T-Mobile extended contract without authorisation

Omertron

About 2 weeks ago I rang T-Mobile to find out when my contract was up for renewal and they informed me that it was 6 weeks away.
During the course of the conversation, I mentioned that I would like to downgrade my monthly charge from £35 to something cheaper. The agent said that the Flext-20 (£20/month) would be sufficient and switched me to that tariff.

I called today to start the ball rolling on negotiating my new tariff to find out I'm not eligible as the flext-20 tariff is an 18 month contract and they've extended the contract by a further 6 months. I honestly do not recall any point in the conversation that the agent said "you will have to extend you contract by 6 months" or words to that effect.

What recourse do I have? Can they switch me without warning me? Do I not get a letter or written confirmation?

benbranson

You should have been told that the contract was being extended. If the call has been recorded then I would ask then to listen to it and check that you were told, if you weren't then I would think that the contract wouldn't stand up.

You wouldn't need to have a letter or written confirmation as a recorded call can be as good as a written contract.

If you want to PM me some of the details I'll see if I can do anything to help (I work for TM).

lawbunny

I work for T-Mobile too and tbh I wouldn't bother going down the route of trying to find a record of the call - a small percentage of each agent's calls are recorded and managers seldom trawl through the records to find a specific recording.

Call 150 and explain the situation - if the agent you spoke to has not noted down that they advised you that you had to agree to an additional 6 months (ask them to read out the memo to you) then they will have to change it back. If they still refuse, email [EMAIL="cust.rel@t-mobile.co.uk"]cust.rel@t-mobile.co.uk[/EMAIL]

Omertron

Thank you both for your replies. I called 150 again, and got through to "normal" customer services, explained the problem. The guy there was really helpful, checked all through the notes, saw that there wasn't any kind of note about extending the contract and sorted the date out there and then So all due credit to "Bernard" who fixed the issue.

diamonds

i got locked into a 24 month contract EXTENTION, said I upgraded instore, asked them to verify a signature...........