Please help...T Mobile Hell!!!!

[Neil 1975]

Hi all... I'm told you guys are good for advice so here goes...

 

I have been a pay as you go customer for nearly two years,

I am on the text plan and am provided with 500mb of internet access

and unlimited texts to use the following month if I top up £15 a month.

 

In April this year I contacted T Mobile as my account balance appeared to be going down extremely quickly and

I found I’d had to top up in excess of £30.00 over the month which was far in excess of my usage.

 

The lady who took my call advised that I’d been charged for data usage and

after looking into the matter advised that this was due to a technical issue.

 

She apologised for the situation and provided me with a month’s free internet access

and applied a £10.00 credit to my account by way of compensation.

 

On the 30th April 2014 I received a call from T Mobile,

the lady started off by further apologising for the problems I had experienced with the overcharging for data

and went on to advise that T Mobiles pay as you go plans had been revised.

 

She asked if I wished to change onto a new pay as you go plan that would cost £9.50 a month

and provide so many hundred minutes of free minutes, so many hundred free texts and an amount of internet access,

I apologise for not having the exact amounts but I did not write down the offer for reasons I will explain shortly.

 

I asked the lady how this new plan would work and she explained that I would simply receive a text each month

asking me to ensure I topped up at least £9.50 before a certain date.

 

We ended the call with the lady advising that I would receive a text confirming the new pay as you go plan

and that she would also send me a letter that I would receive the following day further detailing the plan.

 

By the 6th May I had not received either a text or letter confirming the new plan,

and my T mobile account showed no change, so I

 

once again called T Mobile.

 

The first gentle man I spoke to could provide no help what so ever and my call was then transferred to a department in the North East.

This chap advised that a credit check had been performed on me on the 30th April but was showing as having been declined,

he advised that the lady who had called me on the 30th April had in fact tried moving me on to a monthly contract.

 

To sum up this complaint and to try and provide some background,

in 2012 I was made redundant and went through a difficult financial period.

 

I am fully aware that at present I would not pass a credit check as I am still in the process of repairing the harm

that was done to my credit rating during this difficult financial period.

 

The lady who contacted me on the 30th April did not advise or inform me that the plan she was suggesting

was a monthly contract and she also did not seek my permission to perform a credit check on me.

 

As you will appreciate not only did T Mobile attempt to move me onto a contract agreement without informing me or seeking my permission,

they also performed a credit check on me without my knowledge or authorisation which will now appear on my credit file.

 

I phoned tmobile and was advised a manager would call me back.... never happened.

 

I sent an email to tmobiles listed fraud email address... it bounced back twice saying server error.

 

I sent a complaint letter to their head office... not had an acknowledgement or response.

 

Called again yesterday and was again advised a manager would call back (even gave them two contact numbers)... no call back recieved.

 

Finally got through to a manager in India today, lots of apologies but couldn't deal with the compliant,

she said she'd escalate it and i would receive a call back in three weeks!??!!?

then she advised that the fraud department don't have an email address anymore

and tried providing me with a fax number?!?!? y

es, a huge telecommunications and all they can provide is a fax number!?!?!?

 

Has anyone got a way of contacting tmobile in the uk?

 

Thanks

[fkofilee]

Im shocked they carried out a Credit Check without your consent!!

 

Send a formal complaint to [email protected]

 

That fella is the MD / CEO of EE... Dont hold your breath though!

[IWonVsWoolwichBarclays]

Im shocked they carried out a Credit Check without your consent!!

 

Send a formal complaint to [email protected]

 

That fella is the MD / CEO of EE... Dont hold your breath though!

 

That will work. It will get you a call from his executive office (may take a week) but they will forward it to a uk specialist escalation team. They will do a much better job than normal routes.

Interestingly the only way to get this type support is to

a) go to the MD's office or

B) threaten to cancel and ask for retentions.

You would think a large co like this would have a big experienced support organisation in the uk but for broadband, there are only 17 people in the uk that take these type problems. The rest are offshore and are as useful as a chocolate fireguard.

[Neil 1975]

Thanks for the feedback... I searched around on Google yesterday for tmobile email addresses, I found these..

 

MDTMOB at t-mobile.co.uk

csdir at t-mobile.co.uk

customer-relations at ee.co.uk

executive.office at t-mobile.co.uk

 

I sent my complaint to each of them and low and behold I got a call back from an ops manager at EE who was in fact the boss of the lady who had tried to move me onto a contract and ran the credit search. He seemed like a decent chap and is calling back today after he's reviewed the complaint and hopefully tracked down a copy of the call.

 

I'll keep you all updated on what happens

[Neil 1975]

Quick update.... The chap from EE called today, he's already made arrangements to have their credit search removed form my credit file.

 

He also offered a £20 top up by way of a good will gesture but I've refused it and asked him to take into account the miss selling, unauthorized credit search, and the carry on I had trying to gain a response from tmobile and come back with a more suitable resolution.

[Neil 1975]

Second update... The chap form EE got back to me today, he's said he can't find a copy of the call so he couldn't confirm or deny what I've said. He has however gone ahead and requested the removal of their search from my credit file which I find odd as he's not admitted that EE did anything wrong. He also increased his goodwill offer to a £40 top up but I have once again refused this on the basis that alone it doesn't cover the time and cost of my calling EE & Tmobile to have the complaint recognized, let alone the attempt at misselling and the unauthorized credit search. He's advised the matter will now be passed to their executive complaints department, quite interesting as I emailed this department several times in my attempt to make contact with tmobile and never received a response from them.

 

I'll keep this thread updated on events but I would be interested in any feedback as to what I should be seeking by way of compensation for the way my complaint has been handled and the initial missselling and unauthorized credit check.