Unfair Mobile Contract Extension Advice

BEN341

Hi all,

I am unsure about this situation, and this was the first place I thought of while considering a potential place for useful advice.

My partner has been a long-term customer of T-mobile, around 8 years. In May 2011 she signed up for an 18 month contract with a new phone for £42 a month. I advised her to sign up for 18 months as it was slightly better value for money over the long-term, and she would be able to get a new phone sooner, the flip side it cost £5 a month more than 24 month equivalent.

In January 2013 when the contract was up for renewal, which happened to coincide with my partner not long being out of hospital after the birth of our first child, T mobile called her to extend the contract. The deal was not good and my partner did not understand what the agreement was until a couple of months later. They tied her into a whopping 18 month contract extension, with no new handset for a £35 a month fee. This is a complete rip off. When I asked her why she agreed to this, her answer was she didn't really know what they were on about as she was more focused on looking after the baby, and just agreed to it because she thought she had to to continue using her phone.

We both realise this is a very raw deal and would like to know if there is any chance of getting out of this. T Mobile will be aware that this deal is a rip off, and someone got a nice bonus for getting her to agree to it. After being a loyal customer, this is not the treatment I expected for her.

My partner has no desire to move to another network, but is about to sell her old handset and put it towards the cost of buying out of this extension (wants a new phone and it annoys her I have the latest handset and barely use the thing). Even with the 25% discount for buying out, it will relate to a bill of at least £236. If this has to be paid she will never return to Tmobile or EE (etc).

I was wondering if anyone has any advice on how to handle this. Does anyone think it would be possible to negotiate with T-Mobile/EE on wiping off the extension on the basis of signing a new contract with them that will include a new handset?. While it would of course increase the monthly cost somewhat, it would represent better value for money due to the new handset. It would also result in Tmobile receiving a lower profit due to the expense of the new handset, but by sticking to this contract extension, they will lose a customer for what may be a decade.

I find it so difficult to believe that they would even attempt to sell an 18 month contract extension, with no new handset for £35 a month, when a sim-only deal of equivalent tariff rates would cost £15 a month.

Anyway, any input would be appreciated. My idea has been to write to their complaints department and explain the above candidly and honestly, but I worry they may not have the same good human-nature as many of us have.

Kindest Regards,
Ben

DUTR

Congratulations on your new arrival, now as you are both parents, you have to have your wits about you, her excuse is not good enough, and she didn't have to take up the deal there and then, if she was not changing the handset, then she should have gone sim only, I bet for the same airtime she would have saved at least £20 a month. I don't know if distance selling applies for your situation, if not in future you reach out to buy, not wait for a phone call, it is rarely if ever in your interest.

hcb42

hmm, I think you will have a struggle here, it seems like a poor deal but saved her £7 a month and she agreed to it...have you spoken to the phone company already, on the matter?

esuhl

I'm not sure if you'd have a chance of getting anywhere... But maybe your first step should be to ask for a copy (or transcript) of the call. I think you're entitled to it (if they have it) under the Data Protection Act.

But if it shows that your partner just agreed to the new deal, there's probably not much you can do about it.