not sure how to resolve it...

But you talk about now being stuck on a two year contract? And also ask if anyone else has been overcharged on a contract?

Its confusing to say the least.

MorrisonsEmployee

Techhead wrote: »

But you talk about now being stuck on a two year contract? And also ask if anyone else has been overcharged on a contract?

Its confusing to say the least.

The OP states that they have another phone that is under contract and not PAYG with T-Mobile and just questioning after the problems they are having if this was now a wise decision.

CooliceT

grumbler wrote: »

TBH, I don't understand what this has to do with "3 line rentals with them" and "a 2 year contract".

To get the refund you can contact your card provider and ask them for a 'chargback'.
A copy of your bank statement can be sent by a e-mail. Just use a free scanner in the library or a digital camera.

well...
I've had to do so many emails and phone calls to them trying to resolve £15 refund that I'm wondering if T-mobile worth it... customer service so far is shocking.

I didn't know I could chargeback... so I might contact my bank then, get them to look into it.

they told me I can't send a email, I have to fax it...

CooliceT

Techhead wrote: »

But you talk about now being stuck on a two year contract? And also ask if anyone else has been overcharged on a contract?

Its confusing to say the least.

I know, sorry if my first post wasn't clear.
I have 3 accounts with them.

2x monthly
1x p&g

they charged me £15 x4 and I've only managed to get refunded 2x £15 back.. but now I'm having trouble from them getting the other one, they want me to send proof/bank statements and infomation via fax (which costs me at library)

MorrisonsEmployee wrote: »

The OP states that they have another phone that is under contract and not PAYG with T-Mobile and just questioning after the problems they are having if this was now a wise decision.

right
I want to know if there any easy to way solve it, or anyone been over charged by there mobile provider (contract or topups)

grumbler

CooliceT wrote: »

they told me I can't send a email, I have to fax it...

google for 'fax over internet', 'fax from pc'