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T-Mobile Compensation

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About 4 months ago my Samsung S2 phone was stolen. This resulted in me having a £280 debt since the person who had taken my phone made various calls to Iraq and managed to spend this much money in a 14 hour period before my phone was blacklisted. This was extremely annoying since I am a student and don't possess a lot of money. However, I understand that I was liable to pay so have accepted it and moved on.

 

However, two months on from then, T-mobile still haven't replaced my SIM card, despite me asking them too. Therefore I have paid for two months on my contract even though my phone hasn't been in use because T-mobile have been are so inefficient and still have not replaced my SIM card (also on top of this I have a been using a pay-as-you-go phone on O2 since I need a phone to use, which equals more money spent).

 

As a result, yesterday I rang up again and after being on hold for 20 minutes, I spoke to an operator and asked strongly for some kind of compensation for the months I have paid for when my phone hasn't been in use due to their inefficiencies. In response to this the operator hung up on me!

 

I am now so annoyed and fed up of T-mobile, so is this a breach of contract? because I am fed up of them and if possible want to cancel my contract, and at the very minimum receive some kind of compensation. Every time I ask to speak to a manager they refuse or hang up on me. Absolutely terrible customer service!

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Any advice would be greatly appreciated, because I am unsure whether I have grounds to cancel my contract or not due to the reasons above?

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Send an email to olaf.swantee@ee.co.uk (the CEO of the parent company) and ask him to provide you with some resolution. I would want credit for the time paid for when they have not sent you a replacement SIM, or confirmation that you are at deadlock so you can escalate the complaint to the alternative dispute resolution scheme.


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