Mobile Phone Contract Disputes

Gibbs-UK · 11 Jul 2011 at 17:04

What happened was I verbally agreed wth the sales rep that I wanted a 12month contract with T-mobile and now they are saying that I went for a 24 month contract.

If they had said this in the first place I would never agree to something like this as the deal they gave was absolute bag of crap.

Me thinking my contract was up, only to find out that my contract will run a further 12 months.

What T-mobile is saying now is that I have agreed to the terms of contract by not saying anything, but there wasn't any need for me to check as I agreed this with the sales rep.

What can I do now?

If it helps, I have been with them since 1996 and all payments are done by DD, so you could say I am a loyal customer.

SAM81 · 11 Jul 2011 at 17:19

Did you check the t&c's when you received the contract?

Gibbs-UK · 11 Jul 2011 at 17:47

simoran1 said:
Did you check the t&c's when you received the contract?

I didn't see a need to as I was never in the impression that it was a 24 month contract, all these years I have been with them, I have never took out a contract for more longer than 12 months

davy89 · 11 Jul 2011 at 21:37

If I'm being honest you should have really of highlighted the issue when you got the contract in paperwork, it's your word against theirs, your not going to get anywhere sorry to say.

Gibbs-UK · 11 Jul 2011 at 23:50

davy89 said:
If I'm being honest you should have really of highlighted the issue when you got the contract in paperwork, it's your word against theirs, your not going to get anywhere sorry to say.

I know what you are saying man, as it does sound bleak, but the only defence I can think of is that I have been with them since that long and have never ever got a 24 month contract

Scrutinize · 12 Jul 2011 at 02:09

You could fight this tooth and nail or take the line of least resistance and live with it.

If the former then you will need to start writing letters requesting proof of your contract being 24 months and rejecting it being over 12 months.

If they sent you confirmation of it being 24months and you just didn't read this carefully enough then it will make things much harder as you will need to prove content of the phone call.

I suspect after 2-3 strongly worded letters (send recorder delivery to Exec/head office) they will probably come to a deal. You are more likely to achieve a resolution if these are firm but reconciliatory i.e. indicating you would like to stay with T-mobile if they can resolve this.

What is your current deal and what phone did you get?

What do you want to get out of this i.e. tariff, phone, money?

Steeps · 12 Jul 2011 at 03:03

When I upgraded I was promised 12 months but my paperwork said 18 months, even on the website it said 12 months, I don't think after 12 months you'd have a leg to stand on

jamief · 12 Jul 2011 at 06:59

Gibbs-UK said:
I didn't see a need to as I was never in the impression that it was a 24 month contract, all these years I have been with them, I have never took out a contract for more longer than 12 months

You signed the contract. Your own fault for not reading it I'm afraid. People seem to assume they don't have to read things they are putting their signature on nowadays.

Myshra · 12 Jul 2011 at 08:28

Need more info - what contract did you think you were getting and which one did you get? where did you complete the deal (or was it over the phone)?

Guessing this is over the phone since your silence sealed the deal but need to check.

Gibbs-UK · 12 Jul 2011 at 14:22

I didn't sign any contract everything was done over the phone

jamief · 12 Jul 2011 at 14:31

Gibbs-UK said:
I didn't sign any contract everything was done over the phone

I find it difficult to believe you didn't sign anything - you entered into a new credit agreement. Phone them back and ask them to listen to the recording of the initial call.

shadowcreaper · 12 Jul 2011 at 19:34

very simple way to solve this.

1: when you agreed to the contract did you sign anything?

2: If you signed something check what it says if it has 24 month or 12month...?

3: Did you let them know about the contract problem within 7 days of "signing it"??

4: Did you pay for the contract in cash or credit card and in store or online?

Then from those above questions it pretty simple enough to solve.

1:You signed the contract and it stated 24months then you didnt notify them about this problem within 7 days and payed for it by cash means you stuffed really...ie its upto them.

2: You didnt sign anything and was a verbal contract, meaning no contract was agreed they cant do jack.

3:You signed contract but you informed them within 7 days about your disatisfaction with the length of contract,they must allow a cooling off period its the law.

Same as above if you did it online with credit card you have multiply laws covering you, long distance selling regulations,credit card regs,and basic consumer rights.

Hope this helps, tbh buying a phone in stores in pointless today as you have such little protection with contracts it makes million more sense to buy online with credit card as you covered so much better, just a shame many people dotn know this. gl

Myshra · 13 Jul 2011 at 08:33

Phone contract upgrades require the networks to send letters stating your new contract so you're buggered as you didn't read it. Sorry.

krooton · 13 Jul 2011 at 09:03

Ask them to find the recording of the call, they should have them.

mattyprice4004 · 13 Jul 2011 at 10:26

I was going to say, isn't it massively obvious? Ask them to listen to the call...

krooton · 13 Jul 2011 at 10:53

Are they able to sell you insurance with the transaction?

If so, they are legally obliged by the FSA to record sales calls.