Upgrade Advice - mis-sold?

fatcontroler

Hi,

I agreed an upgrade to my contract by a 3rd party company.

After this was agreed i received the phone and started to use it. I then noticed on my online account that what I was being charged was not what had been agreed.

The 3rd party company said they would look into this and sort it out but it may take a couple of weeks. Those 2 weeks have now passed and they are saying that they cannot do the original deal and offered me a more expensive contract.

I did not agree to this as the mistake is on their part (or perhaps not a mistake, they could have lied of course)

my worry is that i have been using the phone, but I am now back on my old contract at the time being.
Any suggestions on where to go from here?

latecomer

Do you have the agreement in writing? i'm presuming not. If they acknowledge the deal they offered but refuse to honour it I would tell them you want to cancel the contract.

Leory

Thanks for the reply.

The agreement that came with the phone stated the particular contract that I had agreed to, but not the price (reduction on line rental due to retention).

I would like to cancel if they cant match what they agreed to, but would there be any issue returning the phone that i have been using?

Guys_Dad

Have you got a copy of the deal on the web site? If so, copy it.

If not, then ask for a transcript of the agreement made in the telephone conversation under the Data Protection Act.

By using the phone after getting a copy of the contract withoput the prices you have unfortunately got a "He says - she says" situation.

If you want specific advice, plus some experience of the company in question, then spell out who it was, what you were offered, what you are finishing up paying, who the network is, and if you actually saw the deal on line.

You WILL get help, but spell it out in full and maybe even the network rep will come in on the thread.

Good luck.

grumbler

fatcontroler wrote: »

... but I am now back on my old contract at the time being.

Does this mean that they admitted their fault and cancelled the upgrade?

Leory wrote: »

...
I would like to cancel if they cant match what they agreed to, but would there be any issue returning the phone that i have been using?

There may be issues, but it is their problem if they admitted their fault.

fatcontroler

They have spoken to me again today and agreed that as it is their mistake they will honour the contract, but I will wait and see if this happens.
This new phone comes with call recording software, which is nice, so i recorded the call.

Hopefully this will now be an end to it, but at least i have some proof now. Incidentally, when i first queried this they said they couldnt find a recording of the call made when the contract was offered.

The contract is with T-mobile. I dont want to mention the name of the company just yet, as their customer service has been good......apart from sorting this the first time. So i will give them the benefit for now

Jeff_Bridges_hair

Im confused as to who you really are. Are you fatcontroller - Newbie - Or Leory who has answered as if they wrote the original Post..

grumbler

fatcontroler

Jeff_Bridges_hair wrote: »

Im confused as to who you really are. Are you fatcontroller - Newbie - Or Leory who has answered as if they wrote the original Post..

How bizarre!
Mystery solved though......I used my brother's pc when I was dog sitting......apparently Firefox saved his login, IE saved mine and I had them both open.

I didn't even know he was on here!