Positive message about T-Mobile and my lost phone saga!

sevenredpoppies

My youngest son recently lost his mobile phone ......... he has autism and doesn't go out very often but in the instance he does he takes his phone just in case he starts to panic and needs to contact me ...... anyway the phone was dropped somewhere, he didn't notice and I didn't know until I received a text from T-Mobile saying due to high usage I might experience some interruption in service......... so logged on to the site and had a check to find a staggering £695 had been ran up on his number within a two week period :O At this point I asked him where the phone was - he didn't know - so I phoned up T-Mobile only to find I was liable for the entire amount. I was hysterical to say the least. I contacted the police too who could only put it down as a lost property report since I didn't know where or when it was lost / used Their advice was to go through the bill and try to find out from that who had it. So this I did! I spent a good 4 hours going through all 4000+ entries, grouping into calls and texts and to which number, and the first one that had been texted and the most used on this list (£150 worth of texts alone in a 2 week period!) turned out to be the girlfriend of the cretin who had ran up this bill. How did I find out? By putting each number into facebook search and lo and behold I struck lucky. Ten names and the top one was his girlfriend - her profile was on private but by seeing which name came up through the other names, I found him, relationship status on display, full name, date of birth.......... so I took this info to the police and they could now treat it as theft??? This was almost two weeks ago - heard nothing back from the police - not even a thanks for my astounding detective skills :P So I wrote to T-Mobile and explained the circumstances and also acknowledged liability but asked if I could pay this up as I simply couldn't afford this all in a oner or was there any way the amount could be reduced because with VAT added plus my contract phone the bill came to nearly £1000 Anyway ....... a lovely person from T-Mobile called me today, said the bill couldn't be written off completely but she could scrap the texts and these alone came to £400!!! A payment plan has been set up for me so I pay the remainder over a 5 month period, a new sim is getting sent out for my son and they've capped this so if he for any reason uses up his phone allowance within the month (highly unlikely) or he loses the phone again (more likely) then no bills will be run up past his limit.
I'm needless to say utterly delighted and relieved that T-Mobile have been so understanding in a situation that has caused me a great deal of grief. I don't often post on here but I felt credit where credit is due - they didn't have to take anything off the bill but obviously I'm hugely grateful that they have. Thank you T-Mobile - I'll be sticking with you through another contract

Fifer

sevenredpoppies wrote: »

My youngest son recently lost his mobile phone ......... he has autism and doesn't go out very often but in the instance he does he takes his phone just in case he starts to panic and needs to contact me ...... anyway the phone was dropped somewhere, he didn't notice and I didn't know until I received a text from T-Mobile saying due to high usage I might experience some interruption in service......... so logged on to the site and had a check to find a staggering £695 had been ran up on his number within a two week period :O At this point I asked him where the phone was - he didn't know - so I phoned up T-Mobile only to find I was liable for the entire amount. I was hysterical to say the least. I contacted the police too who could only put it down as a lost property report since I didn't know where or when it was lost / used Their advice was to go through the bill and try to find out from that who had it. So this I did! I spent a good 4 hours going through all 4000+ entries, grouping into calls and texts and to which number, and the first one that had been texted and the most used on this list (£150 worth of texts alone in a 2 week period!) turned out to be the girlfriend of the cretin who had ran up this bill. How did I find out? By putting each number into facebook search and lo and behold I struck lucky. Ten names and the top one was his girlfriend - her profile was on private but by seeing which name came up through the other names, I found him, relationship status on display, full name, date of birth.......... so I took this info to the police and they could now treat it as theft??? This was almost two weeks ago - heard nothing back from the police - not even a thanks for my astounding detective skills :P So I wrote to T-Mobile and explained the circumstances and also acknowledged liability but asked if I could pay this up as I simply couldn't afford this all in a oner or was there any way the amount could be reduced because with VAT added plus my contract phone the bill came to nearly £1000 Anyway ....... a lovely person from T-Mobile called me today, said the bill couldn't be written off completely but she could scrap the texts and these alone came to £400!!! A payment plan has been set up for me so I pay the remainder over a 5 month period, a new sim is getting sent out for my son and they've capped this so if he for any reason uses up his phone allowance within the month (highly unlikely) or he loses the phone again (more likely) then no bills will be run up past his limit.
I'm needless to say utterly delighted and relieved that T-Mobile have been so understanding in a situation that has caused me a great deal of grief. I don't often post on here but I felt credit where credit is due - they didn't have to take anything off the bill but obviously I'm hugely grateful that they have. Thank you T-Mobile - I'll be sticking with you through another contract

Well done on your detective work, but a !!!! poor response from the police. I wouldn't let that drop.