Tesco Mobile

Being mucked about by Tescos on a monthly mobile payment plan.

Are mobile 'phone contracts covered by the CCA and do I go to the FOS on a complaint? or is there a separate ombudsman for 'phone companies?

[Caspar]

Re: Tesco Mobile

No they're not. You should find this helpful - especially end bit!

How to complain about phone companies | This is Money

[The Debt Star]

Re: Tesco Mobile

No they're not. You should find this helpful - especially end bit!

How to complain about phone companies | This is Money

Thanks for your reply Caspar.

The link says "Pay what you think you should be charged and then write to both the customer services and the billing departments."

Query: if I do this, they will, presumably, bugger up my credit files with missed payment markers?

The link also says:

"1: Always complain directly to the firm first. Then:
"2: Once the company feels it has it, it should give you the chance to go to an Ombudsman scheme. This costs you nothing. For Otelo call: 0330 440 1614 or 01925 430 049; or for CISAS 020 7520 3827. After eight weeks you have no resolution, you can go to the Ombudsman, anyway.
"3: Alternatively, go to the small claims court. This will cost you a fee which you get back if you are successful in winning your case."

#3 isn't really an option TBH. I am contesting £78 of charges, haven't paid them yet and would like to follow the above advice BUT FOR damage to my CRFs. Not sure what the position is there but in the past Orange slapped on some nasties last time I had a cell 'fone. Tescos might do the same.

Am I right in thinking "the ombudsman" is this Otelo outfit as tescos subscribe to them? Not Oftel?

[Caspar]

Re: Tesco Mobile

As you can see, that is the "This Is Money" take on it. Personally I'd keep paying and try to resolve issues with the company first. Otelo is indeed the ombudsman for mobile communications.

As you say, correctly in my opinion, if you pay what you think you should rather than what you actually should you stand a good chance of wrecking your CRF. I think you're also likely to antagonise them and make an amicable solution harder to find.

I've had massive problems with 3 in the past and I always go straight to the CEO, as if you phone the Customer Services number you'll find yourself speaking to chimps following a script and with zero power to do anything significant. The Executive's office always gets things sorted pretty rapidly.

[The Debt Star]

Re: Tesco Mobile

any idea of the CEO for Tesco mobile phones? You seem to be able to track down info that others can't Caspar!

I have located the ombudsman complaint form for Tesco mobile here:

http://www.ombudsman-services.org/ma...nications.html
------------------------------- merged -------------------------------
Found this on the Tesco Mobile website confirming Otelo.

If we are unable to resolve your complaint satisfactorily, we will issue a ”deadlock” letter so that you may make a complaint through Otelo, an independent alternative dispute resolution scheme. We can provide you with details of this service. Alternatively if more than 8 weeks has passed since you first made your complaint, please contact the ADR scheme directly.

[Caspar]

Re: Tesco Mobile

graham.harris@uk.tesco.com

[The Debt Star]

Re: Tesco Mobile

graham.harris@uk.tesco.com

cheers mate. knew you'd find it!

[The Debt Star]

Re: Tesco Mobile

I don't know if it was the email address, but Tesco's have just caved in and refunded £78. They certainly responded quickly to the complaint, within a day of receiving it, so no grumbles there.

[Caspar]

Re: Tesco Mobile

Excellent - once things hit the CEO they tend to get a resolution one way or another pretty quickly!

Nice one!

[zaccolbert]

Re: Tesco Mobile

I've been thinking of getting an iPhone on Tesco mobile but this thread has put me off a bit, anyone got an iPhone contracted with Tesco? Good or bad experiences?

[The Debt Star]

Re: Tesco Mobile

I've been thinking of getting an iPhone on Tesco mobile but this thread has put me off a bit, anyone got an iPhone contracted with Tesco? Good or bad experiences?

mate, since then Tesco Mobile have marked my credit files with the account despite the fact I closed it 4 weeks after opening it. They have so far not removed he data. This despite them promising in their emails to me that they would remove the data (which is pointless data anyway as its just a big grey blob with a "U" on it and which will otherwise stay that way for 6 years). They respond by email promising this, that and everything but never actually DO IT.

Use another company mate, thats my advice.

Tesco if you're reading, get yourselves sorted out.