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Evil corporation ripping off Joe Average (hold on, that's a tv show isn't it? Not that Joe Average, a different one, me). What can I do to stop them?
Last year, before I was scheduled to go away to Canada, I phoned T-Mobile to arrange to cancel my phone contract, which was to take effect as soon as the 1 year contract period was up (late march this year).
I was told this was possible, and that my contract would terminate this march.
In february/march I phoned again, and checked that my cancelation was going to happen. They told me it was.
Since then they've kept billing me and today I phoned up to find out why.
They told me they have no records of either my cancelling the contract, or me phoning to check the cancelation.
They also told me it's 'impossible' to cancel a contract by giving more than 30 days notice, so in fact I 'shouldn't' have been able to arrange to cancel so far ahead of the finishing date.
It looks like some kind of a screw-up on the original request to cancel, and some kind of incompetent muppet who confirmed that it was going to cancel.. I'm not sure how that could happen though, how someone could confirm my cancelation when it wasn't scheduled to happen...
My other theory is that they took the original cancelation, the confirmation of cancelation was accurate, then someone realised they'd made a mistake in allowing me to arrange to cancel so far ahead of time and stopped it. Then wiped the records of the calls, to cover their a**.
Whatever happened, I'd quite like to get back all the line rental money they've taken from me since march.
I asked them about my prospects of getting that money back, they told me 'none', because they didn't have records of my request to cancel.
Given that they did agree to cancel my contract (legally, even if their telephone chimp screwed up, they're still bound by his agreement, I'm pretty sure of that).
But without proof of asking them to cancel, I'm not sure how I can actually practically get my money back from them.
Any ideas?
Where do I stand and what can I do?
Last year, before I was scheduled to go away to Canada, I phoned T-Mobile to arrange to cancel my phone contract, which was to take effect as soon as the 1 year contract period was up (late march this year).
I was told this was possible, and that my contract would terminate this march.
In february/march I phoned again, and checked that my cancelation was going to happen. They told me it was.
Since then they've kept billing me and today I phoned up to find out why.
They told me they have no records of either my cancelling the contract, or me phoning to check the cancelation.
They also told me it's 'impossible' to cancel a contract by giving more than 30 days notice, so in fact I 'shouldn't' have been able to arrange to cancel so far ahead of the finishing date.
It looks like some kind of a screw-up on the original request to cancel, and some kind of incompetent muppet who confirmed that it was going to cancel.. I'm not sure how that could happen though, how someone could confirm my cancelation when it wasn't scheduled to happen...
My other theory is that they took the original cancelation, the confirmation of cancelation was accurate, then someone realised they'd made a mistake in allowing me to arrange to cancel so far ahead of time and stopped it. Then wiped the records of the calls, to cover their a**.
Whatever happened, I'd quite like to get back all the line rental money they've taken from me since march.
I asked them about my prospects of getting that money back, they told me 'none', because they didn't have records of my request to cancel.
Given that they did agree to cancel my contract (legally, even if their telephone chimp screwed up, they're still bound by his agreement, I'm pretty sure of that).
But without proof of asking them to cancel, I'm not sure how I can actually practically get my money back from them.
Any ideas?
Where do I stand and what can I do?
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Light wrote:
> Good stuff
Supurb, thanks.
*Plans letter*
> Good stuff
Supurb, thanks.
*Plans letter*
Know how you feel i've been on the wrong side of T-Mobile incompetence. I'm paying around 13 quid a month for a contract which gives me (apparently) 750 mins of free calls a month. Got my bill the other week and not a single one of my calls were free. All made in the evening when it supposedly comes into effect yet still got charged for them. Cancelled my contract shortly after and got myself a good deal with 3, well i say good but it's a few quid more expensive but at least i know i'll get my free calls now.
A regulator. If the Mobile Phone and Telecommunications industry was a football match, the ombudsman would be the referee.
Kinda.
Kinda.
What's the ombudsman?
First of all;
Send a polite letter giving a full history of what's happened, with dates and (if possible) times. If you have any correspondence, send copies of it. End the letter with "If you do not respond within 14 days I will be referring the matter to the ombudsman. I also reserve the right to take legal action should the matter not be resolved to my satisfaction.". Despite what some say about companies not caring about getting the law involved, speaking as someone who actually has experience of taking companies to court, they do. If for no other reason than court procedings cost more than the money they want to reclaim, and they usually end up having to pay costs of such procedings.
That should guarantee you a response. What you do next depends on the nature of their response.
Send a polite letter giving a full history of what's happened, with dates and (if possible) times. If you have any correspondence, send copies of it. End the letter with "If you do not respond within 14 days I will be referring the matter to the ombudsman. I also reserve the right to take legal action should the matter not be resolved to my satisfaction.". Despite what some say about companies not caring about getting the law involved, speaking as someone who actually has experience of taking companies to court, they do. If for no other reason than court procedings cost more than the money they want to reclaim, and they usually end up having to pay costs of such procedings.
That should guarantee you a response. What you do next depends on the nature of their response.
T mobile are the worst.. Ive stil got my contract phone with them however my main phone is with Orange.
I've been in my contract over a year and havent signed for another one, however they still wont let me cancel mine either..
However i've e-mailed them phond them and wrote to them. Have even cancelled my DD so i would advise you to do the same.
I've been in my contract over a year and havent signed for another one, however they still wont let me cancel mine either..
However i've e-mailed them phond them and wrote to them. Have even cancelled my DD so i would advise you to do the same.
Ah well. They'd probably try to screw you over too though :^(
I'm with Orange though, the fascists.
Cancel it.
Then let me think I lost them a customer. It'll help the resentment. :^)
Then let me think I lost them a customer. It'll help the resentment. :^)
I was going to cancel mine but there was a page of smallprint callling me bad names.
Well in a corporate way.
Well in a corporate way.
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