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EE T Mobile Et al, the worst customer service of any mobile phone provider
My partner has been a T Mobile pay as you go customer for around 7 years, she doesn’t want a contract phone as she can keep control of her spending. Around 4 months ago now my partner received a telephone call from a sales eejit trying to sell her a contract with T Mobile. She […]
My partner has been a T Mobile pay as you go customer for around 7 years, she doesn’t want a contract phone as she can keep control of her spending.
Around 4 months ago now my partner received a telephone call from a sales eejit trying to sell her a contract with T Mobile. She was in the pub at the time, so rightly told them 1) She wouldn’t be able to make any decisions at that point and 2) she would want to read through any proposed contract first before she would even consider whether she wanted to change over.
She advised T mobile to send the paperwork through the post so she could read it.
The call ended and that was it…………or so she thought.
We received a bill from T mobile for mobile services, now bearing in mind no contract had been agreed ie there was no offer that had been accepted and no consideration or intention to be legally bound, i immediately questioned on what basis this bill had been sent to a pay as you go customer. I started trying to call EE / T Mobile customer services, what a utter joke, 1 hour 13 minutes on one occasion on the phone on hold trying to get through. I rang them for days and days, however i didn’t manage to get through.
So i took up the next step in the complaints procedure, the chief execs office, alas even that didn’t draw any attention to the issue, so i turned to Resolver the on-line complaints assistance service. I also tweeted my disgust at EE and T mobile.
Finally we received a call from the complaints team who couldn’t apologise enough. They agreed with me, they promised to reset the phone back to PAYG. They also gave us £25 in compensation for the inconvenience.
End of the matter ………………………or so we thought.
we now received a bill from Moorcroft Debt Recovery Limited.* This will be interesting, as they are trying to recover a debt which does not exist. This is a clear breach of the OFT and now FCA debt collection guidance and it will be interesting to see if a Default has been recorded as that will give rise to damages, but given T Mobile have accepted there was no contract, then no debt can exist therefore why do we have Moorcroft Debt recovery chasing us????? Well ill let you know when i get the answer.
Time to check the credit file in the mean time
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My partner has been a T Mobile pay as you go customer for around 7 years, she doesn’t want a contract phone as she can keep control of her spending.
Around 4 months ago now my partner received a telephone call from a sales eejit trying to sell her a contract with T Mobile. She was in the pub at the time, so rightly told them 1) She wouldn’t be able to make any decisions at that point and 2) she would want to read through any proposed contract first before she would even consider whether she wanted to change over.
She advised T mobile to send the paperwork through the post so she could read it.
The call ended and that was it…………or so she thought.
We received a bill from T mobile for mobile services, now bearing in mind no contract had been agreed ie there was no offer that had been accepted and no consideration or intention to be legally bound, i immediately questioned on what basis this bill had been sent to a pay as you go customer. I started trying to call EE / T Mobile customer services, what a utter joke, 1 hour 13 minutes on one occasion on the phone on hold trying to get through. I rang them for days and days, however i didn’t manage to get through.
So i took up the next step in the complaints procedure, the chief execs office, alas even that didn’t draw any attention to the issue, so i turned to Resolver the on-line complaints assistance service. I also tweeted my disgust at EE and T mobile.
Finally we received a call from the complaints team who couldn’t apologise enough. They agreed with me, they promised to reset the phone back to PAYG. They also gave us £25 in compensation for the inconvenience.
End of the matter ………………………or so we thought.
we now received a bill from Moorcroft Debt Recovery Limited.* This will be interesting, as they are trying to recover a debt which does not exist. This is a clear breach of the OFT and now FCA debt collection guidance and it will be interesting to see if a Default has been recorded as that will give rise to damages, but given T Mobile have accepted there was no contract, then no debt can exist therefore why do we have Moorcroft Debt recovery chasing us????? Well ill let you know when i get the answer.
Time to check the credit file in the mean time
More...
