blebo
Member
Registered: 18th Apr 02
User status: Offline
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Story is like this:
I am on a U-Fix tariff and occasionally I have to "top -up" with extra credit.
I have one account with two phones, one for me one for the missus.
In September last year I added £5 to each phone via Switch, however only £5 came out my account. I then recived my next monthly bill which showed an over due amount of £5 and a charge of £25. I called them and they agreed that there has been an error so cancelled the charges.
I now called today to topup my phone again with £5 to be told I can no longer use switch as I am a "bad debtor" due to the charges incurred a few months ago. I explained the circumstances to the agent who basically said tuff, you can always cancel your contract - but it will cost you £120.....
Hence this letter:
I write to you in relation to the telephone calls to your office today and the unsatisfactory customer service I received.
Upon attempting to “top-up” my mobile phone today via debit card I was advised that I could no longer use this method of payment due to a previous top-up on my account being backed out by my bank.
I cannot understand this as not only was this clarified at the time, after I received an erroneous bill which included these charges, but for a bank to cancel a switch/visa debit card payment a few days after the transaction is impossible.
I am not sure if you are aware how the switch/visa debit system works, but I have called and checked with my bank and it is a guaranteed payment method. This means that if T-mobile requested the payment then it would have been received without question by T-mobile. If I had insufficient funds at this time, the payment would still be honoured and I would have received charges from the bank in relation to the transaction.
I have confirmed with my bank that on the 6th September 2006 one payment request of £5 was received and was honoured, no other payment requests were made. Therefore fault must lie with T-Mobile for not requesting the payment.
The only other option is that the card declined upon payment in which case the £5 would have never have reached my T-Mobile account in the first place and in this instance I would have expected a courtesy call from you to confirm my card details.
I am appalled that I have been labelled a “Credit Risk” due to an error by your company. I have been a customer with your company since 2003 and have never missed a payment.
The fact that I have encountered a problem with my account is understandable as errors occur, however the level of customer service that I received upon calling your company can only be described as bullying and arrogant
Upon speaking to one of your Customer Service Advisors I was basically told that I had a “backing out” charge on my account so there was nothing I could do about it. The only option given to me was to cancel my contract at a cost of £120. At no point was he prepared to listen to the facts, nor accept that maybe T-Mobile may be at fault.
I understand that I can top up my phone via other methods but for convenience and practicability I would prefer to use switch/visa debit via your website and I am not prepared to lose this right due to your error.
I look forward to receiving a reply in the next few days addressing these points.
[Edited on 05-03-2007 by blebo]
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blebo
Member
Registered: 18th Apr 02
User status: Offline
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Mark330d
Member
Registered: 25th Apr 06
Location: Netherlee, Glasgow City
User status: Offline
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thats the price plan om on, its baws, 400 texts which i use within a week and 30 minutes. Deffo not renewing it when it expires.
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Antz
Member
Registered: 28th Jul 03
Location: Leeds Drives: Myself Insane!
User status: Offline
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I'm on o2, £35 a month, 1000 mins and 600 messages.... or the other way round, either way it's good I think!
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