t-mobile make me sick

dazzadub

my phone had fault, so i called t mobile, they agreed after doing some checks etc it was faulty, so agreed to send new phone along with pre paid packaging for faulty phone to be returned.

new phone came no packaging, i called t mobile to enquiry 1 about new micro sim, 2 about packaging.

they credited account with money for cost of new sim, which i collected in store due to delivery taking 5 days.
they also informed me they havent sent packaging out due to the fact they do not require faulty handset, and for me to dispose of it.

i dropped fone into the mobile recyling bin.

3 weeks later eg today, they txt me saying i havent returned item and ive been charged £295 for it.

ive called them up on getting this, they say they never told me not to return. even tho i can give them date, time and persons name.

they said for some reason they hold no notes on this conversation and also no recording.

she then suggested that i wasnt told this as i hadnt actually called them.

i said i find this funny as i was in your t mobile store when i called and asked for refund, which you say has shown on the account.


but they still say i owe this money.



what can i do as ive now got to sell my replacement phone to cover the costs as i dont have £295 lying around, which they say they will take in next bill, due in 3 days.

corbyboy

I would just say I put it in the post in the pre-paid envelope and they must have lost it.

But, why on earth would you throw away a broken phone? I presume this is an Iphone? You would get money for it on eBay?

Guys_Dad

P R O O F.

If you can't prove it, you are in deep trouble, I fear. I have to say that I find it very strange indeed that they would not want the broken handset back to send back to the manufacturer for a refund to them.

It's your word against theirs - unless they can find the tape of your call - and they can hurt you more than you can hurt them.

I am also surprised that they didn't give you full instructions in the covering letter with your replacement handset.

dazzadub

it was htc desire hd, that was faulty.

i know im pretty screwed, thats why im asking.

dazzadub

Guys_Dad wrote: »

P R O O F.

If you can't prove it, you are in deep trouble, I fear. I have to say that I find it very strange indeed that they would not want the broken handset back to send back to the manufacturer for a refund to them.

It's your word against theirs - unless they can find the tape of your call - and they can hurt you more than you can hurt them.

I am also surprised that they didn't give you full instructions in the covering letter with your replacement handset.

they didnt give any instruction. just new phone, never actually reived anything to return the phone, thats why i called them and was informed they didnt want it.

thatsean

If they can't locate the call and you've no means of proving it then I don't see any way out than you paying this. Must admit I'm really struggling with the notion that you threw away a phone that you'd been told they were going to exchange. I can only suggest you document what info you have, and exhaust their complaints procedure. In the meantime, plan for them to DD this with your bill, and /or suspend your line if it's not paid.

dazzadub

but i was told that they didnt want it, as phone was useless and no longer stocked them.

i have come to the idea of paying it, but i cannot afford to pay it, and will end up with out a phone as i will need to sell the replacement one to cover the bill.

i have filed a complaint, as i find it hard to beleive that they say they have no notes and no call made, when they made a refund on my account for cost of new sim.

diamonds

I'd do a Data Protection Act request for everything they hold on you including recordings....it may cost £10 but you may get the proof

macman

Why would you bin the phone, even if they didn't want it back? Phones are repairable, if not they can be sold for spares.

Cullumpster

for an exchange they would usually send a courier with the new phone to change it there and then. it is quite unusual for them to just randomly send out a new phone without sending it witha silver bag to return the faulty one, and usually there is a txt sent befor it is done to tell you that the new phone is being deliveres to you and the old one needs to be returned within 28 days or you will be charged for the cost of the phone. HTH

markdoc_2

Hi
how long had you owned the phone when it developed a fault, and what was the fault?

Also you mentioned micro SIM, but HTC use the full size SIM? Did you get an iPhone as a replacement or another HTC?