Cancelling contract with T-mobile

windy.m

Hi All. We purchased a new phone with new phone number on 3 network last November and phoned T-mobile to cancel our £10 pay monthly contract with our existing number. They continued to take £10 a month and so we called them again in about March this year to complain and ask for a refund of our money - they could see that the phone number had not been used. They said that we could expect a refund. They still continued to take the money out of our account and so we called them again about four weeks ago. We were told to expect a credit to our account within about seven days ... we're still waiting! Have spoken to them again tonight and they now say that they have no record of us cancelling the number in the first place and so we are therefore not entitled to any money back. We are now having to consider taking things further as we are not happy with the way we have been treated.

Has anyone else had a similar experience? Is there an 'ombudsman' we can go to with regard to complaints about mobile phone companies? At a bit of a loss what to do as all of our contact with them has been via the phone, i.e. no e-mails etc to prove we contacted them 12 months ago to cancel the £10 payment. Help!:mad:

grumbler

Many people have similar experience and not only with t-mobile. That's why you cannot rely on anything said to you over a phone and always have to request a confirmation by a mail or e-mail.

The ombudsman is CISAS
However, before complaining to the ombudsman you have to exhaust the internal complaint procedure: Complaints code of practice

windy.m

Thanks Grumbler,

We have set things in motion with them and they have assured us that they will get back to us in the next few days ... watch this space:think:

OneADay

Had the t-mobile contract completed the minimum contract term?

windy.m

Yes ... that was the reason we were changing the phone. We wanted an upgrade on the phone but T-mobile didn't have the model we wanted at any of their shops so we decided to shop around, hence the change of number etc and cancelling the agreement with T-mobile.

grumbler

It could have been much simpler if you requested the PAC from t-mobile and ported your number to '3'. Not only would you have kept your number, but porting it would have automatically terminated your contract with t-mobile.

OneADay

windy.m wrote: »

Yes ... that was the reason we were changing the phone. We wanted an upgrade on the phone but T-mobile didn't have the model we wanted at any of their shops so we decided to shop around, hence the change of number etc and cancelling the agreement with T-mobile.

Normally t-mobile I think send some form confirmation text to say when your line will terminate.

What happened between March and November? Why wait? Not having a go but I would have been hopping mad in March and asked them sort it out there and then.

Have they auto renewed you or are you on a 30 day rolling contract with t-mobile? If its latter, get them to cancel it to avoid paying more for a service you are not using. And then pursue refund for the last 12 months with a formal letter detailing all the events and times you have contacted them - you might get lucky or they might just say tough.

windy.m

I seem to remember the (very helpful) assistant in the 3 shop suggesting this at the time, but it seemed like a bit of a faff so we decided to go down the route of speaking to t-mobile and cancelling ... if only we had the power of foresight!!