T-MOBILE still taking money for cancelled contract

shoperholicnot

I am hoping someone can give some advice on where to go with this.
My daughter had a contract with T-Mobile it was something like £29 a month, she rang them and cancelled in November 2011. They were taking the money by direct debit, she did not cancel the direct debit until about 2 months ago (I know!, I know!:doh:)

A few weeks ago she got a letter saying that she owed them £44, her account had been suspended and they were sending her debt to a debt collection agency if she didn't pay up!

She rang them and the guy confirmed that they had a record of her calling up to cancel but for some reason it had not been processed, and he was putting in a request for the amount to be refunded. She has heard nothing since.

Today she rang them and the person again said that yes they had not processed the cancellation request and offered her £69!!!!!!
She refused and said she wanted all her money back and he said he would put in a request which would take 14 days,she said ok.

I think this is bullsh*t myself and they are just playing for time to get out of paying her.
What should she do from here? would it help for her to go to her bank and tell them whats happened? any advice greatly appreciated.
Thanks for reading.

grumbler

She can try calling her bank, quoting the DD guarantee and claiming back all the money that she is sure was taken incorrectly.

Alternatively, follow T-mobile standard complaint procedure, then take the matter to the ombudsman if needed. T-mobile don't have a leg to stand on.

Fifer

grumbler wrote: »

She can try calling her bank, quoting the DD guarantee and claiming back all the money that she is sure was taken incorrectly.

Plus interest and compensation for her costs and time taken in pursuing the matter.

grumbler

Fifer wrote: »

Plus interest and compensation for her costs and time taken in pursuing the matter.

Through a complaints procedure or a court claim possibly, but not through a DD indemnity claim.

Chriswright96

You want to also check your daughters credit report, as T-Mobile may have messed it up, and she may have trouble getting credit/loans/finance. T-Mobile done something similar to me (Apart from I cancelled the DD after cancelling with them), which you can see in my post in thread number 4523157 (Im a new user so can't post links )

shoperholicnot

Thanks everyone, i'll get her to phone her Bank and tell them whats happened,hopefully they will be able to help. i'll update on how she gets on.

Hi chris ,
yes im worried they may have messed up her credit , im going to get her to do a credit check with experian.
I dont understand how T-Mobile can refuse to pay her what they owe when they have admitted they were at fault! Disgusting.

oopsadaisydoddle

Do they mean that they have a note or record from when she ORIGINALLY requested to cancel OR from recently when she queried what was going on? (Or both of course).

shoperholicnot

oopsadaisydoddle wrote: »

Do they mean that they have a note or record from when she ORIGINALLY requested to cancel OR from recently when she queried what was going on? (Or both of course).

They have it on record the date that she originally asked to cancel, in November 2011, her request was logged but no-one processed it.

oopsadaisydoddle

If she hasn't already, she needs to escalate it within customer service or write to them as an official complaint. If they don't refund she should raise it to Ofcom.

grumbler

To the ombudsman, not Ofcom.

oopsadaisydoddle

grumbler wrote: »

To the ombudsman, not Ofcom.

Why not Ofcom?

ETA, Ofcom are the telecoms regulator?