Tmobile joke

Ebobo

Ok here s the summary:

Thursday 12th December 2013 and wifes mobile is stolen. reported to Tmobile and blocked - so far all good.

As we are NOT insured through Tmobile I instigate a claim on home insurance - so far all good.

Friday 13th December 2013 I ask Tmobile what my options are to obtain my wife a phone sooner than the insurance can pay out. They advise "early upgrade". On my wifes phone that would cost me something in the region of £300, so opt to upgrade MY phone which would cost £80 for early upgrade.

I go ahead and I am told my new EE package will cost £23.99 and will have a spanky new Samsung S4 mini. As they do not deliver at weekends that will be with me on Monday 16th December 2013.

Shortly after completing the upgrade i receive a text message from EE advising my new monthly contract will cost £32.99 a month. Some £9 more than i agreed to. I promptly call Tmobile to cancel on Saturday 14th December 2013.

Cancellation is agreed (please remember I have not received anything yet ... mobile or sim), however the advisor WRONGLY orders a NEW sim for my Tmobile account. This renders my exisiting phone useless.

Numerous calls to support and three of the advisors suggest the quickest way to get my line reactivated is to visit a store and purchase a sim for £10. This charge, as it is their mistake in switching off the phone, will be reimbursed once the store contact them to advise i have purchased the new sim.

Visit 1: Store advise they cannot help as they cannot access my account.

Visit 2: Again store advise they cannot help as they cannot access account.

Visit 3: Store attempt to issue new sim, store scans several replacement sims but system advises no. Store contacts Tmobile/EE to be advised that the "migration" will not complete until January 11th 2014 and as such nothing can be done.

Question:

I have four lines with Tmobile, all paid from one account. They are happy to cancel my main number under the terms of the contract which they have agreed has been broken General Condition 23 - Supplying Misleading, Dishonest Information or Half Truths.

They are NOT allowing me to cancel ALL lines without penalty - circa £300 on one line alone.

As I am the registered bill payer, one phone for me, one for my wife and two for my children, I have a single account number. They advise that even though that is the case each phone has its own terms and conditions and that they have not broken those terms on the other 3 lines.

Is the contract based on my account number with them or by each phone?

I am stressed to the point of breaking. I have jumped through hoops giving them the opportunity to resolve the issues yet offshore call centres, stores and even onshore call centres can do nothing.

Each time i call them i have to repeat what the issues is, sometimes I am listening to someone on the other end who seems to be talking with a drain pipe stuck in their mouth.

I want out, I do not want to be associated with Tmobile any more. There are other issues this year but they are minor to the issue i have now.

Over to you............

grumbler

Ebobo wrote: »

Is the contract based on my account number with them or by each phone?

The latter. You have as many contracts as sims - unless it's some special contract for several sims that I've never heard of for private customers.

Buzby

Yep - as Grumbler says, you would need to have a business account where the corporate deal is all the handsets are supplied under the master contract. Consumer protections however, do not apply. These are true multi-handset contracts.

What you have are simply multiple consumer contracts, and if they agree to cancel one, it will not affect the liabilities of the others.