Tmobile Refund- VAT charged?!!

[Deleted User]

Hi all,

I have a refund from tmobile regarding an incorrect phone bill in this year.

I was first being told that more than £100 will be paid back to me (cannot remember the exact figure) on a phone call. Then when I checked my bank I noticed that the actual amount that is paid into my bank is more than £30 short.

I then rang Tmobile immediately and things got more complicated again. The CS I spoke to said that from what she can see, the payment I received is correct as tmobile charged me VAT on the refund??!! I said to the lady that it cannot be right as it is not a transaction but a refund!!

Then she passed me onto someone in the billing department I believed. I was then told that the actually amount I am entitled according to their system is roughly £90. So basically more than £10 less than what I expected. I asked why this happened, she said nothing, but just said "yes, only £90". Well, I accepted it as I cannot be bother to argue with them again.

I then asked why then in my bank I received only about £67. She then went to something completely new. She said that "no no no, the refund is taking 14 working days, we do not count Saturday and Sunday as working days blahblah, I will received a payment on (a date- which is next week). and if I do not, I can contact them again then."

I said to her, I already received a payment made by the company but the amount is not correct. She then just kept saying no, you do not understand, it takes 14 working days blahblah, and then for a second she did mention the VAT but changed back to the "no no no you have to wait till (a date)" things very swiftly. The conversation kept repeated itself every time I talked about the payment I ALREADY received in my bank.

Any advice will be highly appreciated!!

boatman

Sounds like typical T-Mobile, you are not alone. Keep pushing until you get what you think you are owed and then tell all your friends to avoid them, like many people already do, they will learn eventually..

[Deleted User]

boatman wrote: »

Sounds like typical T-Mobile, you are not alone. Keep pushing until you get what you think you are owed and then tell all your friends to avoid them, like many people already do, they will learn eventually..

Thanks boatman,
I am not sure now if I should just wait till the date the lady provided (which is the end of next week) to see that if there is another payment made to my account. (I personally do not feel there will be a 2nd payment though.) or Contact them again, but which department I should go for? As one told me that there is a VAT charge, and another said that I will have to wait till that DATE. I truly believe that both people I spoke to today are all from the billing team. So I do not know where else I can go to, to have things sorted.

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Also, can they really charge a VAT on refund?

grumbler

No, they can't charge VAT, but they can add it on the top if they wish as they charged VAT originally and don't pay VAT on this amount to HMRC if they refund it.

However, this cannot be VAT as (90-67)/67=34%, i.e. much more than 20%.
Next time just don't let another incompetent idiot fob you off. Demand getting put through to someone more competent/knowledgeable.

[Deleted User]

grumbler wrote: »

No, they can't charge VAT, but they can add it on the top if they wish as they charged VAT originally and don't pay VAT on this amount to HMRC if they refund it.

However, this cannot be VAT as (90-67)/67=34%, i.e. much more than 20%.
Next time just don't let another incompetent idiot fob you off. Demand getting put through to someone more competent/knowledgeable.

Thanks Grumbler.
I just personally cannot understand why VAT is involved in this case. Even it is equal to 20%, it does not make sense. I paid them X (included VAT) from my bank, when things go wrong, X then minus Y (the correct phone bill -VAT included, and I can guess roughly how much it will be from my previous bills). So then whatever it remains, should be paid back to me. I was told £90, then I will definitely want £90 in my bank, not something like £90 minus VAT!!!

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I will call them tomorrow again and hope that I will get to someone who can really help.

mobilejunkie

I wouldn't waste your time. Send a formal complaint to [EMAIL="complaints@everythingeverywhere.co.uk"]complaints@everythingeverywhere.co.uk[/EMAIL] and if they fail to reply after 8 weeks or pay you what they owe you complain to CISAS adding a request for compnesation. That way the clock is ticking NOW should the missing funds not appear when they should.

MataNui

grumbler wrote: »

Next time just don't let another incompetent idiot fob you off. Demand getting put through to someone more competent/knowledgeable.

I would have thought you would know better than to suggest the impossible.

[Deleted User]

Hi, Just an update for all.

Rang them this morning about this refund and again was told about the VAT (spoke to 4/5 people in total and none of them can tell me why exact VAT is involved but just saying that there is a VAT.....○|￣|_ ). They claimed that they've refunded the right amount to my account. I said to them if they did not pay me back the remaining I will file a complaint with the company and maybe the CISAS/ofcom, which might eventually cost them a lot more. Then after being put on hold for nearly 20 minutes I received a text message saying that £20 (inc VAT???) is credited onto my account with Tmobile, not my bank??? I was told that as Tmobile cannot make two payments for a refund (ha?!? ) so they just credited my account with £20 in Tmobile, as a gesture of goodwill...(LOL) The £20 will/can be used to cover my bills from **** (Date/ next week).

Thank you for all your help. I really cannot be bother to argue with them again. Will just leave it like this by now, as long as they did credit my account with the £20. However as soon as I am free to leave the company I will never come back to it, ever again!!!