I hate to keep doing this but I wont stop until its refunded!
UPDATE - Was informed of the refund coming back by the 13th Feb...didn't happen. Phoned up...given the 20th Feb and even promised a phone call, NOTHING!
I phone up today to find out that it has just been manually processed by the 'Finance department' and that it will take 14 days. I terminated my contract on the 21st of Jan and have been given 10th March as the date which I know it wont be. The phone assistant said "Sorry just isn't enough, I can understand your frustration"...of course you can. I asked if there was any note from monday when I called stating he would call me....NO! REALLY, You now lie to your customers.
Your quick enough to take everyones monday but very slow at giving it back.
T-MOBILE, YOU ARE A JOKE! My 14 day deposit has turned into a 8 weeks. Not even funny. Don't even bother calling the call centre, they have no idea whats happening, don't both going into store, they also have no idea whats happening!
I've had NO APOLOGY! STILL OUT OF POCKET.
Don't waste your time and money.
PS, READ BELOW FOR THE ORIGINAL STORY (11/2/13)
One day I made the mistake of taking out a contract with T-mobile, that decision has plagued me for the last 2 months of 2013. I decided (why!) to take out a contract and defect to Blackberry from Iphone. Place online order and recieve a delivery date (with no SMS)...I leave it a few days! Nothing. Phone Customer services who informed me I should had paid a deposit. No problemo, place deposit and receive phone...YAY!
Start using the phone, its not good. What was I thinking. Ok send it back, its within the 14 days cooling of period. I explain that I wish to continue the contract and merely change the handset. No problem! (Said cust services), send it back (paid for the postage myself) and wen't back to my old iphone if which I had to pay for the sim card myself with no refund so just to sort me out temporarily I spent £20 just to get rid of the bloody thing. The phone has taken a little longer to 'process' and I am advised to call back every day until they get it, in fact its taken another week. So about 12 days for them to process the phone though it had been received the day after I sent it.
So they finally receive my phone (after calling them every day)and tell me I can go into my local (Leamington Spa) EE/T-mobile store and I merely swap over the deal, i'm given my policy number and account number, fabulous...so efficient and simple. I walk in and am greeted by some miserable 18 year old, with long copper hair and some brick on a strap round her neck,who looks like she hates work! I get the whole..."Oh there is no upgrade option on your account", My response "I've just been on the phone to head office who tells me there is a note on my account", she responds "Sorry, we don't deal with head office".....REALLY!
So I get back onto the phone....get through. It turns out that my contract was actually terminated (even though I made it clear and a note was placed on my account not to do so!), so customer services would see what they could do for me to reverse the issue. The call operator could clearly see the note that had been made and confirmed that they had not read the notes on my account. She told me she would speak to her manager and they would call me back...that never happened.
Next day, which is now the twenty first of Jan, same thing again...I call customer service, ten million options in the automated labyrinth. Finally get through to someone (after 30 minutes) who tells me that they can go ahead and amend the phone contract (wow! that was easy!) so go forth and order my Iphone 5. She then tells me she will see if her manager can process the application faster through credit control so I get it the next day, "I'll call you by four"....its now four fifty, nothing. Oh the phone rings. Its her manager, he tells me that he has gone out of his way to call me (he's doing me a HUGE FAVOUR and been in meetings all day) however there is nothing he can do, as my last contract ended and a new one was attempted within 24 hours they wouldn't process the application. Ok, but you ended the contract against my request...then tried a new application without my knowing which could effect my credit rating. We called it quits and I was told I would get my deposit back within 3-5 working days (Though it could take up to 14)...Ummm ok.
That day I sorted out a contract with Three...quick easy, upfront and got the product within 24 hours! Brilliant. Next day I call T-mobile again (on my shiny new Iphone) to update my new number so they can contact me and to double check they had cancelled the Blackberry contract. All confirmed, will have my deposit back within 14 days. So I wait and wait and wait....
Its now the 4th Feb (14 days) and nothing!. Once again, call customer service...enter the labyrinth of options, non for customer service on there though. Finally I get through to someone who tells me that my phone call on the 22nd of Jan the amount was credited onto my account but not processed to come back to me. The phone operator had confirmed it was T-mobiles mistake but there was nothing they could do as it was being "Processed" and that she wasn't "Lying to me", even though I never suggested anyone was deceiving me. I just wanted someone who was competent. Its ok, you should receive it between 3-5 days but could take up to 14! REALLY...that means due to your companies incompetence I will have to wait up to a month for my money back. The manager can't process it any quicker, its being 'processed'
A few days later, I take to twitter to vent! @Tmobileuk, fabulous, they're getting someone to look into it and it should be with you in a few days. Fabulous. I can't through to a UK based customer services so Twitter always works. Roll on 11th Feb...Nothing. Contact tmobile via twitter, my tweets are deleted and customer services are ignoring my messages.
Call customer services, I get told it should be with me by the 13th Feb. Not good enough, but they can't do anything.
My verdict. I would rather be phoneless than use T-mobile, Orange or EE ever again. Being with network Three has restored some faith, customer service is great and responsive. Quick and not fathy, oh and they respond to emails and call you back. The sad reailty is, I am not one to complain about things because its too much hassle but these guys deserve it and I woud hate other people to go through what I have been through. Save your money, time and stress.
Dave Naylor found this review useful
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