I have had a 30-day SIM only rolling contract with T-mobile for over 12 months.It had a fixed allowance of landlines and texts and unlimited landlines for monthly tariff of 15.32+VAT. On 2012-10-14 I lost my handset (not provided by T-mobile), in a pub at a party on Cowley Road Uxbridge. A couple of days later (I can find exact date in my email) I went to a T-mobile store in downtown Birmingham on or near Corporation Street whereI was visiting at the time, and asked to report my phone lost. The store keeper allowed me to use his phone to speak about this to Customer Service for T-mobile to who I also requested for the service to be cancelled,
A man begged me to keep the plan, and he would not only send me a shiny new phone but my monthly tariff would be 10.00( pound sign key does not work on my keyboard). In addition to all the existing benefits he said I could call 0870-etc numbers at no additional cost as they would be counted as mobile minutes. I agreed. Two months later I happened to log into my online T-mobile account as saw a bill for around 100.00. I'd been charged 50 quid for November and 50 quid for December.
The first thing I noticed on the bill were calls that I did not make,which they say I did, to some kind of premium mobile numbers. I also found they were charging me for landlines. So I went to that shop again as soon as I could which was on 2012-12-07 and they again put me on the phone to tmobile. The latter kept me waiting for over an hour and said any charges on a bill would always have to be paid. I asked her to cancel my plan and she seemed to squak at me.(I did read out some of the mobile numbers I never called but I am billed for. So I hung up and asked the storegirl and she said it was none of her business. I then mentioned how they clone phones meaning it is possible for someone else, (including T-mobile themselves) to make calls (or add calls) from/to your phone without you having made any. She would not budge.
I wrote a letter by recorded delivery(BY015837563GB)2012-12-10 to Tmobile complaints about the discrepancy and they have signed and received it on 2012-12-12.
I subsequently downloaded my bills for the last 12 months and to my shock found they have changed my online information for a contract of a few years. This is NOT what I agreed to, when the T-mobile man said he was going to let me keep the everything the same except my contract would be for 10.00 a month.
I also tried to talk with Tmobile Customer Service by dialling 150 on my Tmobile on 2012-12-16 which call I monitored. They refuse to budge and said such a big company as T-mobile would NEVER charge anybody for what they dont owe, like the girl on the phone on 2012-12-07. I have cancelled the direct debit with Natwest bank on 2012-12-16 after speaking with T-mobile. I was about to be debitted on 2012-12-17. However they have told me I will be paying through the nose several years monthly bills and otherwise my credit rating will be affected.
I also found that whereas T-mobile customer service still say I have unlimited free landlines they have been charging for them since the new phone and lower tariff. I also found whereas the T-mobile website says they are collecting 100 quid off me as joint bill for November and December my bank statements show I have already been debitted 50 quid for November. I seems Tmobile makes debits in stealth. They have additionally billed me in the itemized bill for mobile internet use but I have an old-fashioned phone with no email or mobile internet, just calls and texts.
In February I had someone send me premium rate texts when I was attending a party, which I did not ask for on the same T-mobile. I then asked for a refund as T-mobile said the 3rd party provider of those texts was msn and the girl at that number wont budge. She just cries "You had to have made them, you are paying" and hangs up.
I used to be good and having my fraudulent transacations reversed etc but now they appear to have started a new reality where they wont budge an inch.Even though I do reasonable amount of bookkeeping I am not successful in dealing with the fraud as the traders are 100% inflexible, just say "You pay" and hang up. What to do as my credit rating will be affected or I will have to pay out hundreds of pounds.Please tell me how to beat the crooked company as I have in the last 2 years been abused and abused and the complaints system are 100% watertight-I just have to take it
Mohini Hersom