t-mobile internet & phone service, vent & help needed

littlejaffa

I ordered and paid for a t-mobile phone 3 weeks ago, the money came out my account the same day, but no phone ever arrived. I've not had a card from the royal mail for attempted delivery and having called they don't hold a parcell for me.

I've e-mailed t-mobile 2x over the last few days with no reply but do get automated responses saying they will contact me within 4 hours, they haven't.
I called them today, and although I was looking at their e-mail to me and quoting from it, the cs said the ref I was giving didn't match my name and refused to speak to me. I asked what i could do to resolve them taking money, not giving a phone and refusing to talk to me, thinking he'd offer to search by my address or something, but he got really arsey, said there was nothing he could do, refused to give his name, his managers name or transfer me to a manager/someone else.
When i said (very calmly!) that it wasn't acceptable they take money out my account, don't send a phone then refuse to speak to me he cut me of.

Am fuming but don't see any point calling back if they refuse to speak or pass me to a manager. They're ignoring my e-mails so How do i get my money back?

LilMissEmmylou

how about calling into your local store and see what they can sort out for u?

littlejaffa

LilMissEmmylou wrote: »

how about calling into your local store and see what they can sort out for u?

There isn't one anywhere near me, that's why i ordered online.
I've e-mailed again this morning about then refusing to speak to me and hanging up etc, and again get the e-mail saying we'll respond in 4 hours and they haven't.
Does anyone have an alternate contact that's a bit higher than the plebs i've been dealing with so far?

Butlers1982

ring back and ask to speak to a manager straight away, be polite and say your not being funny to the CS advisor or anything.
Failing that, ring up and ask to be put through to the cancelation department, they are by far the most corteous department!

or better off writing, rather than emailing:

Customer Services
T-Mobile
6 Camberwell Way
Doxford Technology Park
Sunderland
SR3 3XN

Head Office
T-Mobile (UK) Ltd
Hatfield Business Park
Hatfield
Hertfordshire
AL10 9BW

Butlers1982

here you go, best person on here me! use this link to email the directors!

http://www.t-mobile.co.uk/services/about-t-mobile/our-company/uk-directors/#Hyde

KittyKate

Are you paying by direct debit? Cancel the DD, and write to them cancelling the contract altogether (along with a complaint). Send it recorded!