I wrote a letter of complaint to T-Mobile, and was then given conflicting information about how to send it to them. Eventually, when my email bounced back and they confirmed that they have no public email address, I printed my letter and sent it via Royal Mail. I also posted it on here, and linked them to it via Twitter. I disputed the amount they requested from me to settle my account, and listed the errors they had made along the way.
They must have read both entries as published here, because they then “direct messaged” me again, this time asking that I confirm a few personal details. I did so, and they linked me to a generic page on their website, here.
I had already submitted my complaint, using the address that had been provided during one of many phone calls. This information was too little, too late, and I had also taken the time to write a separate and serious missive to the company’s CEO. His name was easy to find, firstly by using a well-known search engine, and verified by calling their head office on 01707 315000. The girl on the switchboard helpfully spelled his name for me too, and you can read about Olaf Swantee’s career on their site.
Two weeks passed, largely without incident. I enquired why they had checked my identity prior to supplying a publicly-accessible link, and they apologised for wasting my time. That is genuinely what they said. I have taken a fair few screen-grabs of all this back-and-forth chat with them. In the words of Chris Morris, here is “proof, if proof be need be.”
I decided against picking them up on their use of the words “dealt with”, and how that could be easily misconstrued if I was in the mood to prolong the fight. The implication of that phrase is that I am some sort of pest, Perhaps I was.
Today, it is a full two weeks since we last conversed on Twitter. It is four weeks since I spoke to anybody on the phone. According to my Twitter messages, it is seventy-five days since I queried whether or not they had correctly terminated my contract, without charge. This afternoon, somebody with a north-east English accent phoned me. He asked my name, and began discussing details of my complaint. No further identity checks were undertaken, a breach in protocol that would not be tolerated in any of the call centres where I have worked.
His tone was insincere, as he offered an apology that was as empty as the rest of his conversation. He was willing to waive the small charge that had been applied, for issuing my PAC code that let me leave them. I told him he could waive the rest as well, and that I had written to the CEO. He wanted to know if I had addressed my letter to just “The CEO” or if I had put his name. I told him that I had addressed it personally, although what difference it makes was not clear to me. In truth, I forgot Olaf Swantee’s name at this point, and even his nationality, mistakenly referring to him as “the Danish guy.”
The man on the phone pursued his scripted line of defence. It seemed to centre around the outstanding balance, of about twenty pounds, being “such a small sum” that it “seems a shame to mark your credit file with it.” The implication appeared to be that I should have saved myself some hassle by just paying a fee that I do not believe I am liable for, Frankly, my credit file is already marked, and twenty quid and the involvement of T-Mobile’s appointed debt collectors is unlikely to change much either way. I have bigger creditors to contend with.
To him, repeating himself in the absence of any meaningful debate, it was still “a shame” to have that on my credit file. As for it being “such a small sum”, it certainly is a small sum when your company took in revenue of nearly six-billion pounds last year. I would almost suggest that they should take the hit, rather than me. In fact, I did suggest that. I demanded it and refused to pay.
He persevered with his rebuttal. I suddenly remembered an article that I had been sent last week, from somebody who had read these blogs. He wrote of his own experience, and somewhere in there or on some other social media site, I had noticed that EE was being investigated by the BBC’s consumer affairs programme. I brought this into play.
“I heard you were featured on Watchdog this week.”
His answer astounded me. “Every big company is on Watchdog at some point.”
“Aye, fair play. Don’t let it bother you.”
That ended our discussion. As a “gesture of goodwill”, my remaining balance was wiped clean. Given the seventy-five days of mistakes, phone calls, letters, misinformation, and poor communication, I could have asked for more and maybe should have. They got off pretty damned lightly, for all of the inconvenience they have caused. Thinking about it now, they referred me to a debt collector, smeared my credit history, and then instantly wrote the debt off when I asked them to – while simultaneously implying that it was my fault for not paying them directly. If I really owed them that money then they put up very little resistance, all told.
To recap, T-Mobile’s shop staff admitted that their coverage is very poor in the Greater Glasgow area. Their customer service department agreed that this lack of service provision was a breach of the contract I have with them. Due to this, they released me from my contract approximately ten months early, and without financial penalty. Having then taken two goes to supply the correct PAC code, they billed me for it – a charge which was not mentioned when I asked for the full terms and conditions to be explained to me in advance. This was the charge that I disputed.
it took me two-and-a-half-months, several hours of phone calls and even more hours of writing letters, but I finally got there. If you can be bothered persevering, persevere. If you have the option to not sign up to an EE contract, take it. Sign up to almost anyone else instead.
Big Olaf has not replied to me yet. I was far more formal when I addressed him, which makes for less entertaining reading. Therefore, I have not posted that letter here. However, if he sends me any kind of reply, I will be sure to publish it for all to see. In the meantime, you can write to him too. If everyone tells him how awful his company is, he will have to take note.
His address is: Olaf Swantee (CEO), EE Head Office, Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire, AL10 9BW.