T-Mobile

YOUR COMMENTS Post your comments or and experiences of this company on the Sounding Board

A description of the good or service offered and what happened.
I recently ordered a phone online from tmobile on Friday 10th of October. Order Ref *******.
At no time during ordering the phone was I told that the phone was out of stock. When I checked my bank account Monday I noticed that the money for the phone (£79.99) had been taken out of my account. I assumed that this was because the phone was on it's way and expected delivery on Tuesday. When the phone had not arrived by Thursday I called tmobile. I was told that there had been no payments taken off of my account and that the phone was out of stock but delivery was expected soon. I then phoned my bank who checked and told me that the payment of £79.99 had been made to tmobile on 11 th Oct at 16:30. The authorisation code is ****** and the business ID is ********. I phoned back to tmobile and spoke to Shaunie (?) who said that the money had not been payed to tmobile but was set aside to pay for the phone when it was processed. He also said I could either wait for stock to come in or cancel the order and see if I could buy a phone from a tmobile shop.
Today I went to the tmobile branch and bought the phone there. When I got home I phoned to cancel the order and was told that was no problem but the money would not be back in my account for 14 days. When I said I was not happy about this I was told that they had a new system which had been taking payments from accounts when it should not have. I asked to speak to a manager and Jay called me back saying that there was nothing could be done and I would just have to wait to get my money back.

I think this is totally unacceptable as the money should never have been taken in the first place.

What have you attempted to do so far?
The manager that I spoke to gave me the email address for customer relations but maintained that there was nothing he could do. To me it sounds like they just fob you off.

Why you feel your complaint has not been fairly or properly addressed by the company?
They took my money when they should not have and now I have to wait 2 weeks till I get a refund.

YOUR COMMENTS Post your comments or and experiences of this company on the Sounding Board

Since writing I have had various phone calls to tmobile to try and sort this out. Tmobile say there have been no payments taken from my card but that it will still be 14 days till I get a refund. Someone called me on Sunday morning but could not do anything because the finance office was closed and promised that a colleague would call me on Monday. No one called so I called them. I got through to a manager who told me I could dial 146 from the phone and get through to the customer collections dept and he credited the phone with £10 to cover the cost of the calls. All I got was a woman who maintained she could not do anything because I could not remember the password for my account. I could give her all the details and who I had spoken to etc but I had to contact my son to get the last number he had dialled from the phone and then tell her what it was when she called me back on my landline. After all that I got the stock answer that no payment had been taken and there was nothing they could do but I would get a refund in 14 days. I re-sent the original email i had sent them and added a note about what had happened since and somebody from customer relations finally called me on Tuesday afternoon and after I had gone through my story again she said that she had spoken to her manager and no refund had been requested till Monday morning but this manager had put in another urgent request dated 21st Oct and that she would call me every day to see if I had gotten the refund. As a "goodwill gesture" she also credited the phone with £20. Well she hasn't called but I did get my money back on Thursday 23rd. So if they are telling the truth it took 2 days to get the money refunded and therefore they can do it faster if they want to.
In the end I have got my money back and been credited with £30 to the phone. But they could have saved themselves the money and both them and I a lot of bother if they had just done the credit there and then.

Thanks again

J McDougall