T Mobile Problems

[Neolight90]

Ok here goes well I joined T Mobile april of this year for the flext 35 plan, which I picked up for my girlfriend, I held this phone with them for 3 months, after which I decided to get a phone for me well I wanted the Nokia N95 but it wasnt free till the flext 50 contact,

I thought what the hell treat your self, the women even assured me that if I found I was wasting minutes I could drop down to flext 35 within 6 months I thought great ill do that then, little did I know that was the first of many lies and lack of knowledge from there team, anyhow towards the end of July I changed my bank details so I had to update my direct debit details bearing in mind I had been paying the bill in full every month with no bother.

This is where the problems begin, after updating my details the women on the phone said thats all fine we will take your next payment off this bank instead, I said great and thought that was the end of it, because you see im a very busy man with work and what have you so I dont have time to chase around after companies wondering why they dont take the money from my bank when they should.

I received a call from T Mobile out of the blue a few weeks later around the middle of august, wondering why I had not paid my bill, well as you can imagine I was confused and said I had a direct debit, they said we are sorry we did not apply to your account in time so we did not take the money, I said why did the lady tell me it was all fine when clearly it wasnt, she said im ever so sorry if you pay the bill now there will be no problems, so I said ok no problem gave them my card details and forgot about it.

Well a few weeks later my phone stopped working so did my girlfriends, I gave them a call they said they had dropped my credit limit because I missed a payment I tried to explain to them but they wouldnt listen, they kept saying tough and I would have to pay for 3 months before they put it back up well I was not happy with this and said I would like to talk to someone in charge they said no, can you believe a company that refuses you to talk to someone high up, I just got mad and said fine ill pay the bill this month early which they charge me for mind you because its outside the DD, they then unlocked my phone and said as long as I dont go over my free minutes and make calls that are outside my allowance like 0870 and what have you I would be fine, I said ok no problem and thought that was the end of it WRONG........,

I made extra care not to make any calls outside my allowance if I could help it so I would not be cut off 2 weeks early again, because you see they produce my bill on the 20th and take the money on the 4th so between this time they always cut me off because its a new bill, anyway the next month came around and I got cut off again I rang them again and said what the hell, they said they lowered my credit limit again to 75 pounds for that month I missed payment once I again I went mad and said but it was your fault, they said tough it was my fault and they could do what they liked, I ended up having a fight with the rude women who said basically I would be cut off every month on the 20th untill they took the money out of my bank.

Today is the 21st and they have done it again, I rang them up the women on the phone said it was all my fault and I had to deal with it how rude I thought, well I flipped out and said I no longer want to be with you anymore, or I want you to lower my 50 flext plan down to 35 because I will always get cut off because both my plans go over the stupid credit limit you set me, she said it would be 11 months till I could change it I said what the women told me 6 months she said we have changed it so there, by this point I was well mad and said thats it im leaving, she then said if you leave you must pay us 790 pounds to leave 790 POUNDS!!! for 2 phones, bearing in mind I dont really use hardly any of the allowance anyway, by this point I swore alot then hung up the phone at which point she did managed to get in if you leave us we will send the debt collectors after you!!

sorry to rant and go on but I really could use some advice on this thanks

[AndyFitter]

Some friendly advice? If you learn what paragraphs and puctuation are you're more likely to get somebody to actaully manage to read your post. I gave up after the first couple of lines.

[Neolight90]

ok fair enough I did use commas I was just flowing hang on Ill break it up into blocks to make it easier for you ;)

[aquafortis]

Neo T-Mobile are concentrating on opening new stores in their so called idea of an expansion programme, this is fine but from what i am am seeing here in the forums is total lack of customer care. Anyone in business should realise the customer comes first, without them you're nothing. I know of a store that was supposed to be opening in september and there still is no idea from the people i talk to when it will be open. This means the current store in the same town has more staff than it knows what to do with. But I have an idea put those staff in other stores, train them all in every aspect of true customer service. Then and only then will T-Mobile get their priorities right.

I worked for them before so i know what goes on, the job was great, serving customers and helping them is what i enjoyed but i have to say training wasn't high on the agenda, and trust me at times you felt bad just because you couldn't resolve an issue, but knowing if you had been trained that same issue would have been resolved.

[andrewkeith5]

Again as far as I know (i'm not a lawyer and don't work for anybody involved), as long as you give the company taking payment twenty-one days notice, its their problem if they cant sort out a change of your direct debit details. the same rules apply if you want to cancel your dd - write to them with recorded, special delivery post, so you know they definately revieced and read it giving them 21 days notice (allow 1 or 2 for delivery of the letter) and a date at which you will cease payments to them. its their responsibility once they have recieved the letter to sort out getting payment from you in another form (although obviously if they can't get hold of you they can cancel your service), and you won't be liable to any fines from the bank if they keep trying to take payment, thanks to the fact that you have given them easily sufficient notice that you intend to cease the payment method.

just make sure you keep copies of every piece of correspondance made and make sure you can prove they got it. also if possible try to record calls as well (though you will have to ensure that the other party is aware that the call is being recorded, otherwise you will be breaking privacy laws)

again, I am not a lawyer and am just working from my understanding of the systems and what I have read elsewhere. In no way do i guarantee the accuracy of my statements, though I do try to make sure they're as accurate as possible. Thats basically all my smallprint :)