Bill Warning for TMobile Web 'n' Walk Customers

[Guest awarner [MVP]]

Just signed up to TMobile with the Web 'n' Walk service as it was a good deal with handset etc.

Now the sting that they do not tell you about, if you call customer services on the web and walk tarriff you will be charged £0.50p minute without any warning.

When I complained I was told that this is in the Terms and Conditions and that the charge is because of the deal I have .

This is not quite true as they state in the terms and conditions you can obtain a copy of the booklet of charges by calling Customers Services, so in calling them to find out how much you will be charged you will be charged without warning.

Because I have a 40mb bundle TMobile say I should use email to contact CS at all times. Personally it's better to talk to someone regarding certain matters.

So the morale of the story, if you are using TMobile Web 'n' Walk DO NOT call their Customer service on 150 as you will be screwed and not find out until you check your first bill.

Not a good start to a new contract.

[Guest zombiefly]

Just signed up to TMobile with the Web 'n' Walk service as it was a good deal with handset etc.

Now the sting that they do not tell you about, if you call customer services on the web and walk tarriff you will be charged £0.50p minute without any warning.

When I complained I was told that this is in the Terms and Conditions and that the charge is because of the deal I have .

This is not quite true as they state in the terms and conditions you can obtain a copy of the booklet of charges by calling Customers Services, so in calling them to find out how much you will be charged you will be charged without warning.

Because I have a 40mb bundle TMobile say I should use email to contact CS at all times. Personally it's better to talk to someone regarding certain matters.

So the morale of the story, if you are using TMobile Web 'n' Walk DO NOT call their Customer service on 150 as you will be screwed and not find out until you check your first bill.

Not a good start to a new contract.

<{POST_SNAPBACK}>

good advice!

i bought my vario last week from a t-mobile shop, and they made a point of telling me never to ring the customer services from the phone! :)

[Guest Tech]

that is daft

I dont understand why you would have a seperate CS for that tariff

They all direct to the same call centre anyway!!!

I remember I never used to pay for calling CS on my one2one and t-mobile contract I had a few years ago.

So, what tariff's do NOT charge for calling CS?

[Guest awarner [MVP]]

Apparently it's only the web n walk that charges, I'll just use a landline instead to call them. I was only alerted to the fact as I have only made one call on the account as I still have my Orange free calls to use up.

[Guest Peppermint Hippo]

I'm not sure how i knew, but i knew it was expensive to call CS! Maybe someone warned me first! Anyway, they have to recoup the money back somehow on these great deals!

[Guest Phil Lee]

When I took out a web n walk contract I was told there are two levels of tariff. If you choose the self serve option you pay £2 less per month but get charged 50p per minute to call CS. If you chose the standard option you get free calls to CS. I believe that's the same for any T-Mobile contract.

Edited December 20, 2005 by Phil Lee

[Guest brykins]

States it very clearly on the letter you get with a new contract: "Don't forget, if you have taken out one of our self serve plans, calls to customer services are charged at 50p per minute (maximum £5 per call)."

[Guest awarner [MVP]]

It did not state anywhere about the charge.

The self service plan I have takes £3 off the bill but I was still sent a paper reciept and that is where I found out I had been charged.

Guess that piece of paper that said about the charge must have been missed out.

[Guest brykins]

It did not state anywhere about the charge.

The self service plan I have takes £3 off the bill but I was still sent a paper reciept and that is where I found out I had been charged.

Guess that piece of paper that said that must have been missed out.

Probably got a decent case to complain to them and get it refunded to your bill if you were never told of the charges....worth a try at least.

[Guest awarner [MVP]]

I did and they basically said you will know better next time :?

Eventually they offered to give half the ammount back, I know it's not a great ammount but it's the principle of it.

[Guest Pondrew]

Hey Awarner. Sorry you were stung by this but it is stated on their website and incidentally you CAN sign up for Web N Walk WITHOUT the self service discount (at least over the phone or in the shop: and so not pay for customer service calls). But then the line rental goes up £2 a month...

Which site did you use to sign up? Because T-Mobile's site itself has this on the Web N Walk page (terms and conditions at the bottom):

All calls to customer services including the automated service, will be charged at 50p/min to a maximum of £5 per call.

and also in the page itself where you choose to buy it says:

Self Serve discount

All calls to customer services including the automated service, will be charged at 50p/min to a maximum of £5 per call.

If however you bought from a shop or over the phone and were misled then you have a case against them...

[Guest nuttyphilt]

I called them last night from a BT line using their local call number (08454 125000 if I remember correctly) and they helped me with a couple of specific problems I was having with my service. I've checked on 'My T-Mobile' and I don't see any 50p/min charges for it so I think this is the way forward for any future queries.....

When I bought my Vario in the local T-Mobile shop the guy basically said if you have any problems/queries just go into the nearest T-Mobile shop and they can sort anything out. Took my PAC code in a couple of days later and I thought they'd just type it into their computer but they had to ring it through to a call centre somewhere. Makes you wonder what the difference is between me calling 150 to give them my PAC and one of their staff calling the call centre to give them the PAC - surely this is more expensive????

Edited December 21, 2005 by nuttyphilt

[Guest inspectorgadjet]

You may also have another option for calling customer services.

On the t-mobile website, if you go to the customer services section under help and support, there is a link 'phone us'. This link gives the standard 150 from your mobile phone, but it also gives a number for international calls: +44 7953 966 150.

I think if you dial this number from your phone it would be taken out of your monthly allowance instead of being charged at 50p per minute. I haven't tried it from my t-mobile handset yet, but I did call from my Orange line. I also think that because it's supposed to be for international callers, they have routed it through the system quicker. My call was answered instantly without even ringing. 8)

[Guest eyecam]

You may also have another option for calling customer services.

On the t-mobile website, if you go to the customer services section under help and support, there is a link 'phone us'. This link gives the standard 150 from your mobile phone, but it also gives a number for international calls: +44 7953 966 150.

I think if you dial this number from your phone it would be taken out of your monthly allowance instead of being charged at 50p per minute. I haven't tried it from my t-mobile handset yet, but I did call from my Orange line. I also think that because it's supposed to be for international callers, they have routed it through the system quicker. My call was answered instantly without even ringing.  8)

<{POST_SNAPBACK}>

I fell into this "trap" when I first moved to T Mobile when I tried to change my contact number, you can't do this via My T Mobile so I gave them a buzz as it said on the website. When I checked my bill later it showed a charge of £4.50 !!

So I emailed them (via contact in in My T Mobile) saying you can't charge for something I can't actually do online and they phoned me straight back and gave me £5 back to cover the call

. They also said if you ever need to talk to them just email from within your account and they will phone you straight back.

Hope this helps

[Guest awarner [MVP]]

That was the only reason for the call to arrange my number to be ported over.

Just looked at the tmobile site and it does mention about the charge in nice tiny small print that unless you scroll to the bottom of the page you miss it.

It's easy to miss especially as it's not mentioned on the actual page where I got the phone information from.

http://www.tmobile.co.uk/Dispatcher?chosen...&promotion=5018

Not sure why everyone keeps saying about a £2 discount when the tarriff shows £3

[Guest Peppermint Hippo]

I now remember! I ordered mine from the T-Mobile Sales line. They guy on there told me about the 50p a min cost. He also arranged my port and althought the phone was free (Vario) I had to pay £5.99 delivery. Imagine my surprise when this amount was credited on my last bill :) Superb service IMO.