T Mobile removing offers on account

scottishsavingsgirl

Hi,

I'm new to the forums but just wanted to find out if anyone else has experienced the same problem as me with T Mobile.

I started a new 24 month Full Monty contract with T Mobile back in September 2013, having moved from a T Mobile 30 day contract SIM only plan which I had taken out in August (I was very surprised I was able to get a full contract having only been on the SIM deal for 1 month).

Anyway, in February this year I was logged into my online account and I noticed a "Renew Your Phone" offer, giving me a monthly discount of £10 a month if I "renewed" my plan for another 24 months. I contacted T Mobile through Facebook and was told that I wouldn't need to pay any early termination fees and that I could go ahead and accept the offer online. When I clicked accepting the terms and conditions, it took me to a page which said "Sorry, we do not have any offers available to you..." or something of words to that effect.

So, back to T Mobile's Facebook, and I was told I wasn't eligible for an "upgrade". At this point I'm thinking "ok, it wasn't an upgrade offer, but fair enough, thanks anyway" and continued on my plan with no further enquiries (I thought it might be an online glitch).

A couple of weeks later I'm logged onto my online account again and here's another offer "You will be able to renew your phone on 4th April 2014". So, I waited until the 4th of April (having been logged onto my account at various times between these dates) and when I went online on the 4th, the offer had disappeared (it was there on the 3rd).

I contacted T Mobile again on Facebook (I work nightshift so calling customer services during the day is a hassle) to be told again that this was obviously an upgrade offer and I should contact 150 to speak with upgrades. However, I noticed then that my early upgrade date (the ACTUAL "upgrade") had changed to exactly the same date as my standard upgrade date, in August 2015.

I made a written complaint to T Mobile, but needless to say they haven't received my letter (should have sent it recorded), so I have given a brief outline on their online complaints form & am reluctantly awaiting a response (the last time I dealt with them over the phone it was to have a £250 overseas charge removed as they automatically added this to my first ever bill for no reason).

Apologies for the really long first post but my main line of thought is that had the acceptance of the first renewal offer gone through upon me accepting their terms & conditions online, it would have entered me into a new contract, exempting me from the recent price increase.

Anyone experienced anything similar?