T Mobile, what a disgrace

jennie44

They are refusing to refund £49.99. I'll try a make this brief.
I bought an upgrade from their website at the end of January, then changed my mind on the day it arrived, it was returned unopened and I've an acknowledgement from them saying they received it. A month after still no refund, ( btw it's a payg ) I topped it up as I use it only occasionally with £20. I rang and was given the runaround by their call centre staff and experienced some shocking treatment. I wrote to their escalations manager outlining all of the above and hey presto a result or so I thought. She said could she use my awful experience in a training exercise and gave me a £20 credit plus a promise of a full refund. That was two months ago and now I'm told I've received my refund in the form of credit to my account. How!! my £20 and her £20 doesn't give me my money back. I've read on this website very useful info on what to do next but I shouldn't have to.:eek:

martin.cat

Unfortunately they aren't alone customer service is no longer offered. It's a case of pacify fob off and hopefully they will give up

jennie44

Oh I'm not giving up. I know the complaints for them is horrendous. It's just working out which next step.

SnowTiger

I'm a little confused.

You bought a phone from T-Mobile's website for £49.99. Changed your mind and returned it? They have acknowledged receipt of the phone, but haven't refunded you £49.99. Yes?

Presumably you paid using a credit or debit card?

If I were you I'd contact the card issuer and begin the chargeback process.

jennie44

Thanks but chargeback/section 75 only covers you for items over £100

jennie44

Apologies snow tiger I've just read again ( this time with my brain in ) and chargeback rules would apply for this amount but the conditions set out for that process still eliminate me.

Scrounger

jennie44 wrote: »

Apologies snow tiger I've just read again ( this time with my brain in ) and chargeback rules would apply for this amount but the conditions set out for that process still eliminate me.

I've done a chargeback in similar circumstances.

What condition(s) do you think would preclude you?

Scrounger

jennie44

The reason of just changing your mind isn't in a clause, now I've found out I'm just over the 120 days

Nodding_Donkey

The reason for the chargeback wouldn't be that you changed your mind, the reason would be that you returned it according to their terms and conditions. Unfortunately you have let them mug you off for long enough to not make that possible.

There's a valuable lesson for everyone to learn here.

If you have a dispute, and there is a time limited remedy be that chargeback, paypal or whatever, then start the process as soon as possible. It can always be cancelled should the seller refund and it helps concentrate their mind.

jennie44

Oh I've learnt my lesson alright but doesn't it leave a bitter taste. Thanks to everyone who's commented on this issue.

Scrounger

There's still MCOL; a cleverly worded LBA often works wonders. :beer:
Scrounger