after old contract finished, phoned t-mobile and sorted out new deal with free blackberry on the 5/11/12 received bill and was being charged for the blackberry. contacted them to say the deal i had was for the phone to be free, girl admitted that the bill should be 19 pound, not 110 pound, and said my account will be sorted on the 19/11/12, t-mobile took 110 pound out of my account. contacted them but could only speak to some one in Malaysia, who was apologetic but could not give me answers to my questions. i then emailed customer services, but received email back saying this service is unavailable and phone 150. what a joke. i have now contacted my bank and through the direct debit guarantee clause i have received my money back, i am now waiting for them to get in contact with me .
Dave Naylor found this review useful
Their staff lie (the ones that you can understand). They do not have an email address that you can write to....except I found one on google that was supposed to be the managing director and customer service director, yet have had nothing back. On hold for an age, cannot get through. Waited on the phone for 2 hours in the t-mobile shop in lakeside and still didnt get anywhere. Change what they say, lie, unreliable, a joke. Wont let you cancel contract without charge as I would " be in breach of contract" yet they fail to realise that THEY ARE IN BREACH OF CONTRACT as they are NOT providing a service. Fed up of their lies. Reception is awful, my online tmobile account said that both of my phones were due for renewal in december 2012, yet this has not been changed to April 2013.....I am furious and unless someone is going to deal with my complaint and actually give me what I am due then I advise you all TO STAY AWAY
Rubbish rubbish rubbish! I have stopped using my IPhone, don't make any calls on it and send maybe a few texts a month. I have a booster which is a unlimited to other Tmobile users yet my Bill is ALWAYS over. They are ridiculous charge for voicemail service I DONT HAVE, they charge £1.50 one off fees which is erm EVERY MONTH and no one can explain why? They charge for debit card payments because I chose NOT to give them access to my bank ac with DD. And god forbid you should be late paying your bill by a few days they continue to harrass you at all hours even on Sunday wether you speak with them or not. The worst thing I done was change from my old school flex 35 to a shitty I phone contract I have a few weeks to go and my 13 year relationship with Tmobile is OVER!!!! Woop Woop........
Tmobile CS has just said that repeating my disdain for Tmobile is not helpful!!
So I will repeat it here.
YOU ARE RUBBISH RUBBISH RUBBISH bunch of theives who ruin people's credit and give absolutely NOTHING for loyalty to you. Just like British Gas as soon as your momentum gets going you shit on the 'little' people who help you get there.
DISGRACE DISGRACE DISGRACE no matter how you change your name your still CRAP!! EE??? dont you mean ERRANT EGOCENTRIC.......
This is not the first time I am on a contract. But the first time on TMobile and definitely the last time. I have to say they have the worst customer service in the UK. No coverage and I called them to ask to change the plan so that I dont have to atleast waste my data. The customer service never picks up the calls despite waiting for 30 min on the line. Obviously they must have that many annoyed customers on call. If you go to the store its unbearable to stand the attitude of their staff. Please teach them some manners. I cant wait to end the contract. OH MY ..its a long wait though
I have just spent the best part of a whole evening dealing with shockingly rude and bullying customer service representatives. First I was called by "Karen from Updates" who proceeded to make me a liar by disputing my airtime allowance, despite my reading it off my signed contract. I asked to escalate this to a senior manager and was called two hours later by Michelle, who was equally rude and despite my having in black and white a contract, despite my offering to give the contact details of the Carphone Warehouse Senior Manager who had sanctioned the contract, I was refused any inquiry or investigation.
Is this really what Everything Everywhere, T Mobile's ultimate boss - CEO Olaf Swantee, want his customers to feel (sickened and angry) doing business with his company?
This is behaviour one would expect from a criminal gang and not one of the largest mobile companies in the world. This is definitely a case for CISAS. Stupendously bad and a horrible experience!
Rubbish T Mobile!
I don't want to spend my precious cash on an 0845 number being put on hold and listening to the soft sell for the next iphone. If the lines are busy, surely they should have a call back system in place . I cant wait until my contract ends with these jokers!
T-mobile are cynical in the extreme when dealing with their customers and clearly reluctant to invest in helping their customers. I have been a customer of T-Mobile for 18 years but am now about to fire them, having tried for weeks unsuccessfully to get a simple but important question answered regarding the use of my phone abroad. The Q&A section of their website does not provide an answer. Their customer 'service' agents will communicate by email, but with generic or stock responses that do not answer a specific question. It has proved impossible to have anyone from T-mobile contact me by phone. When informing them that I wanted to leave, I was passed to another department and a person who was clearly not competent to address my issue. Just awful. Avoid T-mobile.
After over 15 years of being a loyal customer, I have been due for another upgrade and phoned up to see what phones were available. I try my best to do most things on line and avoid being placed on hold and rude customer service. but in this case, The online upgrade system was not very helpful. This small procedure that shouldn't take no more than a single phone call has taken over 3 weeks where I have spoken to over a dosen advisors and the whole thing has been a nightmare. I am so upset with the whole thing and they started to tell me lies when I said I had enough ad want to leave. They pass you to different teams that have no idea on what the issue is about and in a day can spend at least 2 hours on hold between different advisors and no resolution at the end. once they sense frustration and anger, advisors simply hang-up the phone with no warning and the notes on the account isn't updated, therefore I have to start from the begining everytime with new advisor. Stay away from t mobile, I feel they have too much customers now, that basic customer service is not prioritised, its all about getting new customers. customers service advisors were rude, scripted and in hurry to end the call. avoid getting T Mobile contract at all cost!!
I will start by saying I'm very pleased with the service T-Mobile provide for myself. I recently had a query and rang T-Mobile about this and I was worried about the phone bill so the person on the phone told me to put the phone down and the rang me back within seconds. Its just small things like this that make T-Mobile in my opinion the best phone company. I would certainly suggest you join T-Mobile.
We recently returned from a holiday in Turkey only to be presented with a bill for just under £500 for call charges incurred on our T-Mobile phone.
Many of the charges that made up the total bill were for dropped connections with 0.00 minutes and yet still the £1.50 charge was applied.
When you look at call charges by other operators this is nothing short of excessive. Customers would be well advised to phone the operator and put a stop to call roaming so that when they travel outside Europe they are not stung with extortionate costs.
We will be cancelling both our T-Mobile contracts as soon as we can get out of them and would never return to this operator. The customer complaints department is a shambles and the company seem to care little about their UK reputation as many reviews and articles on the internet clearly demonstrate.
My wife has a new contract, she has been cut off without service for days, and we have had no resolution from Mobile to date!
My wife ported in a number from Orange and the port was sheduled to complete on 10th July. According to the process which is available on the Ofcom website the porting process the port happens in three stages across the course of 24 hours. That is why an operator can be allowed 24 hours to complete a port.
Stage 1: The donor operator transfers the number to the receiving operator. (That happened and my wife's number was registered with her new SIM)
Stage 2: The registration of the number on the new network and the appropriate call routing is set up by the receiving operator (i.e T-Mobile). This DID NOT HAPPEN, CALLS (AND TEXTS) ARE NOT DIRECTED TO THE HANDSET
Stage 3: The donor operator ceased the subscription. (This has happened)
This should have been completed two days ago now, so clearly T-Mobile haven't fulfilled their obligations correctly and consequently my wife is unable to receive calls.
But it gets worse.
At the end of the day the port should have completed and hadn't we tried to report the problem to customer services. We were being told to give it a further 24 hours, when the 24 hours was already nearly up, clearly in breach of the normal process!
On the second day tried to get through to understand what the problem was. Was eventually put through to a porting team who blamed the donor operator, but the only obligation of the donor operator is to give out the new number and agree to the date of the transfer. It is T-Mobile's responsibility to sort out the routing.
Called back later that day to be put through to the porting team to ask them why this had not been resolved, and what was being done about it, had to wait 15-20 minutes to get through each time, was asked to explain the problem again each time, had to wait to speak to a supervisor each time, on most occasions who I spoke to didn't know what to do, or who to put me through to and I eventually got cut off and had to ring back and go through the process again. When I got back in touch I was told that there were notes on the account that they tried to ring me back when I was cut off, but they couldn't have been paying attention because they were trying to ring back on the mobile number I had explained didn't work and not the landline number I had left earlier for them to call me back on! When I eventually got through to someone who said that they knew which department I needed to speak to at 9:40pm, they told me that they were closed!
Rang back again the next day, and insisted that I wanted to be put through to a department who could resolve the problem and not be cut off. Was promised that they would make sure that there was someone on the end of the line first before putting me through. Then put me through to a message that then disconnected the call. This happened twice in a row!
Finally got put through to someone who might be able to help me in the "Customer Connect" team within retail care. Hallelujah, it only took about 12 calls and countless hours! They were unable to resolve the problem and unable to give any guarantees when the problem would be fixed, but at least they've got someone to look into it now!
I also raised a complaint yesterday, to get this escalated, but I probably won't hear anything from that for a week!
So my wife has been without service for several days now, and we have wasted countless hours trying to educate T-Mobile on what this problem is, and waiting patiently whilst they try to understand who in their own organisation can complete the obligations that they have failed to fulfil.
T-Mobile has not delivered an adequate network service, and they have not handled the port correctly and shown incompetence in resolving the issue that has further wasted our time.
Just spoke to Shona in the retail care team. She says that the reason my wife's phone won't port from Orange to T Mobile is down to Vodafone. Even through it is T Mobile's responsibilty to accept the port and Vodafone have confirmed that they are not responsible for any porting issues between other operators.
So I asked Shona if she would pass on the information I had from Vodafone and she said they are a back-office and they don't speak to customers and she can't pass any information onto them.
I could try calling next week! No sense of urgency and no internal lines of communication!
I posted this as feedback on the T-Mobile facebook page. So they deleted it! What do you think of a company like this?
Having lived in places where other services (O2, Orange, Vodafone) struggle to keep up coverage, T Mobile had never never disappointed me. It's coverage is really "universal" and sound clearest. There are no costly charges to get these excellence.
I have had a love hate relationship with Tmob for about 3 years now. They mess up big time and then apologise and offer you a carrot to stay with them. I once didnt have service for a month and they kept saying it was my phone..but of course it wasnt!
Generally the customer service is extremely poor. Only twice in the three years I have been with them can I say that I had GREAT customer service (and dont even get me started on the new South African guys they have working for them!)
If they dont offer exactly what you want...look elsewhere
The worst company for customer service in the UK - hopeless website too.
Used T-Mobile for my last contract mobile and would never use them again. Added ansaphone to my contract and found out after 6 months of paying the monthly fee that this service had not been turned on their end so all calls would just ring off, consequently lost numerous possible contracts.
got a call to see if I wanted a new contract, said no I was happy with what I had then found out that phone call to me had tied me in to a further 2 year contract of my current package, I never agreed to that. they said they had sent paperwork which most likely got dumped with all the other bullsh*t flyers they send me. A week later they put the price up on my package???????? as soon as I can I am leaving T Mobile never to go back!
Mijn ervaringen met de service desk zijn uitstekend: vriendelijk, doorgaans deskundig en goed advies. Ontbreekt het aan kennis dan wordt bijgeschakeld of wordt je teruggebeld op een later tijdstip. Niets dan lof.
De ervaring met de T-Mobile winkel in Sittard daarentegen is dramatisch. Aanbiedingen die nog op de website staan werden glashard als niet geldig verklaard en een klant kocht een toestel dat op de site goedkoper werd aangeboden. Toen ik hen daarop wees, werd de medewerker boos en zij dat ik ongelijk had. Een paar uur later bestelde ik telefonisch via de service desk en bleek alles netjes te kloppen zoals vermeld op de site.
Een andere keer had ik een probleem met mijn nieuwe iPhone; die was nog geen drie dagen tevoren geleverd. De service desk verzocht me het toestel in de winkel in te leveren en ik zou een vervangend toestel krijgen. De winkel werkte niet mee en verwees me gewoon terug naar de service desk. Die regelde het vervolgens op een andere manier: ik kreeg een nieuw toestel per post en moest het oude toestel daarna terugsturen. Wederom niets dan lof voor de service desk.
Wat de winkels betreft is er dus nog wel het een en ander te verbeteren; maar misschien is het een beter idee die maar gewoon te sluiten.
been with tmobile for ages wanted to upgrade my wifes contract and it caused nothing but hassle. the bloke told me everything i wanted hear and that there be no hassle or extra cost. turns out all he did was add another line so instead of just me and my wife i had 3 lines all active. sales is freephone and customer services 0845 and you can understand sales but customer service are foreign and you dont know if they acctualy understand you. a realy poor experience loyalty is deffinately not rewarded with tmobile should of gone to carphone wharehouse always had a good experience buying or doing business with them.
I signed up to a T-Mobile tariff with the promise of an unlimited data package only to be then told that that didn't include VOIP calls. Then they increased my tariff midway through my contract, Rest assured I will be switching to another provider at the earliest opportunity, and I will also be taking all my business contracts with me.
Helaas overgestapt van Hi naar T-mobile.
Vriendelijk, aardig enz. enz. tot er iets niet goed gaat.
Na ong. 10 keer mailen en 20 keer bellen ...... blijven ze allerlei onnodige dingen toesturen en nu zelfs ook rekeningen.
Iedere keer wordt er me verzekerd dat het nu goed zal gaan.
Mooi niet dus .......
En vandaag ontving een rekening voor smart150 min. (zonder telefoon !!!) - kosten meer dan 40 euro. Toch niet te geloven !!!
I've used TMobile for years now, but not because I think they are amazing, I just think the competition are awful.
Recently, on wanting to change contract and keep phone number, I was told I couldn't do this, even though I know I can. On asking to cancel contract, I was then given 1 million and 1 different offers.
All in all, the experience was awful due to ill-educated (non-native English speakers) trying to answer my questions, unsuccessfully.
Guys, with your online chat - stop outsourcing cheaply to other countries and get the job done right, here!
Customer service is NOT in the vocabulary of T-Mobile uk. For starters you have to dial 150 (which is free) - just as well as you will go round forever in circles trying to actually talk to anyone (quick tip try hitting the option to leave t-mobile you usually get someone in the UK very quickly). Sometimes they are helpful other times less so but better than the usual non-uk call centres you get the rest of the time.
The non uk call centres are worst than useless as they know how ever much you complain the chances of their having to deal with you again are remote.
Handset repair service is awful - 2 BB less than 3 months old went wrong and it took a month to 6 weeks to get new ones back. They just swap them, don't even try to repair, but still take them away and leave you with a very basic (if you are lucky) replacement and charge you full contract fee. Had a HTc wildfire on contract too - after going wrong 3 times in as many months I sold it but like other reviewers still stuck with the contract.
Also they have some very dodgy 'small print' too - they have an ever growing list of 'non standard' mobile numbers. Basically those belonging to small companies not part of the big 5. If you text or call these numbers you'll be charged 25p a minute/text regardless of your call allowance and you don't even know they're non standard till the bills come through as they all start 07 - which most people automatically assume are ordinary mobile numbers.
At the end of the day they don't care as you are stuck in your contract and they get their money anyway.
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