nickbarnes: (Default)
[personal profile] nickbarnes
To T-Mobile Customer Services, Complaint Management Team:

I am registering the following points as a formal complaint.

I have been a T­-Mobile customer since September 2006. I had a Web'n'Walk PCMCIA card on a Pay­-Monthly contract, £19.98 per month paid by direct debit.

After three years, in September 2009 this card was stolen in a burglary at my home. I called T­-Mobile to report the loss. I was told that the PCMCIA cards were no longer in use, and I would be sent a USB stick (and SIM) as a replacement.

Before the USB stick arrived, I realised that I no longer made much use of Web'n'Walk, and checking the T­-Mobile website I discovered a Pay­-As­-You­-Go Web'n'Walk service which would save me money. I called T­-Mobile again, and was told I could certainly cancel the Pay­-Monthly service and use Pay­-As­-You­-Go instead. I would be sent a separate USB stick and SIM. I was specifically told that I should return the Pay­-Monthly USB stick and SIM unopened, and that the Pay­-Monthly contract would be cancelled.

I did return the Pay­-Monthly USB stick and SIM, unused and unopened, when they arrived. I started to use the Pay­-As­-You­-Go stick. As far as I was concerned the Pay-Monthly contract was cancelled and that was the end of the matter.

I have made a very few uses of the Pay­-As­-You­-Go service. On about 7th September 2010, I tried to use it, and found that I needed to top it up. I tried to log onto my T­-Mobile web account to do so, and found to my surprise that it showed a £19.98 balance for the Pay­-Monthly service.

The next day I called T­-Mobile customer service to clarify this, and was very alarmed to be told (by a friendly and efficient member of staff) that I had been charged £19.98 per month for Pay­-Monthly, in every month, for the last year.

Furthermore, I was told that the Pay­-Monthly account had not been cancelled because a confirmation text message, sent to the Pay­-Monthly SIM, had not been answered.

The practice of sending text messages to Web'n'Walk accounts is ridiculous--—such messages are very unlikely ever to be read. The use of such a message to confirm cancellation of my account, sent to a SIM which I had explicitly been told to return unopened, is beyond absurd. T­-Mobile could have written to my address, or used my actual cell­phone number, but chose instead a method of communication which—--following the instructions I received from T­-Mobile--—I could not receive: a message which I knew nothing about, sent to a SIM which I returned unopened to T­-Mobile.

In short, T­-Mobile has charged me £19.98 every month for a year—--a total of £239.76—--because I did not read a message which I could not possibly read, and which T­-Mobile certainly knew had not been read. I insist on immediate repayment of this amount. I am cancelling my T­-Mobile direct debit today.

I look forward to a swift response to this letter.
Anonymous( )Anonymous This account has disabled anonymous posting.
OpenID( )OpenID You can comment on this post while signed in with an account from many other sites, once you have confirmed your email address. Sign in using OpenID.
Account name:
If you don't have an account you can create one now.
HTML doesn't work in the subject.


Notice: This account is set to log the IP addresses of everyone who comments.
Links will be displayed as unclickable URLs to help prevent spam.


nickbarnes: (Default)

October 2015


Most Popular Tags

Style Credit

Expand Cut Tags

No cut tags
Page generated Sep. 21st, 2017 03:54 pm
Powered by Dreamwidth Studios