mobile phone headache

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.

fluffnutter

Keep on at them to see if they can locate a recording. You say you were in store at the time. Any witnesses, particularly someone who works for them?

I'd write a letter to their complaints department outlining everything that's happened and see where this gets you. I'd also cancel the DD to prevent them taking this £295. Talk to your bank urgently.

Be prepared for a bit of a battle, but frankly, this is pretty outrageous. Why should you have to pay £295? They seem utterly unprepared to even investigate this for you, despite your having reasonable evidence to back up your claims (they recall you asking for a refund but not the rest of the conversation, or even that it took place, strange that).

unholyangel

Wait, you said you called them about the sim/missing packaging and then went and collected the sim in store.

So did you call them before going to the store or actually at the store? If you were at the store when you called, why were you at the store?

Does it state anywhere in your contract about you being liable for the cost of the handset? Was it an actual replacement of the faulty phone (same make/model) or did they get you to agree to a early upgrade?

visidigi

o2 did the EXACT same thing with me, when my HTC Desire S decided to die..they told me over the phone it was mine to keep, fortunately, a few weeks later I called them back to see if they told me the truth before I sent it off for recycling...they then told me I needed to send it back after all...they said I would have been billed £249 for it had I already disposed of it...

dazzadub

unholyangel wrote: »

Wait, you said you called them about the sim/missing packaging and then went and collected the sim in store.

So did you call them before going to the store or actually at the store? If you were at the store when you called, why were you at the store?

Does it state anywhere in your contract about you being liable for the cost of the handset? Was it an actual replacement of the faulty phone (same make/model) or did they get you to agree to a early upgrade?

i called them to request a micro sim, they said it would take 5 days to get to me, and soon as its ordered my current sim would be blocked, so they told me to go to a store who would do there and then.

so went store enquired, about micro sim, then was told they would charge me for it.
so they said call customer services and theyll refund the amount to your account.

so did while in store, and they refunded the amount onto my account while in store, so i paid them for new sim.

it was a replacement handset. and was like for like handset

Techhead_2

What is the connection between a faulty handset and needing a micro Sim?

It may well be me, but I'm defining this hard to follow, sorry.

balmk

Don't just cancel the direct debit -failed payments will show up on your credit report making it difficult for you to obtain credit (including mobiles) in the future.

Ring them and tell them to put the £295 into dispute until this has been properly investigated. This will set that amount aside allowing them to bill you as normal for your usage and price plan.
Raise a formal complaint - their guide on how to do so is here:

http://support.t-mobile.co.uk/resources/sites/TMOBILE/content/live/DOCUMENTS/0/DO210/en_GB/Complaints%20Code%20of%20Practice.pdf

dazzadub

they have said to cancel direct debit, as bill will be raised on 11th may,and direct debit date is 26th may, they said as long as i make my payment by then ill be fine.

spoke to them again today as was told basically f off and pay what we tell you to pay.

fluffnutter

dazzadub wrote: »

they have said to cancel direct debit, as bill will be raised on 11th may,and direct debit date is 26th may, they said as long as i make my payment by then ill be fine.

spoke to them again today as was told basically f off and pay what we tell you to pay.

Stop ringing them and raise a complaint in writing via their complaints department. Advise that you're disputing this payment until a thorough investigation has been carried out.

dazzadub

update


emailed complaint yest eve. outlining issues etc

was called at lunch today, they asked my story etc.

she called back 20 mins later and said we have no record of this being told to you, but we see you were transfered to the person you say, and they havent added any notes to the system.

so t mobile have taken responsibility and have wiped the money off. and sent a email of written confirmation.

woohooo complaints do work

mattyprice4004

You are incredibly, incredibly lucky - go and buy some beers to celebrate.