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Mobile Phone Shops
In July I had the misfortune to get involved with Phone4U, I was due an upgrade on my T-Mobile account. On Friday the 10th of July I searched the web looking at phones, I decided to give the local Phones4U store a call just to get some advice. However I allowed myself to be talked into having a new account with EE. O Monday the 13th of July I phoned the store again and asked to speak to RAV the person who dealt with me on the phone, I was informed that it was his day off and that he would be back on Tuesday the 14th,so on the Tuesday I called the store again and asked if I could speak to RAV, I was told he was the person wh answered the phone. I then asked RAV if he would please cancel the Phone contract we had made on the 10th of July, RAV proceede to tell me he had never heard of me and that deals were never made over the phone, I informed RAV that indeed a contract had been made and that I currently had the phone beside me,he still didnt want to know, I informed RAV that I wanted the contract cancelled to which he again said he didnt know who I was, the conversation then got a little heated and again I told him I want the contract cancelled, the phone was put down and that was that. I then contacted EE and informed them that i wanted the contrract cancelled and was advised that it wouldnt be a problem as im within the cancellation period. However approximately 2 weks later EE wanted a payment for this phone , I contacted the customer services dept and informed them that I had cancelled the contract, I was informed that they cannot cancel the contract it has to be done by Phones4U , now to go straight to today Phones4U are refusing to cancel the contract saying I was otside the cancellation period which is 14 days,however as far as I knew I had cancelled on time,Phones4U say that I should have phoned Customer Services but I wasnt aware this had to be done I was never advised of this when I spoke to RAV at the shop, he just put the phone down on me . I need to know where I stand with this can Phones4U or EE force me to pay for a phone I do not use neither do I want and as far as I was concerned was cancelled. CAN ANYONE HELP PLEASE.
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Re: Mobile Phone Shops
hi
sorry to be brief, hand hurting a lot today.
Call EE. Ask to make dealer complaint and to have this escalated, then call Phones4U Head Office 0844 871 2231
and they will help as much as they can.
If you are not satisfied the with their answer, then again escalate this and write to
Phones 4u Ltd, Osprey House, Ore Close, Lymedale Business Park, Newcastle-under-lyme, Staffordshire, ST5 9QD
ask for call reference numbers and first names (you probs wont get surnames its not personal)
Do you have the original recipet showing who you spoke to?
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Re: Mobile Phone Shops
No unfortunately I do not as it was all done over the phone. I am disabled and for me to get to the store I need to arrange transport. I have spoken to numerous members of staff at Phones4U and I still get the same reply, I have spoken to EE also on many occasions regarding this matter and no-one wants to help to resolve the issue .This is now effecting my health, I suffer with depression and this is just causing me more and more misery. I really need to know the bottom line ,what action if any I can take against these companies to get this matter resolved.Comment
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Re: Mobile Phone Shops
ok call EE and ask to speak with a supervisor, tell them you need to start the process of an ofcom complaint, then ask Phones for you for the same, they may say you need to write in, in that case follow their policiesComment
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