T-Mobile complaints process?

[EMAIL="cust.rel@t-mobile.co.uk"]cust.rel@t-mobile.co.uk[/EMAIL], Email for customer relations.

Hi all,
I am also having a similar problem. I cancelled my T-Mobile contract within the term, I just wanted to get shot of it - as in the long run it was costing me money (kept going over the allocated minutes/texts...because it was so poor in the first place - 200 mins/200texts - £20!!!) Anyway, rang them up told them i wanted to leave - after them saying please stay and me saying no way - I finally got to pay them the remainder of my contract. It was an 18 month one which I started July last year. Paid the full balance left on it on 4/6 - I asked them TWICE "this is it isnt it, I am paying this up, totally and you wont be asking for anymore money" They told me twice - yes. I did recieve an original text before ringing them and cancelling - they told me the balance was about £121. So when ringing and cancelling they said - in total its £142.00 - I thought ok - this must be then my final month, of which i will have my 200/200 and then when used up - get a SIM only deal with some other network. So i paid in full, and made sure that it covered the final month - being rest of june - to 5 July. I think i was over my mins slightly - so I knew I would need to pay them about £8.00 - which was my own fault but thought they will bill me and I can sort this out.
I have now been sent a final bill by T Mobile saying I owe £27.00 and also that the payment I made was £121.00....I told them this was total c**P and I am not paying it, I will pay for my charged calls of £8.00 but not this amount of £27.00. I have it on my bank statement that T Mobile has had this money. The customer services guy said that T Mob had been trying to ring me with no response after this payment to tell me of "account adjustments" - what the hell is that? And how dare they, I have left, Im gone - why are they adjusting anything....I asked them to call me back - this was last night (I am fuming) and they havent bothered.
Anyone know what the hell has happened here, or "account adjustments" - what is that? and to me, it seems like they have added a monthly payment (jun-jul) onto the invoice, when in fact I paid up front for this in June + the outstanding balance.!!!! Help anyone....? thanks.

go into a t-mobile store...i had a member of staff tell me over the phone that i hadent signed up for the amount of credit on my flext price plan and said i was lying...i phoned the store who set it up and the woman i spoke to said i was right...i was disgusted.
rach x

I've been having problems with T-Mobile Mobile Broadband, flashing up "You've exceeded your Fair Use Policy" messages. When you look at the T & C's for T-Mobile's PAYG Mobile Broadband, they are so vague, they're a joke. Something tells me that T-Mobile's T & Cs are, basically, a contract at the will of T-Mobile, forbidden under the Unfair Terms in Consumer Contracts Regs 1999. I'll post how I fare when their CEO gets a strongly-worded letter from me.

I am so fed up with T - mobile that I just sent this letter to the CEO


02 October 2010
FTAO The Chief Executive

Dear Sir,

I write in frustration at the poor customer service from your company. In brief:

I have had continuing problems with my phone. In June I was promised 200 free minutes would be added to my contract on a continuing basis. These did not appear on my phone. I phoned several times. At various times I was told that the 200 minutes were ‘invisible’ – they came off my total minutes at the start of a month before my 300 minutes ‘counted down’. Another person attempted to convince me that they added on ‘after my 300 minutes had counted down’.

In any case, neither of these excuses proved to be true. Just recently, it transpires that t-mobile have added 200 paid for minutes to my account. On contacting them again, they told me that the free minutes (which I did not receive anyway) were only issued for 2 months and, even more surprisingly, that I requested the extra minutes to be added to my account, which I did not.

All through this painful series of calls, it has been nearly impossible to conduct a conversation in English with all but a few of your call centre staff. Worse still, they attempt to rewrite history by telling me that I agreed to the 200 minutes because it is on their screen, due to the poor English of the previous customer service advisor.

I have become so irritated that I decided I wanted to leave t-mobile. All they can then say is that they wish to charge me for the privilege. I now intend to blog this whole experience widely unless you can explain where the free minutes went and how you managed to charge me for free minutes.

Peter Cook