Carphonewarehouse Talk Mobile Missold Help Needed Please

xtrovert

Hi,

I would like to share my ordeal with Carphoneware(CPW) and TalkMobile and would appreciate if anyone could advise me how to resolve my problem

On 10 June I called to upgrade my contract and spoke to CPW(Talk Mobile) as my contract was due to expire.
I spoke to the advisor who offered me a 24 months Contract with the following details
£26 a month
Samsung Galaxy S3 White
850 Minuntes a month, 1500 texts, 1GB Internet, £30 Automatic cash back and £25 credit on my account so that I could buy any accessories from CPW instore. so I bought this contract over the phone. I was promised my Handset will be delivered to me on 12 June.

I didnt receive my handset as promised and upon calling TalkMobile Customer service for two day I received a handset on 14 June. To my surprise They sent me a Samsung Galaxy S2 instead of Samsung Galaxy S3. Please note that I was already on one year contract with CPW and Talk Mobile and had Samsung S2 for the last year when I upgraded.

Called customer service and was advised to go to CPW instore. I went in Huddersfield CPW branch to return my handset on 15 June and explaine d the issue. THe girl there was helpful. She spoke to The TalkMobile regarding wrong set been sent to me and also confirmed that My Contract would still remain as it was offered to me and I will be sent a new correct Samsung Galaxy S3.
after another week I received my correct Handset Samsung Galalxy S3 yesterday but the paper work that I received with it says that I am on a £30 monthly contract. Please note I have called several time in he last week to speak to the Management of CPW and Talkmobile and every time I was promised a call back which I never received.
So yesterday I went in CPW Huddersfield with the new handset and the Paperwork and explained my problem to a buy instore. Who said He can not do anything regarding this as the contract is with TalkMobile and CPW can't do anything to help me. which was total rubbish..
I called in today and spoke to another guy to customer service who said I am on £30 monthly Tarriff which I never agreed to. How can they sell me a differently priced contract when I never agreed to it. I agreed to the deal I explained above. and it was £26 a month, this advisor said today he will arrange someone in the sales department to listen to the sales call and then they will decide if they will give me the deal I originally bought. If they can not offer me the same deal I will have to send my handset back to cancel my contract. I am still not able to use my new sim card because CPW may charge me for the use of the sim card.
To be honest I think I have made a mistake when I decided to upgrade my contract with CPW and TalkMobile

To e this is the worst example of customer service and complete disregard to what I have been through of the last 2 weeks.

Could anyone please advise if I have a right to take to Offcom. How shall I take it further if CPW disputes it? Could any one please confirm if my 14 cooling off period actually started from 22 June when I actually received my correct Samsung Galaxy S3 handset.

Please help if you could.
Kind regards
Jav

DUTR

So what does the recieved paperwork suggest?

xtrovert

I only received one receipt with the phone and it suggests that
I am on £30 a month and allowances are 750 mins, 1500 texts and 1 gb of internet.no mention of cash back and credit on my account. No mention of the £26 a month.this receipt is from carphonewarehouse.
And carphonewarehouse in store says that they got nothing to do with this.its talk mobile that I need to speak to :-(

DUTR

xtrovert wrote: »

I only received one receipt with the phone and it suggests that
I am on £30 a month and allowances are 750 mins, 1500 texts and 1 gb of internet.no mention of cash back and credit on my account. No mention of the £26 a month.this receipt is from carphonewarehouse.
And carphonewarehouse in store says that they got nothing to do with this.its talk mobile that I need to speak to :-(

So the he said she said may not wash, some push for a recording of the call , but without being party to it, then it is hard to determine if you only heard what you wanted to hear

xtrovert

As i explained i have had samsung s2 already for the last one year. I wantdd to upgrade to the next model. I dont sufder from short term memory loss. If i even had a doubt that i was wrong i wouldnt have asked for help
I would have simply returned the handset and cancelled my upgrade. But now after they have fobbed me off for the last 2 weeks I am not prepared to let it go as one of thing. You would understand if you were in my shoe. Thanx for the input

DUTR

xtrovert wrote: »

As i explained i have had samsung s2 already for the last one year. I wantdd to upgrade to the next model. I dont sufder from short term memory loss. If i even had a doubt that i was wrong i wouldnt have asked for help
I would have simply returned the handset and cancelled my upgrade. But now after they have fobbed me off for the last 2 weeks I am not prepared to let it go as one of thing. You would understand if you were in my shoe. Thanx for the input

Which would have been the immediate option for many, the latest flagship model handsets are rarely available for upgrade, watch when the IP5 releases how many will suddenly have claim for losses faulty etc as the networks won't offer to exisiting customers.
You are right to not let it rest.

xtrovert

Yeah, moreover i didnt go and beg them to give me this deal. They offered it to me as a retention deal. And i have worked previously in insurance company and now work in a bank in complaints department. I know it doesnt take long to listen to one call and investigat one complaint. They intentionally never brought it and never called me back so i would use the sim cardband then they can say because i have used the new sim card i am boubd to pay £30 a month.