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T Mobile not refunding monies owed
Hi
Has anyone experience of dealing with T Mobile to obtain a refund of monies owed (rather than a credit to my account)? Details as follows:
T mobile acknowledge that they erroneously withdrew £300 from my bank account as per my January 2013 T mobile monthly statement. Unfortunately I did not spot the error until the March statement when I first began to contact them (through the '150' contact number). In my first call (March 2013) they agreed it was their error and that they would refund the money within next 6 weeks. I reluctantly agreed, but despite calling them every month since, they still stick to the line that "it will be refunded and show in the next months billing statement" which it does not!
Today (25th May), on contacting T mobile, I refused to be 'fobbed off' and requested they put me through to someone in authority. After a long wait all they would commit to is to get "their manager" to call me back "sometime today within office hours".
The issue is that they seem reluctant to refund this unauthorised overcharge even though they acknowledge it was their mistake.
They seem intent on simply crediting my account. As my monthly contract charge is only £16 I believe a 'credit' to draw down on is simply too long a period - I am currently ( May 2013 billing statement ) showing £254 in credit.
Am I being unreasonable in asking for a refund and how else should I proceed given that I not wholly sure that 'the manager' will call me back as promised or provide a satisfactory answer?
Many thanks in anticipation
NB The original 'error' I understand was caused when I transferred at the end of my previous 2 year contract with T Mobile to another 2 year contract with them. It seems the agent who processed the new contract 'forgot' to flag I was moving to a new contract with them. The 'system' then automatically deems that as I was 'closing' the previous contract 5 days within the two year period allowed and that "I am charged a £304 'early closure penalty'".
Notwithstanding, £304 seems rather a hefty charge for just 5 days 'early closure', I have never in fact left T mobile and have received continuous cover for the last 2.5 years.
Has anyone experience of dealing with T Mobile to obtain a refund of monies owed (rather than a credit to my account)? Details as follows:
T mobile acknowledge that they erroneously withdrew £300 from my bank account as per my January 2013 T mobile monthly statement. Unfortunately I did not spot the error until the March statement when I first began to contact them (through the '150' contact number). In my first call (March 2013) they agreed it was their error and that they would refund the money within next 6 weeks. I reluctantly agreed, but despite calling them every month since, they still stick to the line that "it will be refunded and show in the next months billing statement" which it does not!
Today (25th May), on contacting T mobile, I refused to be 'fobbed off' and requested they put me through to someone in authority. After a long wait all they would commit to is to get "their manager" to call me back "sometime today within office hours".
The issue is that they seem reluctant to refund this unauthorised overcharge even though they acknowledge it was their mistake.
They seem intent on simply crediting my account. As my monthly contract charge is only £16 I believe a 'credit' to draw down on is simply too long a period - I am currently ( May 2013 billing statement ) showing £254 in credit.
Am I being unreasonable in asking for a refund and how else should I proceed given that I not wholly sure that 'the manager' will call me back as promised or provide a satisfactory answer?
Many thanks in anticipation
NB The original 'error' I understand was caused when I transferred at the end of my previous 2 year contract with T Mobile to another 2 year contract with them. It seems the agent who processed the new contract 'forgot' to flag I was moving to a new contract with them. The 'system' then automatically deems that as I was 'closing' the previous contract 5 days within the two year period allowed and that "I am charged a £304 'early closure penalty'".
Notwithstanding, £304 seems rather a hefty charge for just 5 days 'early closure', I have never in fact left T mobile and have received continuous cover for the last 2.5 years.
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Comments
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how was it taken? call bank and reverse the DD.(dd typical means of paying)0
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When they owed me money, they offered to send me a cheque. I actually wanted them to reinstate my account and to credit the amount to it, as that was the way it was before their error. They refused. I sent an email to their head office and on the next call it was all sorted. .
They tend not to reply, but to send instruction to their customer services. An odd and rather unsatisfying arrangement, but job done.0 -
NiftyDigits wrote: »When they owed me money, they offered to send me a cheque. I actually wanted them to reinstate my account and to credit the amount to it, as that was the way it was before their error. They refused. I sent an email to their head office and on the next call it was all sorted. .
They tend not to reply, but to send instruction to their customer services. An odd and rather unsatisfying arrangement, but job done.
Could you please let me have the email address for their head office. My mum signed a contract with them in January for £26 per month and they have been taking £36 each and every month since then. They admit its their fault and 'it will show on the next bill' but it hasnt as yet. My poor mum who is 63 and in ill-health has been into store but gets fobbed off each and everytime. Its really upsetting her. I have a lengthy letter ready to be sent to their office in Sunderland but a fax number or indeed email address would be fantastic. Many thanks in advance
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UPDATE!
Many Thanks Sparky93.
T Mobile did NOT call me back as they had promised, so waited three days then Contacted my bank and monies was DD reversed within 24 hours.
But .................. T Mobile have now also refunded the monies (they did not let me know they were at last going to do this or I would not have used the [above] DD reverse). Now I owe them £254. Ho Hum !0 -
UPDATE!
Many Thanks Sparky93.
T Mobile did NOT call me back as they had promised, so waited three days then Contacted my bank and monies was DD reversed within 24 hours.
But .................. T Mobile have now also refunded the monies (they did not let me know they were at last going to do this or I would not have used the [above] DD reverse). Now I owe them £254. Ho Hum !
Contact them and let them know that you will credit their account with you. Their credit will reduce at £16 per month ...There's love in this world for everyone. Every rascal and son of a gun.
It's for the many and not the few. Be sure it's out there looking for you.
In every town, in every state. In every house and every gate.
Wth every precious smile you make. And every act of kindness.
Micheal Marra, 1952 - 20120 -
DOHH they are muppets...UPDATE!
Many Thanks Sparky93.
T Mobile did NOT call me back as they had promised, so waited three days then Contacted my bank and monies was DD reversed within 24 hours.
But .................. T Mobile have now also refunded the monies (they did not let me know they were at last going to do this or I would not have used the [above] DD reverse). Now I owe them £254. Ho Hum !
see what the next bill says I guess. And have the £254+ usual monthly ready for dd to be taken..0 -
DOHH they are muppets...
see what the next bill says I guess. And have the £254+ usual monthly ready for dd to be taken..
An update!
Thanks Sparky. That is just what I thought, however............ I have this week (Tuesday and today Thursday) received two calls from T Mobile collections department saying I was in arrears. I explained what had happened and that I was waiting for new (June) bill [as I write, due tomorrow]. They agreed okay to do this but best call their Customer Services dept (150 from my phone) as my 'record' currently shows I am in arrears to tune of £250+ and that I had missed a payment. [NB despite I have always had a DD agreement for full amount of bills to be paid!].
On just now calling 150 I was not put through to Customer Services as I thought, but yet to another 'Collections dept' agent [Jill]. She refused to acknowledge their error, instead insisted I had 'missed a payment' and that I was £250+ in arrear due to my missed payment. She treated me as if I was the one in the wrong and made me feel very uncomfortable with her hard ball telephone manner ..... guess I will remember that when my contract comes up for renewal
I am now going to check my bill when visible to me tomorrow and then make full payment of any amount that is in debit - the aforementioned £254.
The 'hard ball' Jill stated that the only way I could get this apparent reference to my 'non-payment' removed from my credit reference was to write to their HQ.
I now give up as T Mobile will not accept emails to their usual address and life is too short.
Am not at all happy how T Mobile have handled this whole episode, you would think they would have some sort of system to rectify when they make mistakes, but apparently they don't make mistakes............. call me naive!0 -
Send them an email, detailing the problem and the attitude of the collections agents.
executive.office@orange.co.uk (bizarrely this is the T-Mobile Exec Office contact email now).
olaf.swantee@ee.co.uk
executive.office@everythingeverywhere.com====0
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