T-Mobile - expensive mistake

beniamino

My wife got a smart phone for the first time last summer. At the time, her contract (with T-Mobile) had calls and texts, but no data. She rang T-Mobile and asked them to switch her to a plan with data. The person she spoke to said she had done this, but it seems there was some confusion. Now, a whole year later, we've discovered that my wife has been paying £15 per month for her contract (still with no data), plus £40-50 per month for data usage charges outside her contract. It has added up to about £300 extra (for about 50 megabytes of data in total over the year). Ouch!

From my perspective, the mistake is partly my wife's and partly T-Mobile's. My wife definitely asked to be moved to a contract that included data, and T-Mobile definitely said this would happen -- so one might hold T-Mobile responsible. On the other hand, not checking the bill for a whole year is pretty ridiculous.

Is there anything we can do to recover some of the excess she has paid? Are T-Mobile likely to admit fault or offer a gesture of goodwill? Or should we just accept that this was an expensive mistake?

macman

What do you have to lose by asking?
What evidence do you have of the request to switch-what does the paperwork say? What does your online account say re. tariff?