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Misled about midterm upgrade
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Good afternoon all,
I was called a in mid 2017 by a mobile provider (I won't name them as still ongoing)
They offered to buy me out of my current contract and get me on one of theirs,
The guy on the phone explained the contract and tariff, 3gb data, unlim calls and texts, Htc 10 (Flagship HTC at the time)for £32 a month,
Contract was 36 months with a phone upgrade at 18 months, the agent told me this is good because who wants the same phone for to long you can get a new one on this contract at 18months
This sounded pretty good so went ahead.
18 months later all well and good, service has been great no issues on their end.
So, time to upgrade,
I asked about the Samsung S9 and was told that my tariff would increase to £50 per Month.
I thought this strange as it was not stated there would be extra cost to upgrade when i initially took out the contract.
I then inquired about the S8 and was told this would increase my tariff to £38 per month.
I asked why the increase in tariff and was told it was
Because there is only 18 months left on my current plan.
I find this strange as for the previous 18months I have had a top end phone, but to have a top end phone for the next 18months it will cost me more money?
When I signed up for this plan it was stated to me it was the best plan for me as I could upgrade at the midpoint (18months) and not have to wait 24months for the newest phone.
I expected an upgrade to a similarly placed phone for the second half of my contract like I had received as my initial handset upon signing up with you for the first half of my contract. E.g. a flagship phone without paying extra.
After much back and forth it then came up that upgrading would also refresh my contract to 36 months!!
That is not how this contract was sold to me, not at all..
I am now waiting on them to deal with my complaint regarding how this had been sold to me but as soon as I mentioned I wanted to raise this to a complaint they have stopped responding (9 days now no acknowledgement of complaint after multiple e-mails), They had no issue replying within minutes when they thought they were going to be getting more of my money.
Sorry this is a long post but neede to get it down and I was hoping for a little advice please,
Thanks all have a lovely day!
Mike
I was called a in mid 2017 by a mobile provider (I won't name them as still ongoing)
They offered to buy me out of my current contract and get me on one of theirs,
The guy on the phone explained the contract and tariff, 3gb data, unlim calls and texts, Htc 10 (Flagship HTC at the time)for £32 a month,
Contract was 36 months with a phone upgrade at 18 months, the agent told me this is good because who wants the same phone for to long you can get a new one on this contract at 18months
This sounded pretty good so went ahead.
18 months later all well and good, service has been great no issues on their end.
So, time to upgrade,
I asked about the Samsung S9 and was told that my tariff would increase to £50 per Month.
I thought this strange as it was not stated there would be extra cost to upgrade when i initially took out the contract.
I then inquired about the S8 and was told this would increase my tariff to £38 per month.
I asked why the increase in tariff and was told it was
Because there is only 18 months left on my current plan.
I find this strange as for the previous 18months I have had a top end phone, but to have a top end phone for the next 18months it will cost me more money?
When I signed up for this plan it was stated to me it was the best plan for me as I could upgrade at the midpoint (18months) and not have to wait 24months for the newest phone.
I expected an upgrade to a similarly placed phone for the second half of my contract like I had received as my initial handset upon signing up with you for the first half of my contract. E.g. a flagship phone without paying extra.
After much back and forth it then came up that upgrading would also refresh my contract to 36 months!!
That is not how this contract was sold to me, not at all..
I am now waiting on them to deal with my complaint regarding how this had been sold to me but as soon as I mentioned I wanted to raise this to a complaint they have stopped responding (9 days now no acknowledgement of complaint after multiple e-mails), They had no issue replying within minutes when they thought they were going to be getting more of my money.
Sorry this is a long post but neede to get it down and I was hoping for a little advice please,
Thanks all have a lovely day!
Mike
0
Comments
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How I see this, is that what they told you was correct, although they didn't tell you all the details.
Take any similar contract and you'll see that it's far too long to expect all the details to be given over a phone.
So, before agreeing, you had to ask them to send you the full T&C - especially as- it was a cold call,
- the offer was surprisingly good,
- it was a 36-months' contract.
And beware, this is a business contract, not a consumer one as the latter can't be longer than 24 months. As a result, you don't get the protection that consumers get and can't take the case to the ombudsman. Keep complaining, but be prepared to serve full 36 months with your shameful 'outdated' phone that was a flagship one just 18 months ago (placeholder for a sarcastic smiley).0 -
I'd also suggest that you check your credit rating to ensure that they really did buy you out of your previous contract.0
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Thanks Grumbler,
I know I probably have not got a lot of chance of them resolving this but had to try,
Feel pretty dumb for not checking all the details at the time, looking back at agreement and welcome letters there is no mention of upgrade terms, The only time this was explained was on the phone (which they tell me they have deleted the call recording)
They put me on the business contract as 'That's the way to get the best deal', I do not have a business.
I am prepared to pay the remaining months on the contract. I'm not trying to get out of it or anything Just after what the agent told me on the phone I would get.
Cheers!
pmduk - I paid out my pocket to clear it and they reimbursed me so at least that was sorted:)0
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