Mis-sold by Tmobile

simonm_3

Just checked my bill from Tmobile!

Took out a mobile contract for my son. In the shop (Ashford) emphasised that we were after a package that meant he couldn't run up a bill over and above the monthly contract. When I say emphasised, both my wife and I repeated this to the sales assistant who assured us that this was how the contract was setup.

Just checked my bill from Tmobile, monthly charges and over £20 of calls on top. Immediately contacted Tmobile and they said that my contract wasn't capped. Of course I could switch to a capped contract but that would cost more and provide less minutes! Yes, the assistant was very helpful but basically it was tough!

So how on earth to deal with these companies? Surely we can't assume that we are going to be lied to each time or maybe take a video camera and record the sale.

grumbler

simonm wrote: »

Surely we can't assume that we are going to be lied to each time or maybe take a video camera and record the sale.

You can and you have to. I think voice recording would suffice.

And ultimately you signed the contract in the shop. It was worth checking whether what you signed was the same as you were told.

I'd go back to the shop and make a lot of noise there.

simonm_3

Yes, contract signed in shop! Maybe next time I will ask for a chair and sit down with the assistant and read the contract from start to finish. That's a good couple of hours during which they cannot make another sale!

Unfortunately the length of these carefully and sneakily worded contracts means we must ask and assume the assistant is telling the truth. Equally teh assistant might just have no idea what they are selling and just says yes to everything rather than "I don't know" which is just as bad as an outright lie!

I'm writing to their complaints section, I think I might also cause a stink at the shop.

Guys_Dad

I would look at the web site and see what tariffs are on offer and check whether or not the minutes/texts/data plan that you signed up for with the monthly fee was a capped plan or not. Then take a look round and see if a capped plan that would suit is available, then ring Customer Services to explain (not complain at this stage) and see if they will swap you over.

If you can't prove it or if the assistant isn't willing to admit her mistake, then it may be financially prudent to pay an extra £5 per month for a capped plan.

Given that T-Mobile are one of the only 2 networks to cap (I think), then what deal would you have gone for if the assistant had known her stuff and you still wanted a cap? Or would you have gone to another network?

I know that it is very annoying when something like this happens and you need to try to get the deal you thought you were offered, but you also need to ask what you would have done if you had not been misled at the time of purchase.

simonm_3

Good points and a fairly easy answer this time as we had started with one of the capped tariffs which didn't come with a phone. So we would simply have remained with the tariff that we already had. The alternative would have been a pay as you go type deal, but basically so that when he ran out of credit, we had the choice of buying more or not. Giving our 16 year old effectively full access to our bank account was never an option we would ever consider!