Contract more than I was told

Macrae88

High, I signed up for an upgrade today with t-mobile, I was told I could get a new phone with a 24 month contract for £12.50 per month, my contract has now updated on the my-t-mobile website, and is showing as £21 per month!

I did all this via Live Chat, and was told it was a one day offer they could give me (yeah right) and the usual price would be £21. Because it was live chat I've got no record of them saying this. Can anyone tell me what I can do? Especially if they say there's nothing that they can do? I can't afford to spend £21 per month, I'm very stressed out and anxious now having found it's showing as £21.

Has anyone had anything like this before?

Thanks

grumbler

You have 14 days cooling off period to cancel your upgrade.

Demand confirmation of £12.50 in writing or by a e-mail - this can be some discount that you can't see online. If they refuse, just cancel. In the future always ask for the chat transcription to be e-mailed to you.

http://help.ee.co.uk/system/selfservice.controller?CONFIGURATION=1016&PARTITION_ID=1&secureFlag=false&segment=Consumer&TIMEZONE_OFFSET=&CMD=VIEW_ARTICLE&ARTICLE_ID=51079&CUSTOM_BRAND=EE

diamonds

The infamous O/T/EE incorrect upgrade info...

As grumbler - ask for confirmation/return if need so be.

Macrae88

I've just spoken to someone at t-mobile and they said it's "probably" because my loyalty discount hasn't been applied yet, but all they can see is my old contract.

They also told me to speak to upgrades to get a copy of my transcript, which I can't do it just keeps telling me I can't upgrade for 2 years... anyone have a direct number for them by any chance?

Thanks

grumbler

They are perfectly capable of putting you through to upgrades. Just be more confident and persistent. Don't let them fobbing you off. Take a note of names and time for a possible complaint later.

And it's nonsense that "all they can see is your old contract" while you can see the new one online.

Can you not use the live chat again?

Cycrow

I dont know about tmobile, but when vodafone do something like that they basically add a discount onto a normal tarrif. So it'll show the normal tarrif price, but when the bill arrives apply a discount.

i dont know if tmobile does this, but it could be the case.
But you will need to contact them and find out, and get it in writting if you can, so if they do end up charging you full price, you have something in writting to get your money back.

if you cant get it in writing i would just cancel it before your cooling off period ends

Buzby

There is no cooling off period on an upgrade - never has been, and never will.

simax

Buzby wrote: »

There is no cooling off period on an upgrade - never has been, and never will.

Unless you order via phone/web - then DSR rules apply.

grumbler

Buzby wrote: »

There is no cooling off period on an upgrade - never has been, and never will.

Is it that difficult just to check the link before posting?

You’ll have 14 calendar days from when you join or upgrade, including the day of original purchase or upgrade, to return your phone and/or plan to the store where you purchased.

Another link: Distance sales returns policy

If you’ve bought equipment and or entered into a service agreement for telephone services as a consumer, you’ll have the right to cancel your purchase under the Consumer Protection (Distance Selling) Regulations 2000....
If you’re returning an upgrade, you’ll then go back onto your previous phone and plan

Macrae88

Hi guys, thanks for all your input.

I have spoken with the t-mobile UK twitter team, and they've looked into it for me and have messaged me back saying that I've got an £8.50 discount that will be applied every month.

So hopefully everything is sorted now. And if it isn't does an email from the official t-mobile twitter account count as having it 'in writing'?

Thanks

Cycrow

yes if they have sent you an email confirming it, then if it doesn't happen you can use that as evidence for them to sort it out