T-Mobile Grrrrrrrrrrrrrrrr

[djdave01]

Having been with T-Mobile for a few years, back in December i took a Sim-only deal with them to replace my previous contract. While on the phone setting up my new deal, i asked them to cancel my exisiting contract. 'No problem, i'll sort it' i was told. I then forgot all about it.

My partners phone is also on T-Mobile so i pay one monthly payment for both our phones. I dont get bills through the post, just an email telling me who much it is each month, which i dont pay much attention too.

Today i noticed that T-Mobile had taken £50 out the bank, my bill is £7.50, hers is £20, so i checked into it.

On looking back my bank statements, ive noticed that they've been taking around £50 each month since December :eek:

After around 30 minutes on the phone to T-Mobile im told that there is no record of my old account being cancelled, and since theres no record of it, i wont get any of the money back :Censored: They'll happily cancel the old account from today, but thats it.

So im out of pocket by around £160 because some woman 'forgot' to cancel the old account.

Guess that'll teach me to pay more attention to bills and bank statements.

[DiscoMagic]

Mobile phone companies are notoriously bad for doing things like this. But you will probably get them to issue a refund (or credit back onto your account).

Here is what you need to do.

1) work out how much T-Mobile owe you.

2) Give the customer service department a call back and demand to speak to a supervisor / manager. Explain your situation, ask if the calls are recorded and they could perhaps listen to them to confirm what you are saying. Suggest that whilst when you deal with a major corporation like T-Mobile, and a representative of theirs suggest that they will do something, you don't expect to check that it has been done and it was only whilst checking for something else you noticed the error. State that you are a loyal customer with you and your wife for x amount of years - blah blah blah.

At this point you probably won't get much other an apolagy or a minor gesture of goodwill. This is not good enough - you should expect a full refund of what you have lost. At this point you need to go to point two, which is where it gets rather interesting.

2) Call UK T-Mobile head office on 01707 315 000 and ask to speak to Tom Alexander who is the current CEO. Its worth noting that T-Mobile is part of "Everything, Everywhere" which is a new alliance between T-Mobile and Orange.

You won't be transferred to the CEO, but instead his Executive Office Assistants who will have the authority to give you what you need. Basically repeat of the stuff in point 1, and see what they say.

3) If that don't work then advise the executive office that you will have no option than to advise the national press, and contact the press office to advise them of the same. With the new alliance recently formed, they will want the're nice shiny image in tact and will probably give in.

4) if that don't work then call me and I will sort it out !!!

Let us know how you get on!

[DeckstarDeluxe]

How can you not check your bank statements? I check mine every couple of days and its surprising how many of the big companies take out the wrong amounts or don't take anything out at all!

[djdave01]

Mobile phone companies are notoriously bad for doing things like this. But you will probably get them to issue a refund (or credit back onto your account).

Here is what you need to do.

1) work out how much T-Mobile owe you.

2) Give the customer service department a call back and demand to speak to a supervisor / manager. Explain your situation, ask if the calls are recorded and they could perhaps listen to them to confirm what you are saying. Suggest that whilst when you deal with a major corporation like T-Mobile, and a representative of theirs suggest that they will do something, you don't expect to check that it has been done and it was only whilst checking for something else you noticed the error. State that you are a loyal customer with you and your wife for x amount of years - blah blah blah.

At this point you probably won't get much other an apolagy or a minor gesture of goodwill. This is not good enough - you should expect a full refund of what you have lost. At this point you need to go to point two, which is where it gets rather interesting.

2) Call UK T-Mobile head office on 01707 315 000 and ask to speak to Tom Alexander who is the current CEO. Its worth noting that T-Mobile is part of "Everything, Everywhere" which is a new alliance between T-Mobile and Orange.

You won't be transferred to the CEO, but instead his Executive Office Assistants who will have the authority to give you what you need. Basically repeat of the stuff in point 1, and see what they say.

3) If that don't work then advise the executive office that you will have no option than to advise the national press, and contact the press office to advise them of the same. With the new alliance recently formed, they will want the're nice shiny image in tact and will probably give in.

4) if that don't work then call me and I will sort it out !!!

Let us know how you get on!



Ive been called back by a 'Sally' from customer service, basically saying its my fault because i never actually spoke to someone from the 'cancellation department', although i was told on the phone back in december that the account would be cancelled.

There currently 'looking into it' to find out if any record exists of me talking to the cancellation department back in December.

Ive also put a little post on there facebook page, now a 'David M' is looking into it for me too

[djdave01]

How can you not check your bank statements? I check mine every couple of days and its surprising how many of the big companies take out the wrong amounts or don't take anything out at all!

Lesson learnt, i'll be paying much more attention after this one.

[djdave01]

ive finally got a decision about this issue, and as expected their not going to refund me the money.

They claim there is no record of any account access back in December, despite the fact that i added a payg number to the account, and of course asked for an old one to be cancelled.

Might be time to get in touch with new CEO Olaf Swantee

[DazzyD]

I had problems with T-Mobile when I wanted my PAC code so I could use my business number, which I had originally brought with me to T-Mobile, with my new, and much cheaper, ASDA Mobile network phone.

I rang up on the Monday asking for my PAC code. After being in a 20 minute call with various people and the Retentions department, I was told they couldn't give me the code as the system wasn't working.

Tuesday, same thing happened. Wednesday same thing.

Thursday - I rang up and said I wanted the PAC code and the guy started to go in to the retention spiel so I jumped in with "Look, I'll just stop you right there. I've had this conversation every day since Monday and I'm getting a bit **insert your own expletive here** with it. All I want is the PAC code which you are bound of OFTEL's regulations to give me. So, please, if you don't mind?". The result, I was passed to another person who admitted the system had been working fine throughout the week and I should have been given the code the first time I called. So, formal complaint lodged with T-Mobile over the way I was treated and a copy forwarded to OFTEL. Apparently, this situation is very common.

And now I'm extremely happy with ASDA Mobile and their Customer Services department have done everything I've asked them to do and I've never needed to ask twice. Well done, ASDA Mobile. Shame on you T-Mobile!!!

UPDATE
Looks like OFTEL is now included under OFCOM. If you want to make a complaint to them, see here:

OFCOM (http://consumers.ofcom.org.uk/tell-us/)

[djdave01]

I had problems with T-Mobile when I wanted my PAC code so I could use my business number, which I had originally brought with me to T-Mobile, with my new, and much cheaper, ASDA Mobile network phone.

I rang up on the Monday asking for my PAC code. After being in a 20 minute call with various people and the Retentions department, I was told they couldn't give me the code as the system wasn't working.

Tuesday, same thing happened. Wednesday same thing.

Thursday - I rang up and said I wanted the PAC code and the guy started to go in to the retention spiel so I jumped in with "Look, I'll just stop you right there. I've had this conversation every day since Monday and I'm getting a bit **insert your own expletive here** with it. All I want is the PAC code which you are bound of OFTEL's regulations to give me. So, please, if you don't mind?". The result, I was passed to another person who admitted the system had been working fine throughout the week and I should have been given the code the first time I called. So, formal complaint lodged with T-Mobile over the way I was treated and a copy forwarded to OFTEL. Apparently, this situation is very common.

And now I'm extremely happy with ASDA Mobile and their Customer Services department have done everything I've asked them to do and I've never needed to ask twice. Well done, ASDA Mobile. Shame on you T-Mobile!!!

UPDATE
Looks like OFTEL is now included under OFCOM. If you want to make a complaint to them, see here:

OFCOM (http://consumers.ofcom.org.uk/tell-us/)


I asked for a PAC code from t-mobile for my personal mobile 3 days ago, got it first time, no hassle. I was expecting greiff, maybe thats one lesson they've learned

Thanks for the Ofcom link, thats another option for me

[Kernow]

There may be no way out ? ;)
Almost exactly 3 years ago, and less than 24 hours after my Dad had passed away, I, as executor, rang T-Mobile to inform them and cancel his contract.
I was advised that they would not talk to me but only to the contract holder :confused: :mad:
Anyone know of an 'Ouija' app ? :)
When I offered to send a copy of the Death Certificate when it became available they agreed that it would accepted as proof. We duly did so around a week later but his bank account was still debited with 2 months charges.
The bank account was not closed as it was a joint one with my mother, simply transferred into her sole name.

[Jiggles]

O2 have just did this to my dad! Both with my old contract that was cancelled and the broadband (Twit moved to BT...:bang:)

[DJWilson]

You should have taken their name at the time of 'cancelling' with the time and date. Which would pretty much guarantee they forget to cancel and the refund.

[DeckstarDeluxe]

ive finally got a decision about this issue, and as expected their not going to refund me the money.

They claim there is no record of any account access back in December, despite the fact that i added a payg number to the account, and of course asked for an old one to be cancelled.

Might be time to get in touch with new CEO Olaf Swantee

To be fair I don't think you will get anywhere. Whenever I make a payment to a large company such as T Mobile I get a reference number for payments and cancellations

[djdave01]

You should have taken their name at the time of 'cancelling' with the time and date. Which would pretty much guarantee they forget to cancel and the refund.

i know, but i didnt think at the time. As i was told on the phone that the account 'would be cancelled' i didnt think any more about it

[Larry B Entertainment]

i know, but i didnt think at the time. As i was told on the phone that the account 'would be cancelled' i didnt think any more about it

Always better to write than to phone, that way you have a copy of what was said. I had a similar problem to yours with AOL a few years ago. The lady ended up claiming a conversation never took place a few weeks earlier when I wanted to cancel my broadband cause it was crap.