T-mobile upgrade fraud

foodster

hi folks, some advice needed.
i'll try and keep it short.
my tmobile contract was due for upgrade on the 14/12/11.on 31st/12/11 i phoned customer services to arrange my upgrade.i spoke to a chap in south africa.this was at 15:00 hours.my wife couldnt decide on a phone so i asked the man to call back in an hour which he did.
we went through the upgrade process but as the postage was two weeks at best i said no, i dont want to upgrade now, i'll go into my nearest shop (merthyr tydfil) the following week.no problem the man said and hung up.this was at 16:00 hours.
i went to my local shop on thursday 03/01/12 with my wife to upgrade.i was told i already had an upgrade.apparantly, a few minutes after hanging up an upgrade was processed in a shop in england somewhere, bypassing the usual security (i.d etc) and taking a galaxy s3.
it took over an hour for them to work out what had happened as alterations had been made to my account.i was told to go home and they'd sort it out.
i phoned customer service from home to find out what was hapenning and had to report it all over again.a fraud disclosure was done.it will take them 28 days apparently to investigate it.they cant stop any money going from my account, they wont cancel my account because of the investigation, they wont cancel the upgrade because they want the phone back. i'm in total limbo and furious. i asked if it was a genuine mistake anbd was told no because of the alterations to my account.surely if it was done in a shop they just look at the cctv?
if anyone has any advice i'd be gratefull. thanks.

esuhl

I'd report the fraud to the police. It's all very well T-Mobile looking into it, but if a crime has been committed then I'd want the police to know so they can investigate and tie it in with other crimes, if necessary.

I'd give the non-emergency number 101 a call and see what they say...

Probably a good idea to let your bank know if any charges on your T-Mobile account will actually be taken from your bank account. Direct Debits are covered by the DD guarantee, so if any amounts are taken from your bank account without proper agreement, they (your bank) must immediately re-credit your account.

A few years ago T-Mobile tried to change the terms of their contract and fraudulently advised many of their customers that they had no right to cancel. Only when I repeatedly threatened legal action did they relent, and in an incredibly rude and obnoxious manner. There's no way I would deal with them again if I could avoid it -- the other networks have been lovely.

foodster

Contacted police,they told me it was a civil matter.bank where initially shocked at tmobiles security then gave me advice but if I cancel the dd payments then I lose use of the phone I wanted to upgrade in the first place.the outsourced call centers are terrible so I'm going back to my local store in the morning and get the manager to ring them and give the fraud people all the info the wouldn't give me.
It really is shocking how something that is quite easy to verify is apparently going to take 28 days.awful service.