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Can T Mobile do this?

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T Mobile have been unable to resolve a complaint and it has been escalated through the complaints procedure, but their manager hasnt been able to resolve it to my satisfaction...


They have given me the option to go through the next step of their complaints process by writing in but can take upto 14 days to get a response or the option to cancel if send the phone back in excellent condition but also give me the option of 14 days to cancel...


This says to me they have put me in a corner whereby i can take the risk to escalate complaint further and hope for a resolution but if i dont get a resolution I want and if i miss the 14 day deadline to cancel then I am stuck in a contract that I dont want!!


Email from them:


'Good afternoon Mr X


Thank you for taking the time to speak with me today about being unhappy with the renewal of your account in March. I’m pleased we got the chance to speak about this today, so we can bring this to a close for you. I’m sorry for the upset and frustration this has caused you.


I understand that you state you were offered to renew your account and were able to retain the free off-peak calling and your 25% discount. Unfortunately, our records don’t show that this was discussed at the point of your renewal. Our records show in October 2008, that you were advised that the 25% discount would end when you came to the end of your contract in April. I don’t doubt what you’re saying, but this wouldn’t have been available to you. Therefore, I’m unable to add the 25% discount back on to your account. I do understand that the off-peak calling has been applied to your account, as a gesture of goodwill.


As I’m unable to put the 25% discount on to your account, Christine has agreed for you to return the phone and it’s accessories to us in excellent condition and we’ll cancel the account. This offer is available until 7 July, if you’d like to accept this offer in full and final settlement, please let me know. You can call me on 0191 xxxxxxxxx, I’m normally available Monday to Friday, between 8.30am and 5.30pm.


If you decide to keep the equipment you’ll be liable for the early termination fee of £679.91 VAT exempt. This is for your monthly line rental for the remainder of your contract less 4%. This will reduce the closer you get to the end of your contract.


I’ve attached a copy of our Code of Practice as requested.


I do understand why you contacted us and I’m pleased that you have. I’m sorry you feel we’ve let you down and I hope you can accept my apologies.


Thank you once again for your time and patience, whilst I looked into this for you Mr Kanabar. I hope I’ve explained this clearly for you and I look forward to hearing from you soon.


Kind regards'


Can they do this??

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Since you can buy the kit for less than the price they're going to charge you for terminating, the decision is an easy one. Return the goods and cacel immediately. Don't run the risk of giving them any excuse to say you had the opportunity but did not comply within the required timeframe.

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