In 2009, a friend of mine went into a T-mobile shop to buy a new phone and change her tariff.
Her only requirement was that the new tariff must have cheap calls to the country where her father lived – he was ill at the time.
She asked the assistant at least three times if the tariff she was being sold had cheap calls to the relevant country and was told it did.
Two weeks later, when the first bill came, it was nearly £100. The contract had been mis-sold and did not include cheap calls to the country she had specified.
She did the logical thing and telephoned Customer Services, free of charge, from her phone. They assured her they would refund her and apologised.
But when she went into the store, they, and Customer Services – after around two hours on hold – denied all knowledge of the entire conversation.
It took precisely one carefully worded letter to head office to get the matter settled, a full refund, a new phone and an apology.
Consumer, Fight Back! 