My wife has had her phone for 6 months (under my name). When she signed up, she was offered a free months worth of 'Breaking News' MMS messages, which she does want.
6 months later....Now....
I have just looked at the bill and she is being charged about £4 per month for this service, but has never actually recieved any 'Breaking news' alerts.
I phoned the customer service desk to inform them and to ask for my money back for the 6 months that I have paid for a service and had not recieved (fair enough). The lady on the phone said that they will speak to her manager. When she comes back, she informs me that they can give me back 3 months worth as that is as far as they can go back.
I informed her that that was not good enough and that I would graciously accept service credit or free alerts for the next 3 months, in addition to the 3 months credit. She informed me that that was not possible and that her manager had informed her that she could only refund 3 months worth.
Naturally I asked to speak to the manager. The lady put me on hold, then came back and said that she would refund me the whole 6 months. I then asked if the service going forward would work. She informed me that she had left a note for her manager as he only works 9-5 . humm, she must have a psychic link to him.
What annoys me is that I was not offered a full refund and had to ask more than once to get it. I was going to go in to the whole she-bang about sales of goods act etc and that I would be taking it to court etc, but luckily did not have to stretch that far.