T Mobile Roaming

trickeylady

My daughter has a fixed credit contract with T Mobile. She has £180 credit each month and pays a fixed amount for it. She recently went to Dubai to visit a friend and advised T Mobile. She told me that they didn't tell her that her limit wouldn't apply abroad and has now received a bill for £500!!! Surely they have a duty of care to their customers???? She is 19 and a student and only works part time. Don't they get messages if a phone is being used excessively? Someone could have nicked the phone for all they new! Any advice would be greatfully appreciated. I have asked T MObile for a copy of the phone conversation to see if they did tell her about the credit limit. Other than that is there anything else I can do.

Many thanks for reading....

g33za

unfortunately you will have to pay it. It is your (daughters) responsibility to ensure that whilst she using the phone abroad to understand the (high) roaming call costs to make and receive calls there.

Calls made outside the UK aren't included in any bundle you use so as such you get charged for them. The bundle only applies in the UK. Im pretty sure your t&c will state this so do check there.

feival

Also when she arrived there she got sent a message from T-Mobile telling her how much calls would cost. Did she forget to tell you that. I know she did since I got one when I was there from T-Mobile! I am sorry to say that she is just taking mum/dad for a sucker hoping you will pay up for her. Sad truth is that teenagers are too quick to make mistakes and even quicker to expect someone else to sort out their mess afterwards!

reehsetin

^yep correct she should have i did

plus she should be aware of the conditions of her contract, when i signed up to flext it explicitly told me what was included in my allowance
anytime/net mins, texts and piccy messages

trickeylady

Hi thanks for your responses. She did get a message telling her how much calls were but I think it was more around the fact that she thought her credit limit still applied. I can assure you I won't be paying the bill just feel that the company has a duty of care to its customers to advise them properly when they make changes. Whether or not its in the T & C. I work for an insurance company and we have to tell the customer how it will affect their ncd if they claim (by law)!!

g33za

tmobile sending a text message is more than they are obliged to do to be fair.

MrRincewind

also when people are outside the UK using the roaming facility, there are delays from the donor network passing the information on to the persons network, this could also be the reason why she managed to exceed her call limit by so much

trickeylady

Just to update, I wrote a letter on behalf of my daughter and T mobile have just called to say that as a gesture of good will they will reduce the bill by two thirds. Thats over £300 taken off. She did say that the text message does confuse people and they do tend to take it that they are still able to use their credit limit abroad. More than pleased with T Mobiles complaints process!!!!

buglawton

I have stuck to Virgin Pay as You Go phones forever (and Tesco Mobile PAYG for Europe since its much cheaper than Virgin for roaming) since you have to consciously top up your credit each time it runs out, to avoid the typical problem in this thread. Boringly Moneysaving I know, but there you go.