I joined T-mobile on the 1st April 07, Signed up online for off peak 500min any network and 550 text for �20 pre month, as an addition i took up Web n Walk for �7.50, so a total of �27.50 for a month.
Today when I logged into my T-mobile acc I noticed that my web n walk is not included and I've been billed for data usage. to confirm that I should have this service I called CS and told them about this, cs lady said I do not have web n walk and I can start it from today if I want.and I still have to pay for the data that I used for the last two weeks, (I used the T-mobile internet alot thinking that I already have this)
She asked me for proof that I orderd web n walk so I forwarded two email I received from T-mobile confirming its �27.50 per month and still she said its not enough as proof.
So guys if you joined T-mobile as a new customer make sure to confirm that you already have the unlimited Web n Walk (1GB/month) or what ever aditions you selected
Go higher (to management) cos that is shocking service. Do you have a papoer invoice that came with the phone?
If so make a copy and send them that. Make it absolutely clear that you did request this and tell them you are happy to get your soliciter involved if they are not prepared to sort it out amicably. Any company would rather lose a few quid in the short term than lose the contract
This is indeed woeful service.
If you ordered online via the T-Mobile website you should have received an emailed confirmation from T-Mobile confirming the individual breakdown of both the immediate (handset and delivery) costs and also ongoing monthly (price plan, bundles, etc) costs. This should list your web'n'walk option.
The same email will contain a customer or order reference number which will allow T-Mobile to check their own records.
If I was in your position I would not let this pass by without a successful resolution. I'd call them up again and, in a calm and polite manner, advise them of their failings. They will probably need to manually adjust your first bill or even second bill to credit for the internet usage already but at least you'll get it sorted.
Of course, if you forgot to select web'n'walk in the first place then it's a different matter altogether.
F