T-mobile phoning EE: You will be charged

TheShareDealer

For over 2 years I have been with T-Mobile and have unlimited calls to other T-Mobile phones. I often phone my friend and chat as he is on T-Mobile. In July 2014 he phoned T-Mobile and got a better deal for his phone usage. When my bill came, instead of the usual £24 it was £166.

Apparently he had changed to EE mobile and was unaware, like myself, that he was actually on a different network just like if he had changed to Vodafone. We now are aware that although T-mobile is part of EE, EE is a separate network.

I complained about my bill stating that even on that bill calls to my friend were within my allowance, and than for the last few days of the bill, they were not.It is clear that extra £142 of call charges are all to my friend as his number is repeatedly printed on the statement.

EE best offer was to give me £60 towards the bill, initially it started at £20.

Am I entitled to more money back or have EE been more than fare with the £60 offer?

Also am I right to be upset that EE failed to spot and contact me regarding unusual usage? - if this had been fraudulent use one can only assume that they still would not have contacted me.

Silk

Yes they are a separate network so whilst you get unlimited free calls to other T-Mobiles your pal is on a different network now so no longer applies to that number.
EE also includes Orange but you wouldn't be able to call them foc either. The calls work network to network not company to company.
I think the offer of £60 is more than reasonable considering.

TheShareDealer

Never have thought of it.

What is difficult here is the fact that up to July 6th 2014 I was phoning him for free (and had been doing so for the last 2 years), than on July 7th I was being charged and that I had no way of knowing as I had not been alerted in any way that things had changed.

Had I known that I was calling across networks, the large bill would have been avoided. To make things worse I actually have another T-Mobile contract with 500 mins to any Network - so I could have easily used that phone to contact him.

Silk

TheShareDealer wrote: »

What is difficult here is the fact that up to July 6th 2014 I was phoning him for free (and had been doing so for the last 2 years), than on July 7th I was being charged and that I had no way of knowing as I had not been alerted in any way that things had changed.

It's your mate to blame then for not telling you he had changed networks.

TheShareDealer

Never have thought of it.

I think this is the biggest problem of them all.:beer:

"My friend is the problem" - but he does not work for T-Mobile or EE. Yet any excess payment is received by EE.

If your friend is not too capable with phones or computers why is he to blame? He is not being paid by the phone companies to inform everyone of something he does not understand, comprehend or even know about!

EE are to blame - they took the extra money. But EE say the same, your friend should have told you!:rotfl:

EE should have a system in place to notify you when your usage is experiencing un-normal use, like credit-card companies, etc...
Basic fraud detection should also be a requirement. But it is like making a car that is difficult to steal - there is an overhead to such developments and so this normally only happens when governments, regulatory bodies or public pressure is mounted - that is what a forum is for.

Silk

Do you expect EE to tell you when a friend changes networks ?


There was nothing wrong with your usage to flag up anything strange .....you yourself admit you've been making the same calls for two years, are EE supposed to be able to know your mate forgot to tell you he changed networks,


There's nothing unusual in what's happened for instance ....Giff Gaff also do inclusive minutes to other users. if you had both been on the same network and your mate left to go with O2 you would be charged the same.
O2 own Giff Gaff (well Telefonica do)they run on the same platform but you can't swap calls between them.

mobilejunkie

Methinks the OP doesn't like the correct and obvious answer so will keep plugging away, even though thrir quedtion has been answered.

d123

No

TheShareDealer wrote: »

I think this is the biggest problem of them all.:beer:

"My friend is the problem" - but he does not work for T-Mobile or EE. Yet any excess payment is received by EE.

Yes, your friend is the problem, they changed networks, they moved so T-Mobile to T-Mobile calls don't apply. It's not hard to understand.

By the way, your title is also quite misleading, T-Mobile phoning EE is included in allowance for most price plans, it's only those that offer free T-Mobile to T-Mobile calls that would pay (pretty obvious why).

TheShareDealer

Never have thought of it.

d123 wrote: »

Yes, your friend is the problem, they changed networks, they moved so T-Mobile to T-Mobile calls don't apply. It's not hard to understand.

By the way, your title is also quite misleading, T-Mobile phoning EE is included in allowance for most price plans, it's only those that offer free T-Mobile to T-Mobile calls that would pay (pretty obvious why).

Easy to understand if you are fully aware that a change to EE is a move to another network, he was not but now is - can all be clever after the event. He was not aware due to the fact he thought T-Mobile was part of EE and he used the same phone number to ask for a new deal, so he just thought he was getting a better deal with T-Mobile, just with the added label of EE

The title is a warning to others that are assuming they will not pay, if you have calls to any network it might make you consider but you will realise it does not apply and move on. The title is there to alert so, if like me, you may have thought your contract covers this the thread now makes it clear that it does not. Title appropriate.:)

TheShareDealer

Never have thought of it.

silk wrote: »

do you expect ee to tell you when a friend changes networks ?

why not?

there was nothing wrong with your usage to flag up anything strange .....you yourself admit you've been making the same calls for two years, are ee supposed to be able to know your mate forgot to tell you he changed networks,

the bill was very different to all my bills that i have ever had with t-mobile and it was obvious too that something was wrong. So why can you not put something in place to alert customers when the spending is 100% more that usual - this bill my spending was 700% more - the other 600% could have then been avoided.

there's nothing unusual in what's happened for instance ....giff gaff also do inclusive minutes to other users. If you had both been on the same network and your mate left to go with o2 you would be charged the same.
O2 own giff gaff (well telefonica do)they run on the same platform but you can't swap calls between them

just because it happens elsewhere does not make it correct..

victor2

TheShareDealer wrote: »

the bill was very different to all my bills that i have ever had with t-mobile and it was obvious too that something was wrong. So why can you not put something in place to alert customers when the spending is 100% more that usual - this bill my spending was 700% more - the other 600% could have then been avoided.

Wishful thinking really. EE have pretty poor customer service IME. I voted with my feet and left them (Orange actually).
However, they're in the business for profit and providing such a service is going to cost them and not really win them much extra business.
I'd take the £60 offer and find another way to stay in regular touch with my friend. It's not EE's fault he changed tariff and effectively changed supplier, but easy to see how it caught you out.