t mobile - overcharged

Nebulous2

Hi folks - this is a strange one for me, glad of any suggestions.

I phoned to renew a sim only deal with T mobile and was offered a decent deal on EE. Tempted by 4G I agreed.

My final bill for T mobile arrived at over £1000. I had a 500 mb allowance, pro-rated for part of the month I should have had an allowance of 403mb (according to my bill) and used 193mb. Somehow they had calculated I was over my allowance by 143 mb. £1000 for 143 mb sounds incredible, even if it was right.

I phoned last week to be told it was definitely their mistake, it had to be escalated to another department and it would be recalculated within 4 working days.

A week later and I phoned again, same story, their fault, awaiting recalculation but now it takes 7-10 days. Direct debit is due 5/2/15 and T mobile advisor suggested I cancel it. I would prefer not to do that, as I still have one live line on the account. I don't want them taking £1000 and having to fight for it back either.

Anyone else had this? What should I do? Cancel DD and formal complaint?

Silk

Nebulous2 wrote: »

Hi folks - this is a strange one for me, glad of any suggestions.

I phoned to renew a sim only deal with T mobile and was offered a decent deal on EE. Tempted by 4G I agreed.

My final bill for T mobile arrived at over £1000. I had a 500 mb allowance, pro-rated for part of the month I should have had an allowance of 403mb (according to my bill) and used 193mb. Somehow they had calculated I was over my allowance by 143 mb. £1000 for 143 mb sounds incredible, even if it was right.

I phoned last week to be told it was definitely their mistake, it had to be escalated to another department and it would be recalculated within 4 working days.

A week later and I phoned again, same story, their fault, awaiting recalculation but now it takes 7-10 days. Direct debit is due 5/2/15 and T mobile advisor suggested I cancel it. I would prefer not to do that, as I still have one live line on the account. I don't want them taking £1000 and having to fight for it back either.

Anyone else had this? What should I do? Cancel DD and formal complaint?

You are always able to claim the money back through the DD guarantee from your bank so you could let it go through if not sorted in time

mobilejunkie

Don't pause before making a formal complaint. In my experience they don't do what they promise, then ignore the formal complaint and you can't go to CISAS (who WILL make them sort it out) until 8 weeks after the complaint unless they send you a deadlock letter (which they don't).

d123

Nebulous2 wrote: »

Hi folks - this is a strange one for me, glad of any suggestions.

I phoned to renew a sim only deal with T mobile and was offered a decent deal on EE. Tempted by 4G I agreed.

My final bill for T mobile arrived at over £1000. I had a 500 mb allowance, pro-rated for part of the month I should have had an allowance of 403mb (according to my bill) and used 193mb. Somehow they had calculated I was over my allowance by 143 mb. £1000 for 143 mb sounds incredible, even if it was right.

I phoned last week to be told it was definitely their mistake, it had to be escalated to another department and it would be recalculated within 4 working days.

A week later and I phoned again, same story, their fault, awaiting recalculation but now it takes 7-10 days. Direct debit is due 5/2/15 and T mobile advisor suggested I cancel it. I would prefer not to do that, as I still have one live line on the account. I don't want them taking £1000 and having to fight for it back either.

Anyone else had this? What should I do? Cancel DD and formal complaint?

Cancel the DD and ring up and make the correct payment (for the other line and what you estimate you owe for this line) for this month, tell them during the call to make a note on your account that you will reinstate the DD as soon as they rectify the disputed incorrect bill.

Nebulous2

Well I've put in a formal complaint through the website. It says that most complaints are dealt with within 72 hours, so we'll see!

mobilejunkie

Keep any written acknowledgement so you can prove when you made it; the 8 weeks started when you made it.

Nebulous2

mobilejunkie wrote: »

Keep any written acknowledgement so you can prove when you made it; the 8 weeks started when you made it.

I have an emailed acknowledgement of receipt. I've also cut and paste the text of my complaint into a word document.

Techhead_2

Nebulous2 wrote: »

I have an emailed acknowledgement of receipt. I've also cut and paste the text of my complaint into a word document.

Keep on top of this, in my experience the on-line complaint form is ignored.

Nebulous2

Still no progress, so I've just cancelled the DD.

mobilejunkie

Then you have a new potential problem. They may now trash your credit file. Make that part of your complaint AND ensure they haven't when it's eventually resolved, even if they SAY it's not.

Nebulous2

mobilejunkie wrote: »

Then ytou have a new potential problem. They may now trash your credit file. Make that part of your complaint AND ensure they haven't when it's eventually resolved, even if they SAY it's not.

I realise that, even though their advisor recommended I do it. I really do not fancy them taking over £1000 with no clear timescale for getting it back though.