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On 26/10/2007 my partner's daughter XXXXXXX, at age 19 and lovely, thoughtful and kind yet stubborn, independent-minded and severely dyslexic, took out a an 18 month mobile phone service agreement £35 per month with T-mobile, plus itemised billing, at the Phones 4 U store in Newcastle Eldon Square.
On 27/12/2008, at the same store, she accepted a promotional offer and took out a new 18 month service agreement £35 per month with Vodafone. Phones 4 U traded in her T-mobile phone and gave her a new Vodafone phone and told her to ring T-mobile and cancel the service as she was now with Vodafone.
She didn't use T-mobile's service from this point on; she couldn't as Phones 4 U had taken the T-mobile phone off her, lots of love!
Phones 4 U, with whom she took out both contracts, couldn't have explained the implications to XXXXXXXX that she would have to pay for two phone services for the next 4 months until the 18 month anniversary would trigger termination of the T-mobile account at the earliest after she cancelled it. If they had I don't believe she would have done that deal then.
Commission payments to employees on low basic salary eh! (peanuts and monkeys)
On or about 7/01/09 when she came in from work I reminded her to cancel T-mobile and in my presence she rang them, putting them on the loudspeaker so I could hear she was doing it right, and she cancelled their service to which the T-mobile operator said would be effective from 26/04/2009. She was told, and, she understood from customer services that she would have to continue payments by direct debit for the service up to that date.
Great, sorted! Or was it?
Nearly 2 years later XXXXXXXX was made redundant and had to reduce her outgoings, we helped her as her ability to organise is terrible, and, to our surprise, T-mobile and Vodafone were both taking money from her bank account!
On 02/10/2011 we rang T-mobile, they said she never cancelled. Over the next 3 months her mum and me complained to T-mobile by phone and correspondence, I wrote every email and letter for her, they didn't budge, only to send a final written bill after we cancelled the direct debit.
We were frustrated, they still wouldn't budge and they often hung up on us.
In December 2011 Victoria at my request asked her bank to get her money back from 26/04/09 onwards, and they did.
Following this T-mobile claimed she owed them £1092.43, which we have disputed in every piece of correspondence to date.
They offered to write off the last bill for £43.83 if we settled the claim in full, we declined.
T-mobile then passed it to Buchanan Clark & Wells in December 2011 and we told them at length that T-mobiles claim is in dispute and they then referred it back to T-mobile.
T-mobile cynically cleared XXXXXXXX's account sending out a £0 statement and then re-instated their claim the day after with a £1092.43 statement, passing it back to BC&W claiming the dispute is resolved.
Dire threats and bullying follow from BC&W in an attempt to intimidate, I complained and demanded they cease bullying XXXXXXXX immediately and told them the claim has always been disputed and was never resolved. Their first and "Final Response" reply to the complaint was that they were only following orders in good faith. We will deal later with our complaint on bullying separately.
They referred back again to T-mobile who told them to get on with it as we have been told why XXXXXXXX owes them money on many occasions. And so they did, first by saying they would home visit, we ignored the letter. Then by offering to reduce the claim to £819.32 if we settle immediately, we ignored this letter too.
We threw our own curve ball back at BC&W and wrote asking them for the replies to our 2 recorded delivery letters from 2011 disputing the claim. They replied last week, pleading "Data Processor" status to their Client's "Data Controller" role and they noted that we remained dissatisfied but that we must refer to their client for data during which they would cease collection activity for the next 21 days.
I then found your lovely web-site and read up on SAR's. BCW received my SAR on behalf of Victoria this morning in their own capacity as a Data controller.
The next move I intend will be to send T-mobile a SAR too, but my question is what can I do when I have their data? XXXXXXXX did cancel the service but T-mobile claim to have no record, one of their customer service operators told me in October 2011 that their records were probably wiped.
We genuinely believe T-mobile robbed XXXXXXXX's bank account following cancellation but we rescued the money. What do you think?
Great site thanks for your help.
Desyduk
On 27/12/2008, at the same store, she accepted a promotional offer and took out a new 18 month service agreement £35 per month with Vodafone. Phones 4 U traded in her T-mobile phone and gave her a new Vodafone phone and told her to ring T-mobile and cancel the service as she was now with Vodafone.
She didn't use T-mobile's service from this point on; she couldn't as Phones 4 U had taken the T-mobile phone off her, lots of love!
Phones 4 U, with whom she took out both contracts, couldn't have explained the implications to XXXXXXXX that she would have to pay for two phone services for the next 4 months until the 18 month anniversary would trigger termination of the T-mobile account at the earliest after she cancelled it. If they had I don't believe she would have done that deal then.
Commission payments to employees on low basic salary eh! (peanuts and monkeys)
On or about 7/01/09 when she came in from work I reminded her to cancel T-mobile and in my presence she rang them, putting them on the loudspeaker so I could hear she was doing it right, and she cancelled their service to which the T-mobile operator said would be effective from 26/04/2009. She was told, and, she understood from customer services that she would have to continue payments by direct debit for the service up to that date.
Great, sorted! Or was it?
Nearly 2 years later XXXXXXXX was made redundant and had to reduce her outgoings, we helped her as her ability to organise is terrible, and, to our surprise, T-mobile and Vodafone were both taking money from her bank account!
On 02/10/2011 we rang T-mobile, they said she never cancelled. Over the next 3 months her mum and me complained to T-mobile by phone and correspondence, I wrote every email and letter for her, they didn't budge, only to send a final written bill after we cancelled the direct debit.
We were frustrated, they still wouldn't budge and they often hung up on us.
In December 2011 Victoria at my request asked her bank to get her money back from 26/04/09 onwards, and they did.
Following this T-mobile claimed she owed them £1092.43, which we have disputed in every piece of correspondence to date.
They offered to write off the last bill for £43.83 if we settled the claim in full, we declined.
T-mobile then passed it to Buchanan Clark & Wells in December 2011 and we told them at length that T-mobiles claim is in dispute and they then referred it back to T-mobile.
T-mobile cynically cleared XXXXXXXX's account sending out a £0 statement and then re-instated their claim the day after with a £1092.43 statement, passing it back to BC&W claiming the dispute is resolved.
Dire threats and bullying follow from BC&W in an attempt to intimidate, I complained and demanded they cease bullying XXXXXXXX immediately and told them the claim has always been disputed and was never resolved. Their first and "Final Response" reply to the complaint was that they were only following orders in good faith. We will deal later with our complaint on bullying separately.
They referred back again to T-mobile who told them to get on with it as we have been told why XXXXXXXX owes them money on many occasions. And so they did, first by saying they would home visit, we ignored the letter. Then by offering to reduce the claim to £819.32 if we settle immediately, we ignored this letter too.
We threw our own curve ball back at BC&W and wrote asking them for the replies to our 2 recorded delivery letters from 2011 disputing the claim. They replied last week, pleading "Data Processor" status to their Client's "Data Controller" role and they noted that we remained dissatisfied but that we must refer to their client for data during which they would cease collection activity for the next 21 days.
I then found your lovely web-site and read up on SAR's. BCW received my SAR on behalf of Victoria this morning in their own capacity as a Data controller.
The next move I intend will be to send T-mobile a SAR too, but my question is what can I do when I have their data? XXXXXXXX did cancel the service but T-mobile claim to have no record, one of their customer service operators told me in October 2011 that their records were probably wiped.
We genuinely believe T-mobile robbed XXXXXXXX's bank account following cancellation but we rescued the money. What do you think?
Great site thanks for your help.
Desyduk
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