Problem with T-Mobile "free" SIM

littleflower

In November 2013 I applied for the offer of an 8 pound per month Sim card, which had been listed for free on the T-Mobile web shop. It all went through fine but I never used the Sim as we moved out to Spain. I have now found out that they have put me on a 21 per month contract and have taken this amount from my bank.
I have tried to phone to complain and sort out but have had no joy as I cannot "prove" over the phone that it was not chargeable. They told me to email the customer services, which I have done and am now awaiting a response. I just wondered if anyone could offer any further advice? Thanks

SimonD316

When you ordered the Sim did you not get an email confirmation detailing the offer?

littleflower

Yes and I quoted this information to them over the phone but the line manager I spoke to virtually accused me of lying. Saying that without seeing the paperwork I could be making it up. But if the email came from them surely they must have a record of it?

SimonD316

Automated emails such as order confirmations are probably not recorded, so they won't be able to see it. I'd offer to send the email to them, or send a printed copy through the post. If you still don't have any joy go to the executive office.

littleflower

Thanks for the advice, do you have a link for the executive office?