T-Mobile turned down my phone contract application

Mobile phone company refuses to give me a two-year contract after I accidentally registered wrong date of birth data

I have been a T-Mobile customer for 12 years. Recently I applied in the local store for the offer of a two-year contract for £10.50 a month. I was declined. My first thought was identity theft, but customer services said my date of birth had been entered wrongly. They corrected it, but I was still declined. I have no debts and pay all bills promptly. MP, Alfreton, Derbyshire

The wrong date of birth could have created the problem because it is one of the facts, with your name and address, that is checked with the data held by credit reference agencies. But having been a good customer for so many years, asking for a modest and long-term contract, the phone company should have taken your money gratefully. T-Mobile says it can’t tell you precisely why you were refused and it could have been for a wide range of reasons.

Now the credit referrals department at T-Mobile has looked at your application and will let you buy the original deal. It has added additional minutes, one month free usage, upgraded your model to the latest BlackBerry and included a booster so you get free phone calls to other T-Mobile users. You were happy with this and say that no other money was mentioned during the conversation.

So you were shocked to receive a text over the bank holiday weekend to warn that you will be billed for £249.92. This was a mistake.

T-Mobile says this sort of payment is for extras such as roaming charges, and should not have been added to your account. The text was sent automatically and another, cancelling the charge, should have followed. It has withdrawn the charge.

You should check your credit file with the three agencies Experian, Equifax and Callcredit in case something else is wrongly written down.

Contact head office rather than a branch if you believe you’ve been unfairly refused a phone contract.

You can email Margaret Dibben at your.problems@observer.co.uk or write to Margaret Dibben, Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include a phone number

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