Their email is rather crap, you'd expect to get things sorted via it but apparently they need to verify it first via a phone call even though i provided them with every detail possible in the email and they ask for just my name when i phoned!.
Give them a ring, they will sort it but they will try to say its industry standard etc but ignore all that crap and say I want a refund on that money and they will do it pretty quick. Make a note of your bills before ringing though just to make sure the person on the phone is ok with maths!. When i finished the phone call she said she would pass on the message to the communications team or something to find out why and to make a note on my account which i doubt did happen but there you go.
I think its because they get it via t-mobile and so the time between t-mobile and they can organize the internet means this empty gap your charged for.... stupid really as its not industry wide!.


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