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Please Help Mobile Contract Error
Brief explanation: I was on a Sim-only plan with Talk Mobile (which does not come with a phone so you get higher free minutes etc and only 1 month cancellation required).
I then upgraded to receive a free phone (after about 5 years of service with the company and did this over the phone through customer services) with a higher monthly charge and fewer minutes. I received the phone and have been using it for 12 months. When it broke a week ago, I contacted the company and they said the never sent me a phone, I insisted that the did and it became clear that I was still being charged under the conditions of the old sim only deal/contract which was supposed to end 12 months ago. An error on their part, not updating their systems.
My worry is that my phone usage may have exceeded the new contracts limitations but as my bills were still fairly low I did not curb usage. I genuinely did not realise that something was wrong until I pointed out the error last week when told a phone had not been issued to me. my online account STILL shows the sim only plan details. Can I proceed with a one month cancellation period as per the sim only deal, am i liable to pay for higher recalculated bills for the last 12 months of usage?
I have been told that this is 'being looked into' by their technicians. I have no idea what my rights are or what to do. Any constructive advice is highly appreciated.
I then upgraded to receive a free phone (after about 5 years of service with the company and did this over the phone through customer services) with a higher monthly charge and fewer minutes. I received the phone and have been using it for 12 months. When it broke a week ago, I contacted the company and they said the never sent me a phone, I insisted that the did and it became clear that I was still being charged under the conditions of the old sim only deal/contract which was supposed to end 12 months ago. An error on their part, not updating their systems.
My worry is that my phone usage may have exceeded the new contracts limitations but as my bills were still fairly low I did not curb usage. I genuinely did not realise that something was wrong until I pointed out the error last week when told a phone had not been issued to me. my online account STILL shows the sim only plan details. Can I proceed with a one month cancellation period as per the sim only deal, am i liable to pay for higher recalculated bills for the last 12 months of usage?
I have been told that this is 'being looked into' by their technicians. I have no idea what my rights are or what to do. Any constructive advice is highly appreciated.
0
Comments
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Wait for a reply and from now on demand all important information in writing or by a e-mail.
If they deny the existence of the new contract, just cancel the old one with 1-month notice.
If they confirm the new contract and the new phone, they have to repair or replace it if it's faulty, not damaged.0
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