t mobile misold me upgrade and wont let me cancel

xoxoemzxoxo

Hi,

On 22/12/12 I upgraded my phone and renewed my contract with t-mobile, changing my tariff at the time.

I went into a shop called phonehouse and they called t-mobile on my behalf by calling 150 from my own mobile phone.

I was advised that my new tariff would be 900 mins 500 txts 750mb of data and flexible booster of unlimited texts for £26 a month inc VAT.

However when i logged into my tmobile account today it shows that my line rental cost is £36.45 PLUS VAT and £4.25 for my flexible booster.

The cost of my line rental is more than it says on the written paper i got from the shop.

On my old contract my flexible booster was free and i was not advised that it would now become chargeable.

I phone t mobile to query this with them, they were very unhelpful.

All they kept telling me was they could do nothing about it and go to the shop and that my total charges a month would be £36, £10 more than i was told i would be paying.

I then tried to cancel this upgrade tariff but was advised that i am out of the 14 day cooling off period. I tried explaining that I was not aware that they are charging me more until today so how could i have cancelled within that cooling off period. All they kept advising me was that they could do nothing as i upgraded in a shop and that i have to go back to the shop to get them to call t mobile.

I cant understand what the difference is of me calling t mobile from my phone or a man in a shop calling them we both get through to the same person? I am unable to get to the shop during its opening hours as i work.

I need advice as to what to do know as i am going to be stuck in this contract for 24 months paying £10 a month more than i was told to start with?

rummy

T-mobile are really rubbish. I just called to get my PAC.

If you have written paper work to say you are due £26 a month then you should be okay. Can you not call the shop and explain to them to call and get back to you if you can't go during working hours?

If not, I would write a letter of complaint to t-mobile exhausting their entire complaints procedure since you can't email them anymore and send this recorded delivery so you have proof that you contacted them.

NXV839

By "written paper", do you mean your contract? If so, just take that into the shop and explain the situation. The person on the phone can just see what is on the screen so it should be resolved quicker by showing that document in person.

chanz4

the errors with the shop not tmobile, also why they use your phone and not theirs

macman

There is no cooling-off period on upgrades. So you'd have to pursue the mis-selling approach.