Beware of T-Mobile redemption team!

andyjonesx

I thought I would share my experience, in hope that others might learn from my mistakes and get things in writing.

6 months ago I had finished my £32 18-month contract, and was looking to lower it to an £8 while I awaited the Samsung Galaxy S3. I was put through to redemptions, explained I wanted a phone that will last me a while (the S2 was 6 months old), and he convinced me to stay. He told me that if I was to leave for the time between the release of the S3 I would lose my loyalty bonus (3-4 years, which he said worked out as a lot). I told him I didn't want a contract as I wanted the S3, but he said that if I take the 12-month, I can phone up as soon as it is out and get it for a good price.

Last week I tried to enquire about the prices and they told me that I can't upgrade at this point of my contract, and that if I really wanted to I would have to pay £87 (I have 6 months left, it would be cheaper to let it run...). Even if I was to do that, my loyalty wouldn't go towards it because I'm in contract. I complained that I was mis-sold the contract, and that I accepted it only because I was told my loyalty would get it me at a cheaper cost. The complaints team had no interest in helping, and still said I'd have to pay to leave, or I could upgrade and they would let me have it for a cost that is still way above competitors. I would honestly say this is the worst company I have dealt with, and a month ago Thomson nearly made me miss my flight home by forgetting to get the transfer!

So, the moral of the story... don't agree to a contract based on what they say on the phone. There is no way for me to prove he told me that. He got his bonus for keeping me by lying, and there isn't much I can do now. Knowing that they only give the money off to keep customers, I should have asked for it in writing that I would get my loyalty discount towards it, and be able to upgrade at any time.

Hope this might help somebody.

grumbler

Edit the title. It's retention, not redemption.

Crabman

andyjonesx wrote: »

So, the moral of the story... don't agree to a contract based on what they say on the phone. There is no way for me to prove he told me that.

The verbal comments form part of the contract.

You may be able to prove this by making a formal complaint and asking that they listen to the call recording.

Just because it isn't in writing doesn't mean you can't seek redress for an alleged breach of contract on their part.

simax

...... and it's the retentions team, not redemptions.

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