T-mobile phoning EE: You will be charged

cklass

Now that you have accepted their (very generous) offer of a 50% refund, they will not negotiate this matter with you any further because you have accepted their resolution (i.e. the refund). Trying to re-open the matter at a later date would be pointless.

As for protecting customers from excessive costs, some mobile networks, including T-Mobile, will cap bills if the customer requests this. All the networks offer customers plenty of ways to keep track of their usage. If you had checked your account online or had texted AL to 150, you would have noticed that these calls weren't coming out of your allowance.

Anoneemoose

TheShareDealer wrote: »

This is the point of this thread - if, it is not in the interest of the big company to protect its customers from excessive billing, then a percentage of their customers at some stage will experience an unforeseen high bill. In my view a reputable company is one that makes every effort to service its customers adequately.

Any company that falls short of this should be named and shamed, and through my personal experience, EE unfortunately falls short.

From the Poll most people find it difficult to separate EE and T-Mobile.

I have currently accepted 50% refund, but from the posts and the poll here, I am convinced that I should now continue and work towards getting a full refund at a later date.

I don't disagree with what you are saying (in that I think it would be good for there to be such a service) but (I feel) the point actually is that they have never advised you that they would cap or alert you to excess usage. They also tell you this in their t&c's so how is it their fault? There are also a few ways to check your allowances and out of bundle costs.

Again, why sign up to and use a service if you don't agree with the terms of it??? Why not get a capped contract in the first place?

TheShareDealer

Never have thought of it.

The point is, everything was fine for over 2 years, not 2 days, but over 2 years. Suddenly out of the blue, my bill escalates and I have done nothing different from before.

Why would you bother with all of the above if everything is running fine. Who can foresee such a thing happening.

It is to this point that I believe EE under the umbrella of T-Mobile have not acted appropriately and there is no excuse for them. When I spoke with them regarding the matter, they were acting like it could have all been avoided, when it could not.

d123

No

TheShareDealer wrote: »

The point is, everything was fine for over 2 years, not 2 days, but over 2 years. Suddenly out of the blue, my bill escalates and I have done nothing different from before.

Is it really so difficult to comprehend that the problem was with your friend changing networks? If he/she had changed to Three, would you still be complaining?

You did do something different, you phoned someone on the EE 4G network and thought they were on the EE T-Mobile network.

TheShareDealer wrote: »

Why would you bother with all of the above if everything is running fine. Who can foresee such a thing happening.

It is to this point that I believe EE under the umbrella of T-Mobile have not acted appropriately and there is no excuse for them. When I spoke with them regarding the matter, they were acting like it could have all been avoided, when it could not.

Your friend changed network, so T-Mobile to T-Mobile calls don't apply. It's really that simple. Be angry with your friend for not warning you he/she had moved network.

Silk

TheShareDealer wrote: »

The point is, everything was fine for over 2 years, not 2 days, but over 2 years. Suddenly out of the blue, my bill escalates and I have done nothing different from before

But that's what you choose not to accept, you have been doing something different which was phoning your pal on a different network.
Had he told you it could have been avoided.


You seem hung up on the idea that because one company produces a few different products they are all the same, they are not.
BMW for example own Rolls Royce and Mini.
I doubt that a Mini driver would think he was driving a Rolls Royce nor do I think a Rolls Royce driver would take his car to be serviced at a Mini dealership.


As you now realise although EE includes T-Mobile and Orange within their companies they are separate networks (products if it's easier)
Just to complicate it further EE is owned by Deutsche Telekom (German) and Orange S.A. (French) ....... Deutsche Telekom also own control of T-Mobile US.


In short the point is it's not the company name that's important but the Network. Whilst you enjoyed free calls to other users of the same network it didn't include other networks within the same company

d123

No

Silk wrote: »

Deutsche Telekom also own control of T-Mobile US.

It's surprising that the OP hasn't been back to complain about a huge bill because they called their other friend who is on T-Mobile USA and why shouldn't those calls also be included in T-Mobile to T-Mobile allowances???


:rotfl: :rotfl:

trinidadone

Yes

Hello Share Dealer,

So sorry to read you have a hugh bill.

I can see both sides of the argument, however my take is, there is real confusion between EE, T-Mobile and Orange. I thought T-Mobile and Orange are one company forming EE, but it looks like they are three seperate companies.

I assume your bills are much lower than the over £100.00 bill you have received. This is what I would do:

1) challenge the bill to T-mobile, EE or (what ever they are called) Customer Service by Phone (I assumed you have already done this)
reject the £60.00

write a letter of complaint to the complaints Department (no need to send a registered letter, why have more expense, simply get a reciept from the Post Office)

wait exactly eight weeks.

If you dont receive a response, or complaints will not back down, take it to the Ombudsman. they will look at it independently.

the worse outcome: you pay the outstanding amount in a few months time.

The best outcome: you pay the normal bill.

if you do choose to challenge, let us know how you get on, good luck

TheShareDealer

Never have thought of it.

My friend, the one I that had changed networks from T-Mobile to EE, is now back from holiday so I was able to tell him about my large phone bill.

From some of the posts here, there is a common theme that agrees with EE being -'my friend should have told me that he had changed networks'.

Well, when I spoke to him he started to argue with me that he was still on T-Mobile and he had not changed to EE!

How was he meant to tell me he changed networks when he totally believed he had been offered a new plan. He had phoned T-Mobile to get a better deal. He was convinced he had not changed networks as his billing still had the T-Mobile header on it.

According to my friend "NO ONE HAD MADE IT CLEAR TO HIM THAT BY ACCEPTING THE NEW DEAL HE WAS LEAVING T-MOBILE AND JOINING EE". He also thought that EE was T-Mobile, similar to the result of the survey (the one that accompanies this thread)

Furthermore, I have another phone which I recently converted over to EE from T-Mobile. When I received the paperwork, it had a T-Mobile header stating, "T-Mobile bought to you by EE"
The content of one of the letters sent to me states "Here are a couple of top tips to help make sure you always get the most out of your T-Mobile plan." Further on it states, "Use our free online service to manage your T-Mobile plan"

So the argument that my friend should have phoned me to tell me he had switched networks no longer exists.

So, my dispute with T-Mobile / EE is on-going and I will try to get a full refund, and as I do so I intend to post here how that is going, all help in and comments during the process will be greatly appreciated.

Silk

TheShareDealer wrote: »

Well, when I spoke to him he started to argue with me that he was still on T-Mobile and he had not changed to EE!



According to my friend "NO ONE HAD MADE IT CLEAR TO HIM THAT BY ACCEPTING THE NEW DEAL HE WAS LEAVING T-MOBILE AND JOINING EE". He also thought that EE was T-Mobile, similar to the result of the survey (the one that accompanies this thread)...................................

Furthermore, I have another phone which I recently converted over to EE from T-Mobile.

You will both have been issued with new sim cards to use on the new network, I think the clue is there.

Anoneemoose

TheShareDealer wrote: »

My friend, the one I that had changed networks from T-Mobile to EE, is now back from holiday so I was able to tell him about my large phone bill.

From some of the posts here, there is a common theme that agrees with EE being -'my friend should have told me that he had changed networks'.

Well, when I spoke to him he started to argue with me that he was still on T-Mobile and he had not changed to EE!

How was he meant to tell me he changed networks when he totally believed he had been offered a new plan. He had phoned T-Mobile to get a better deal. He was convinced he had not changed networks as his billing still had the T-Mobile header on it.

According to my friend "NO ONE HAD MADE IT CLEAR TO HIM THAT BY ACCEPTING THE NEW DEAL HE WAS LEAVING T-MOBILE AND JOINING EE". He also thought that EE was T-Mobile, similar to the result of the survey (the one that accompanies this thread)

Furthermore, I have another phone which I recently converted over to EE from T-Mobile. When I received the paperwork, it had a T-Mobile header stating, "T-Mobile bought to you by EE"
The content of one of the letters sent to me states "Here are a couple of top tips to help make sure you always get the most out of your T-Mobile plan." Further on it states, "Use our free online service to manage your T-Mobile plan"

So the argument that my friend should have phoned me to tell me he had switched networks no longer exists.

So, my dispute with T-Mobile / EE is on-going and I will try to get a full refund, and as I do so I intend to post here how that is going, all help in and comments during the process will be greatly appreciated.

If you have received paperwork that states "T-Mobile, brought to you by EE", you are still on T-Mobile.

Your friend's bill will not have the t-Mob heading on unless it is the final t-mob bill you are referring to.

EE is the company that owns 3 brands which are Orange, T-Mobile and EE. For billing and accounts purposes all 3 are separate. It's a bit like VW owning Skoda, Audi etc etc. Different brands!