T-Mobile Issue

aaarrrggghhh

Back in December 2011, I took out a contract phone with T-Mobile at £25 per month, inc. texts, calls and limited data.

After my first month's use, I received a bill which indicated I would need to buy a bolt-on to avoid being charged more for data I used above the contracted allowance.

I called T-Mobile in January 2012 and had this bolt-on added. Or so I thought...

From this point on, I assumed my bill would be £25 + £5 per month for the bolt-on for unlimited data.

However, in July of this year, I looked at my bill for the first time to find no such bolt-on had been added to my account and, furthermore, I had been charged approx. £50 per month since January rather than the anticipated £25 + £5.

I immediately called T-Mobile who said they'd look into it and call me back. I wasn't able to take their return call, so they left a voicemail admitting they had a record of me requesting a bolt-on in January and couldn't understand why it hadn't been added to my account. They apologised and stated I would receive a £5 reduction in my monthly bill from now until the end of the contract (17 months). I still have this voicemail saved to my phone and PC.

Needless to say, this issue has continued ever since. The bolt-on was finally added in September (by which point, I estimate I have been overcharged by approx £200 on my monthly bills) and there is no sign of the £5 per month discount promised since July (I estimate this to be £20 and rising each month).

I have called and contacted T-Mobile through Twitter, only to be fobbed off on each occasion.

I don't know what to do next. I'd like to get out of my contract - surely they have reneged on the agreement made with me? If anyone has any advice, I'd be extremely grateful.

horsepills

aaarrrggghhh wrote: »

Back in December 2011, I took out a contract phone with T-Mobile

First mistake...

aaarrrggghhh wrote: »

in July of this year, I looked at my bill for the first time

Second mistake...

aaarrrggghhh

That should read, 'first time since the supposed addition of the bolt-on'.

I realise I am at fault for not checking bank statements/mobile bills regularly but, rest assured, I do now!

thatsean

Compliant in writing - follow the procedure on the website. I doubt you can use the fact that you took months to look at a bill and draw their attention to the error as an excuse to get out of commitment.

aaarrrggghhh

I doubt that, too. However, the fact the issue is ongoing after it was drawn to their attention (it continues months after, in fact!) and they have admitted liability in that I have a recording admitting their error MAY mean I can, surely?

Just for the record, I wouldn't mind seeing out the contract, providing I am charged correctly!