Can T-mobile change the price of my contract mid contract without telling me?

RachaelCT

I've just got off the phone after a 30 minute conversation with a representative called 'Kate'.
I rang to tell Tmobie for the 6th month running that there was a problem with my bill and that my loyalty discount had not been applied again( I've been a customer for many years with the same contract and two lines). In previous months the charges have been reversed back onto my account with no problem with a spokesperson telling me that there was a 'note ' left on the system and that the right department had been notified as the problem was a reoccuring one which they needed to correct.
When i spoke to 'Kate' today (with a growing want to leave the service due to the monthly phone call) she told me that my 'loyality discount' was no longer available on my account (bearing in mind that i pay direct debit, have never missed a payment etc) and that i was notified in August this was the case.
I was not notified of any changes to my price plan, and wouldn't have continued with my contract which now expires in September 2012 if it was at the full rate of the contract i havent paid in around three years.
When i asked to speak to someone concerning the legal stance of my contract and asked if there was a department i could talk to her answer was 'NO'. That she could apply the discount this month but from next month i'd be charged at full price.
I feel that i've been locked into a contract under false pretences as i beleived that i still had my 'loyality discount' right up until around an hour ago.
When i told her my concerns she told me if i wanted to leave there would be charge to leave the contract even though i wasn't notfied of the changes etc. I actualy want to keep my line seeing as i've had the same number with tmobile for about 8 years. It appears that loyalty accounts for nothing. I want to know where i stand.
I would be happy to keep both my phone lines if my discount was applied.
I feel like i've been messed around on the phone several times, that 'Kate' was rude and should have had the power to defer me to a manger etc when i had asked her on numerous times while on the phone. And to be told she was the only one who could deal with me was ludicrous .
Hopefully someone can help me out with this.
Many thanks in advance

scheming_gypsy

what does your contract say about prices changes.

RachaelCT

To be honest the contract was taken out years ago and Tmobile don't actually give the contract out any more. All my contracts have been verbal with a Tmobile representative over the phone (as i ordered my phone over the landline through Tmobile's website) and i've never had a problem till they gave me a new 'free' handset when i carried on with my contact in March. (I was also reassured that it would be the same price for the plan).
It's an old Tmobile flext35 contract . Which leads me to another point. I had actually asked for a physical copy of this to be posted to me and she said she was unable. The whole thing is very annoying.
Especially when every month there has been a problem, they have rectified it.

diamonds

lodge a complaint with Ofcom and ask them for the high level complaints email for T-Mobile

gjchester

RachaelCT wrote: »

When i spoke to 'Kate' today (with a growing want to leave the service due to the monthly phone call) she told me that my 'loyality discount' was no longer available on my account (bearing in mind that i pay direct debit, have never missed a payment etc) and that i was notified in August this was the case.

Do you have anything in writing stating what the loyaty discount was and how long it was for?

RachaelCT wrote: »

I was not notified of any changes to my price plan, and wouldn't have continued with my contract which now expires in September 2012 if it was at the full rate of the contract i havent paid in around three years.e

It may seem pedantic but if the only change is a loyalty discount has been removed then your contract has not changed although the amount you physicall pay has. You've always paid the current price it's just been discounted up till now. Again do you have anything in writing about the discount, it could have been a 3/6/9 month introductory things.

gjchester

diamonds wrote: »

lodge a complaint with Ofcom and ask them for the high level complaints email for T-Mobile

Who will most probably put it on hold or reject it till you've been through T-Mobile procedures.

MissKeith

Could this not be a bait and switch?