Having a bit of an 'issue' with t-mobile..

I mislaid my blackberry a while ago, couldn't find it anywhere, so called them to inform them. They blocked the SIM and blacklisted the handset.

I then found it, so rang them to tell them and they told me they'd remove the block- instant e-mail began working immediately.

This is all a few months ago now.

I rarely use it for voice, so can't say if its been working or not since it was un-blacklisted, but tried to send a text today and it failed. Tried a voice call and that failed, and tried ringing in to it and that won't work either.

I've just spoken to t-mob who tell me that it shouldn't even be working on instant e-mail as its still showing as blacklisted. I told them to unblock it but they tell me they can't without proof of purchase; unfortunately I bought it sim free about 12 months ago, and can't find any paperwork.

I tried to argue that I had it blocked with the IMEI which I read out from the box. I've given them the same IMEI now, they have all my details, they know it was me who had it blocked, and me who's trying to have it unblocked, but they still won't do it.

Not quite sure where to go from here- any ideas?

 

Escalate it. Stop dealing with unempowered people in callcentres and take it up with the Chief Executive. In the unlikely event that that does not work, then Id write them a seven day letter threatening court action (and mean it). Visit your local County Court office and collect the necessary forms and how-to leaflets and if they still dont deal with this in an appropriate manner then claim the cost of a new device plus costs. It will cost them more to defend themselves than to pay.

Simon

 

Take a moment to see their side.

Lets say you stole the phone, waited a few months and then rang them asking for the ban to be lifted. Simon is right, the call centre robots just follow their brief. Ring them up, be polite and have backup evidence such as an invoice from T-Mobile, quote reference numbers on the invoice as proof of ownership

Blocking reported stolen phones helps prevent phone theft and muggings, if they dont work or its very difficult to re-activate them then hopefully thefts will drop.

No comfort to you though

https://www.immobilise.com/

 

They did this to me too.


Only 1 problem, they did it to a handset they replaced under warrenty!!! Their statement was "oh we don;t have any record of the swapout". Thankfully I had kept the paperwork and tehy did eventually lift the block about 4 hours later.

 

I had a problem with them when the Post Office made a mistake in passing on my monthly payment to them. They had the money but their accounts section is separate from their administration and it took quite a while before they caught up with it all. Eventually they cleared it and gave me £20 credit for the trouble.

Les