Beware EE /Tmobile !

Pepsi35_2

I am very unhappy with T-Mobile although the same company , the rep introduced himself as EE and proceeded to put my disabled partner onto a renewed cheaper contract - he said the package was virtually the same as what he had but a bit cheaper, we agreed, on checking his statement I noticed EE/Tmobile had been taking out two payments a month for the last 4 months ! I phoned them straight away and the girl said we had been misold and the chapwould ring us back and sort out - which he did n't eventually someone rang back and said we had bought a second line - no way did we agree to a second line bearing in mind my Partner is on benefits and they have taken over a £100 so far, he only has one phone so how can he have a second line ??? the other rep said we would have to pay a ridculous fee to get out of it - as 14 days had passed , one I had no reason to doubt what we had bought and two we are always attending hospital appointments etc so aren't checking payments every five minutes !!! I am so angry as they are taking money and he is not getting anything for it , I am scared to stop payments incase they take it anyway - really dont know what the best way forward is - I know we agreed to a renewed contract not a second line - any advice ?? Thanks Sharon :mad:

Silk

Pepsi35 wrote: »

I am very unhappy with T-Mobile although the same company , the rep introduced himself as EE and proceeded to put my disabled partner onto a renewed cheaper contract - he said the package was virtually the same as what he had but a bit cheaper, we agreed, on checking his statement I noticed EE/Tmobile had been taking out two payments a month for the last 4 months ! I phoned them straight away and the girl said we had been misold and the chapwould ring us back and sort out - which he did n't eventually someone rang back and said we had bought a second line - no way did we agree to a second line bearing in mind my Partner is on benefits and they have taken over a £100 so far, he only has one phone so how can he have a second line ??? the other rep said we would have to pay a ridculous fee to get out of it - as 14 days had passed , one I had no reason to doubt what we had bought and two we are always attending hospital appointments etc so aren't checking payments every five minutes !!! I am so angry as they are taking money and he is not getting anything for it , I am scared to stop payments incase they take it anyway - really dont know what the best way forward is - I know we agreed to a renewed contract not a second line - any advice ?? Thanks Sharon :mad:

You could contest the sale if it's not what was agreed.
You could look at cancelling the first line if it's past it's minimum term and is more expensive.
You could follow the complaints procedure and demand a refund.

Herongull

I only use PAYG myself - costs only a £ per month, so not experienced in contracts

But

1/ Did they send you anything in writing about the 2nd contract? Under DSRs they have to do this.

2/ Did they send you a second sim? If they didn't, how could you have a second line?

Either way, if there was misrepresentation the second contract can be rescinded, but sometimes there are other, simpler routes out.

Send letters by recorded delivery, keep a record of all phone calls, exhaust internal complaints procedure and then go to the ombudsman.

In future, just go for PAYG. Cheap, safe, low risk and you can port out any time. Contracts are not suitable for people on low incomes due to the risk of phone being lost or stolen and fraudsters running up huge bills.

Pepsi35_2

Thankyou for replys nothing in writing no second sim - will put in writing etc.. just soooo angry - grurrr got enough to deal with at the moment without extra hassles ........

Thanks again Sharon x

ric3vic

Don't forget that they will claim to have a recording of the sales call. Demand to have a copy of that recording. You may find that, if it backs your version of events, it becomes mysteriously lost, in which case EE has no proof of a contract taken out.

Inner_Zone

Herongull wrote: »

2/ Did they send you a second sim? If they didn't, how could you have a second line?

You don't need a second SIM for a second line. Some SIM's can handle two lines / numbers on the same network.

Pepsi35_2

Thankyou again , I am just sooo angry that they have taken 2 lots of money and arent the slightest bit interested - I know it will hopefully sort itself out - everything you do these days is just hassle and rarely do people seem to do their jobs properly , spend half my time chasing up things .... thanks again to everyone for advice x

d123

Inner_Zone wrote: »

You don't need a second SIM for a second line. Some SIM's can handle two lines / numbers on the same network.

Who offers this now?





and don't say Orange Line 2

Anoneemoose

d123 wrote: »

Who offers this now?





and don't say Orange Line 2

Certainly not any of the EE brands (line 2 was obsolete even before I left)!

When you say they are taking 2 lots out, how do you know this? Is it 2 separate direct debits or one that is twice the price?

Did your OH get a nee phone and has he still got the number that called him? Was it definitely EE directly because this sound like the tricks of the third party dealers I used to know!

Eta - still no good at the quoting!

Pepsi35_2

Hi He was sent a new phone but we never got it - it was sent to his brothers who returned it , another arguement with EE he was looking after affairs, while partner was in care home , now partner is home tried to change back to his name and they refuse to do it even though money is coming out of partners account, when I rang they said we had to appear at a shop and prove with passport etc, which we did and they still wouldn't change name, pain getting there wheelchair on bus etc, have rung several times to change name back , there are two payments coming out of account within a couple of days of each other - as I say they first time I rang concerning payments girl said it had been misold and could see who had done it nothing else heard as yet - will put all in writing and send it in .. thankyou

Silk

Pepsi35 wrote: »

Hi He was sent a new phone but we never got it - it was sent to his brothers who returned it , another arguement with EE he was looking after affairs, while partner was in care home , now partner is home tried to change back to his name and they refuse to do it even though money is coming out of partners account, when I rang they said we had to appear at a shop and prove with passport etc, which we did and they still wouldn't change name, pain getting there wheelchair on bus etc, have rung several times to change name back , there are two payments coming out of account within a couple of days of each other - as I say they first time I rang concerning payments girl said it had been misold and could see who had done it nothing else heard as yet - will put all in writing and send it in .. thankyou

I'm not following this ???


Was the phone returned to T-Mobile straight away and was it done via recorded delivery ?
Why is there a need to change the name, is the contract not in your partners name?