Tmobile Replacement Sim Fee

RSP1

Hi,


I order a Micro Sim for my new phone online couple of months ago.
When I placed the order there was nothing about how much it will cost or delivery, web site still the same on 01/08/2014.
I received the Sim but no delivery note or invoice.
In after a month on, received phone bill and £10.20 for the Sim and £11.XX for delivery, Total including VAT around £23.00
Call T-mobile customer services, was on the line for more than 1 hr.
Asked why have been charged without letting me the chargers when ordering. they could not give me a reason but have refunded the delivery charge.
But I asked why not for the Sim card.
so and so. and said there is no way we can refund the money for the Sim.
I agree, but not without telling the customer how much it will cost when the order placed.
I spoke to three duty managers but have not receive any good reason. They said, when I placing the order online it is customers duty to call Tmobile and find out how much it will cost even it is not displaying online.
By now I have made three phone calls and spend more than three hrs on the line. I was really frustrated the way they handle the call and they think customers must pay any fee on the bill.
So at last, when I am speaking to the third manage I said I would like to complain this further and asked how can I do.
He said someone will phone with 48 hrs.
Weeks gone, no phone call.
I made a one last call, explained the same story for the forth time, here we go, no question asked, he said Sim card money will be refund on my next bill because we like to keep our customers satisfied. What a turn around.


Hope they will.