Musings from Munkimatt

A flow of whatever tickles my fancy

Update on me, the suspected fraudster, and T-mobile

I would like to start by thanking people for the response and attention that was drawn to my previous post regarding my fall out with T-mobile. While there wasn’t a huge amount of comments on the post itself¬† I received a great deal of correspondence via e-mail and Twitter for which I am truly thankful.

Now, here’s what happened next…

That evening I returned home, desperate to find out for certain if and how this situation could be resolved. Thankfully, my call was answered by someone who not only bent over backwards to help, but sounded genuinely horrified at how this had been dealt with so far.

As she delved into the notes that had been left from that day, I could hear little utterances of phrases coming down the line.

CS : “Well that makes no sense…That conflicts with what it says before…etc”

Nice to see I wasn’t the only one who was perplexed from the previous information given.

After a good 10 minutes I’m told I’ll have to be placed on hold while she grabs someone else. I’m fine with this, I expect it and I’m glad she’s doing this. She doesn’t know the correct procedure, and please all other customer service representatives who read this take note of this nugget of information, she’s gone to find out what to do.
(On a side note here, please T-mobile, I beg of you, change the on-hold music. It’s frigging awful.)

Back she comes. I’m waiting with bated breath when she tells me…

CS : “Well…I’ve got good news and bad news.”

Considering the day I’ve had with them, I was expecting the good news to be that I wasn’t going to be strung up by the testicles while the T-mobile Secret Police tortured me with a feather duster while the bad news was that the phone was about to self-destruct and blow out my right ear drum. BOOM. Thanks for calling Mr Jones.

As it turned out it was actually slightly more positive. I could have my line back. what I needed to do was pay the amount that had been contested and bingo! my line is back. But there’s a little problem.

I’m banned from using cards on my account.

That’s right, I can’t use any credit or debit cards on my account. Now instantly I thought “Well fair enough, until this is cleared up I can understand why they may be hesitant.” But no, I can’t use cards ever again on this account. (crossed out for a reason, keep reading)

This will apparently will hang over my account forever. Despite the fact it’s a mistake, a bit of human error, I will forever be tarred with the brush of a fraudster. This obviously leads to a bigger question. Where else will it linger? Credit reference files?

However, we agreed I could do a BACS transfer into their account. Could take up to 3 days but most likely within 24 hours. When this hits my account, my line would reactivate.

I’m not too proud to admit that at this point I got a touch teary. I don’t know whether it was the tiredness of the day or relief. I was however very thankful that I spoke to someone on the phone who genuinely cared about my issue and took the time and effort to find out what steps to take. I thanked her unreservedly for her help.

Now I’m sat in the knowledge there’s a potential 3 day wait until my line flicks back on so I decide the wisest thing will be to top up my Pay As You Go number. I ring through to the delightfully polite automated service where I register my card. When I come to top up though I kept being told there was an error.

I rang through to PAYG customer services who informed me that my card was now blacklisted with T-mobile. That’s right, I can never use a card with T-mobile ever again.

I don’t know how to deal with you now T-mobile. I used to be very fond of you. I told my friends about you. Even when I did the upgrade and gave me a phone that barely worked yet customer services refused to help me at all (“It’s a known fault so we won’t replace it.” What kind of excuse is that?!), I didn’t care. I bought a Nokia 5800 (T-mobile PAYG, no less) and plodded on.

So thanks for reconnecting me, I really appreciate it. But I think it’s the final straw. If I think about it, I’ve been with you for probably a year now and so far had a dodgy phone you refused to replace, a period of over 2 months were text messages were delivered in blocks of 8-10 at a time, a point where the aforementioned dodgy phone refused to show incoming calls which resulted in me missing a job offer (thanks. No really, thanks. It was only ¬£12,000 higher than the wage I’m on now) and 2 of the rudest customer service people I can honestly say I’ve ever spoken to I think I’m pretty much done. I’ll be letting this contract run down and I’ll change network to someone who I feel values customers.

Again, thank you to those who commented, tweeted and generally made themselves known. And thank you to the one person at T-mobile who listened. You’re a credit to your company, and I wish you all the best.

Advertisements

June 18, 2009 Posted by | Uncategorized | , , | 2 Comments