Fed up with T Mobile?

banger9365

law says reasonable time ,14 days is not bad if you look at virgin they say 35 days

RosiPossum

Robyn552 wrote: »

Help I need some advice what to do?

T-Mobile took £247 out of my account last Wed for my handset, when I phone and said the handset was free with my contract, they said it would take until the 18th to be investigated.

I have called them today and been told yes its there error and the money has been credited to my T-Mobile account, and will take 14 days to be paid back into my bank.

Its a week to Christmas and I need the money now, can anyone tell me what are my right here?

Make sure that the money does go back in. I've been told over and over that the money will be in my account within 14 days and it isn't. They just mess you around.

dora87

I renewed my contract in March in store - signed the direct debit form whilst there.

Checked my account roughly when my first bill should have gone out - hadn't gone - popped in to the store was told not to worry it maybe a few days late going out as new paperwork etc.

9 months down the line I now pay my bill monthly over the phone using the automatic system as T-Mobile seem to have lost the ability to sort out the direct debit - most months I have to ring up 150 to find out how much my bill is as they seem incapable of telling me and once got cut off as I completely didn't realise that my bill had been 'issued' though not on paper, via myt-mobile online or with a text message from them.

can't wait for this contract to be up so that I can leave!!! Been with them for over 12 years and this is the first year I have had problems - but it just seems to be one thing after another with them!

Going4TheDream

Maybe I am lucky but I have been with them since the days of One2One and have found that when I have queried anything they have always been on the button with answers, I used the overseas call centre last week and my issues was resolved on the phone in one call by a helpful polite guy, I queried a few charges on the bill, asked what they were for and it turns out it was actually my daughters error not understanding exactly what her contract consisted off re free usage on calls etc. They could have said its your fault but didn't, the guy explained what was and wasnt included in the contract, and said that he would credit the charges, I didnt ask him too as once he has explained it was clear it was not t-mobiles error. Personally I cant fault that for service.

Hezzawithkids

I've been with them since 1996 and have just cancelled - they are beyond awful. Coverage in our area has gone from bad to worse in the last 12 months - I need to stand at a particular point by my kitchen window if I'm to get a decent signal in my house. I'm a freelancer who works from home sometimes and I'm convinced I've missed calls and/or offers of work because people can't get hold of me. Getting to speak to someone in Customer Service is like searching for the Holy Grail, and when you do get through to a human being 9 times out of 10 you get the overseas call centre, and all they can do is read from a script. Their advice is inconsistent - if you ask 3 different people the same question you get 3 different answers. I've spent the last month trying to extracate myself from them, and faced intolerable delays in returning equipment form an upgrade I ordered then cancelled, getting a PAC, and I'm still waiting for a handset unlock code that I requested 3 weeks ago.

I have voted with my feet and gone over to someone else. With any other organisation where I've had a 16-year relationship I would feel something like a pang, but not this time. Good riddance.

Bellabella_2

giraffe69 wrote: »

I haven't had a problem and think they are good. No complaints, whines or whinges.
However they deal with complaints you really expect them to leave a link on their site to a Facebook page dedicated to running them down! Get real!

Yes, I do expect them to leave a link to a page that is dedicated to supporting customers in a way T Mobile isn't. This is not about 'running a company down'. It's about working together to get our grievances dealt with. A number of us have now been barred from the T Mobile facebook page and had the phone put down on us by the call centre staff when we complain - politely. It seems policy is to ignore complaints! This is not good customer service. I would imagine it's also a breach of contract! I have been with T Mobile for about 12 years and never had cause to complain till recently. Now they are part of EE with Orange and own half the market, seems they think customer care is no longer important. If they lose the 17% of customers that are unhappy with them, they might think again.

Bellabella_2

I can't post the link to the facebook support group, but it is also on the OFCOM page.

DUTR

Bellabella wrote: »

I have had so many problems with T Mobile, and the customer service is atrocious. Looking on their facebook page, I saw that an awful lot of other people felt the same way. So, I've made a facebook group 'T Mobile Customer Complaints' for customers to air their grievances and for us to take action to address this situation together. I posted a link to the page on T Mobile's facebook page, and they've banned me posting again on the page! This is how T Mobile deal with complaints. They put the phone down on customers and ban them from their facebook page! Apparently, T Mobile (and Orange because they're the same company) think they are so big they don't need to listen to their customers! If you've had a problem with T Mobile, please join us in our attempt to get them to understand that they do need to listen and that poor customer service = losing customers and profits!

Unless you are the CEO for T Mobile, why worry about them losing customers or profits? I trust you are in the UK and hence you have a choice of several other providers to try, it is fair for me to assume you would be equally unhappy with any other provider.

mits999 wrote: »

There were many people who complained to Ofcom and t-mobile tops the table see below

Pay monthly mobile – T-Mobile worst

• T-Mobile received 0.17 complaints per 1,000 customers.
• Three, 0.16.
• Orange, 0.16.
• Vodafone, 0.14
• Virgin, 0.10
• O2, 0.05.

Stats are great eh? Either way you look at it, that is a small amount of complaints for any provider considering their customer base. Even on the other end of the scale whilst the O2 customer is most unlikely to complain, it is no consellation for the plaintiff whichever network they are with.

giraffe69

If they lose the 17% of customers that are unhappy with them

If it is 0.17 complaints per 1000 customers then whatever else it is it is not 17%. Let's hope the rest of your complaints are more based in fact.

enya_3

I don't know if they are the worst - but they certainly score 0/10.

I have tried unlocking an iphone with them - they take your money and quote 28 business days (a strange enough period). That was 11th October - and I am a customer (but not for long). If you look at the T-mobile forums, you will see that others have been waiting even longer. Polite chat from offshore call centre, nothing ever happens - and if you send a complaint you get an automated acknowledgement and nothing else.

I urge anyone who reads this NOT TO EVER USE T-MOBILE FOR ANYTHING. I can't say that others are any better, but on the basis of the 'service' they have given me I do not believe they deserve to be in business in today's market.

I am taking them to the Small Claims Court.