T-Mobile, not refunding monies owed.

[Bobus-Man]

Hi all,

I have a situation with T-mobile and I was wondering what my next steps should be with the incident.

Basically on the 20th of December I ordered a new mobile phone contract on the flext 35 tariff with T-mobile at £30p/m. This was due to be delivered 3 days later on the 23rd via royal mail.

Despite having been in all day the phone never arrived at my address so I have them until the 27th of December and when the phone still hadn't arrived I phoned them up. After having to fax them my signiture to prove it didn't match the one that took delivery of the phone (which turned out to have been stolen) I told them that I would like to cancel the contract as T-mobile had offered me an upgrade of my existing contract.

They told me that cancelation was no problem and that they would get it sorted straight away. They said as I hadn't signed or even seen a contract that they wouldn't need any paperwork from me and that it could be done internally.

I thought nothing of this untill May 11th when I noticed T-mobile had been taking £30 p/m for this contract via direct debit out of my bank account and had done 6 previously. So I rang their helpline and spoke to a bloke who was very proffesional, apologised profusely and told me I could expect a refund within 14 days.

On May 16th I recieved a bill for -£180 saying it would be payed into my account as soon as it had passed their clearing process.

On June 1st no payment had been put into my account so I rang up their helpline again and was told by a woman that payment was due to be added on June 3rd.

By June 4th there was still no payment so I rang the helpline again. I was told that the refund would be put through 'manually' and that this would take up to 14 days. Slightly annoyed at this as I had to borrow money to pay rent as a result I grudgingly accepted to wait however upon checking my account today there has still been no money put into my accounted.

I was just wondering if anyone had any ideas of what to do next with regards to recieveing my payment. I seem to be getting nowhere with phone calls however have no idea what to do next to get my money back.

Sorry for the essay and thank you in advance.

[locutus]

As you have pursued this for so long I believe you can send an LBA (Letter Before Action) giving them 14 days or off to court.

Another avenue you may take is to visit your bank, and re-claim it under the Direct Debit Guarantee. You may get some joy there. (you'll find a copy of this guarantee on the back of most household bills) Point out to your bank that you are guaranteed an IMMEDIATELY refund

[lawbunny]

It takes up to 14 working days for the refund to be processed.

Any joy yet?

[BankFodder]

Why do you allow this to drag on so long?

Send them a 7 day LBA and then the Good News.

Send a note to the regulator as well.

Do you know how long they would have taken to put an entry on your credit file if you had missed a payment? Less than a day probably.
Do you know what they would have said if their debits had caused bank charges? "Not our responsiblity."