Mobile Cashback problems - T Mobile

allsinginganddancing

Hi, just got off the phone to T-mobile and explained my problems with The Mobile outlet. The phone was brought for my 13 year old daughter for school but it is a top of the range Sony Errickson. The first phone call got a £5 goodwill reduction on my £35 a month contract. I read Martins
Cashback Collapse Help Guide

and quoted T-mobiles own statement, this is the second paragraph

"T-Mobile appreciates the difficult situation some customers face. While we are not responsible for dealers failing to meet their commitments, we do assist customers on an individual basis. Typically, we offer adjustments to customers’ accounts, including the opportunity to switch to cheaper contracts.

They checked their own statement and them offered me any tariff i wanted to change to including the cheapest at £15!!! I choose the £20 a month for £40 of calls or text....still lots for my daughter but a £15 reduction which was the cash back!!

Thanks Martin, I'm really pleased now, please tell everyone
:A:T:A:T:A:T:A:T
(sorry but just a little bit chuffed!)

greyster

As far as I'm aware TM will only give the £5 discount to customers from certain resellers. Anyone should be entitled to downgrading their tariff currently should you have a cashback woe.

They're doing this out of pure kindness and they can change their mind at anytime, my advice is to do it when you can and put "cashback" down to experience.

twjnorth

Greyster Said

T-Mobile are legally not responsible in any way for your "cashback" offers. If you fail to get cashback for whatever reason including the "cashback company" disappearing, T-Mobile do not need to reimburse you or compensate you in any way.

Noone here is asking T-Mobile to pay the cashback if the company offering it has gone bust, we are just asking them to change the tariff to something more affordable on the basis that most people that have taken these probably dont need thousands of minutes or zillions of text messages each month.

Haroldstotle said

I also quoted the back of my current bill which states I can change price plan after 6 months, but Robert 753 tells me that this was a 'typo'. Amazing. He said that there is nothing he can do.

I think if the contract has it written, they would be hard pressed to claim it was a typographical error and if taken to small claims court, and they refused to honour their side of the contract, you could terminate the contract without having to pay for the remaining term (seek your own legal advice on this as I'm not qualified).

Surely these mobile phone companies should understand that whilst we dont hold them responsible for the non payment of cashbacks , if a cashback company does go bust, it doesnt do them any favour with the customers that are left if they wont downgrade tariffs. Maybe they are just playing a numbers game, i.e. just as many customers will have failed cashback deals on TMobile as on the other networks so if a customer wont use them again after their contract is over, equally there will be Orange, O2 or Vodaphone customers caught in the same situation that wont use those phone companies either and some percentage of those will switch to T-Mobile.

mikewogden

I went through all the
'sorry we can't downgrade you till 11 months'
'we can't offer you the £5 discount'
when I rang the customer support line listed on the bill.

My email (extract above) had the desired effect.
T-Mobile rang me within 5 hours and agreed to all of my reasonable demands.

The guy admitted that the operators on the normal support line do not have authority to offer any special deals whatsoever.

The email does get a quick efficient response.

Mike

SingingDwarf

mikewogden wrote: »

I then requested and was offered to downgrade to the Flext 30 tariff (450mins or 900 text) on the discounted rate of £25/month. No new contract and the offer of a personal call when the contract is due for renewal in June.

Mike, sorry to tell you this, but the "discounted" rate of £25/mth for Flext 30 is no better than you would have obtained by buying through the T-Mobile website.

mikewogden

The thing is, this tarrif is only avaiable for new customers, not for customers having to downgrade due to the cashback problems. I was not buying a new contract.

I was offered this discounted rate for the remainder of my existing 12 month (Approx 4 months)
.
I couldn't take the web advertised rate, or if they had let me I'd have to commit to another 18 month contract.

All you get offered as standard with a call to the customer support line is the non-discounted rate.

Regards

Mike

tahrey

So what would be best at this time? I quite feel like not bothering Customer Services with it at all and going straight to the Customer Relations email, think it would be worth a shot? I've already figured out what plan & price I'm aiming for (Flext25 at their current online 12-month price of £20 pcm, plus web & walk making it up to £27.50 or whatever they feel like offering - £15 a month off, will lose £80 of allowance, but that's roughly what I have left on each bill anyhow... it'd be a rare month where I'd be making an additional £15 of calls or texts!) so don't really need to hash things out with them much, except to maybe talk up a further £5 or £7.50 discount which I'm crap at anyway.

Do need to move quick on it though as I think my next bill is due TOMORROW! Lost a load of time trying to get my "My T-Mobile" thing working so I can check my spends online without a load of faffing about with paper, only to be foiled at the last hurdle (PIN number... erm!? :mad: apparently they have to post it to you! What?!)

tahrey

Ah great, now the original (150+ page, full of useful info) thread's been closed, and hasn't been pinned, so will rapidly disappear beneath the forum horizon, and no more questions can easily be asked within it's own context *applauds*

... though at least it defuses the !!!!!fest it was threatening to once again become.

Also, aside from the email address, is there a better phone number to use other than the "can't make any offers" Customer Services on 150?

EDIT:
Right, email's away. Explained I was another stranded TMO customer, wouldn't have taken the high rate tariff otherwise, only using 1/3rd of the (£120) allowance a month, just coming to the end of initial 6 months (ie tomorrow) as detailed on the back of the February bill, etc. Requested drop from Flext W&W 35 (£42.50 pcm) to FW&W 25 (£27.50) as that'll be just about perfect, might occasionally go over by a pound or two but still be a proper saving. Been sort of friendly-informal about it, said I'm not after a refund or the cashbacks paying, etc. Also that I was going straight to email as I'd been warned the phone-based CS bods didn't have it within their power to switch me.

Also, unrelatedly, asked if they can properly transfer my ported number to my account as it's a bit dippy needing to root out some number I used for about three days whenever I need to deal with account matters, instead of one I've been dragging with me for almost 10 years (my first, clunky, AA-powered motorola was bought *just* as 07 numbers became the single standard, rather than 03, 04, 05, 07, etc, so I never had to change it as some family members did). Particularly as it always runs away and hides somewhere stupid (it's not even on the bloody bills!) - this time I found it as the "sender" email address of a test MMS I sent just after receiving the thing, rather than on any official literature!

Let's see what they say... and if they say it this evening. Automated email came back, including the information that CR operate from 0800 - 2100... nice!


... now I just need to implore the Forum admins to please, please lengthen the default time between automated sign-outs, it seems like it's about 5-10 minutes at best (honestly, I've never used anything else so enthusiastic about logging you out), I had to log back in just to post this. I looked in the user profile/control panel and drew a complete blank. Don't want to be continually signed in (which appears to be the only choice), just able to leave, say, 15-20-30 minutes between posts/other actions without having to log back in every. single. time. I want to do something

BTW, possible non-premium backdoor number for getting into their system (the lost/stolen/broken phone hotline anyway, they might transfer you if you sweet talk them - 07953 966 150, or 0845 412 5000.... ok, so one's a mobile number and the other's LoCall (where they make the questionable claim that it's "charged at local rate"), but better than any 0870/0871 alternatives they may be giving out.

Trosticles

I have had my Flext £35 reduced to £14.99 for the remaining 6 months (out of 12) of my contract after TMO went bust.

The first reduction they gave me was £5. This took a lot of effort - phoning several people who said "the contract wasn't with them" and replying that "I know, but I can still reduce it under my contract" and then scanning the back page of my bill (saying I could reduce after 6 months) to prove it... Eventually it required 2 faxed copies of my bill, and they only reduced by £5.

I then e-mailed customer services I basically said I could only afford £300 over the year and proposed to pay £15 a month over the last 6 months (£35*6 + £15*6 = £300). They agreed (back on 11 March).

Sorry for the delay in posting this, but it's taken me a while to sign up here.

£20 reduction per month is doable!

Incidentally, the Administrators of TMO has not provided me with their proposals within the 8-week time-limit. Have any other TMO creditors received the proposal (after notifying them that you are a creditor, obviously)?

cycloneuk

I just rang t-mobile and got my plan changed to around £22.50 i think it is from the £40.00 one and i'm just over 6 months in on a 18 month contract. It did say on my first few bills i could change after 6 months, i see newer bills no longer say this but i'm happy, i don't use my mobile a great deal so ended up with like £100+ of credit left each month.