T-Mobile (UK) Customer Service Issues

I have been a loyal customer for over nine years. For the past three years, my 30-day rolling contracts included [redacted] minutes and unlimited texts and data. Recently, I received two unexpectedly high bills, one for £[redacted] and the other for £[redacted].59. I have been charged for talking outside my allowance, mainly due to increased calls to my girlfriend. I never received any text alerts notifying me about exceeding my limits. I am struggling to afford these bills, and my account is now in debit. I am confused about the lack of notifications regarding my usage. The current charges for my next bill are £60.41. Any assistance or insights on this matter would be appreciated. Sincerely, Pawel.

Hello, I am Rokas Lazutka from Lithuania. I want to explain the issue I encountered. On 17FEB2018, I purchased an original, sealed iPhone 8 from a private seller who claimed to run a small online shop and advertised models on the local site skelbiu.lt. I confirmed the IMEI at the official Apple Reseller/Authorized service provider, IDEAL LT, for €[redacted]. I used the device until Telia LT, the local carrier, deactivated it last Friday, 27JUL2018. Upon checking the IMEI on the local site manoimei.lt, it showed a report from 21MAY2018 stating it was reported lost/stolen by T-MOBILE (UK) LIMITED. I have proof of usage (calls/messages/data) starting from 17FEB2018. Kindly clear the overdue/late record for IMEI [redacted][redacted] so I can use MY phone immediately. I am seeking contact information for the responsible department at T-Mobile UK or ask them to reach me via email at [redacted] or phone at +[redacted]2. If you are unable to assist, please advise on proceeding with local or UK legal support. Thank you in advance!

Three years ago, I had a contract with T-Mobile. When it ended, I visited the Meadowhall store to terminate it since I had a work phone. I was assured that it was cancelled and I wouldn't receive any more bills. However, later I got a notice from a debt collector demanding payment, stating I hadn't settled my bill. When I questioned this, they mentioned I should have separately canceled my line rental, which was news to me as it was not discussed and differs from other networks' practices. Subsequently, I had to pay around £[redacted], disputed the charge, and was assured it would clear my credit score. Unfortunately, this issue resurfaced when my mortgage application was rejected due to the delinquent T-Mobile account that was supposed to be resolved. Now, I am struggling to remove this negative mark from my credit report, especially since I am considering getting a new phone contract with EE.

Subject: Incorrect Bill Recipient I am writing to address a recurring issue regarding invoices being sent to my address for Mr. Paul Jones, who does not reside here. Despite returning previous mail marked "Not At This Address," I am continuing to receive invoices intended for him. The invoice details are as follows: Recipient: Mr. Paul Jones Account Number: [redacted]69 Bill Number: V[redacted]9 Address: 44 Clifton Road Llandudno Conwy LL30 2YH I kindly request that you cease sending correspondence to Mr. Jones at this address immediately. I want to express that should this matter persist, I will need to charge your company £85 per letter or email and £[redacted] per telephone call for my time and effort spent on further correspondence. Please acknowledge receipt of this message and confirm that the necessary steps have been taken. I can be reached via email at [redacted]. Thank you for your attention to this matter.

Regarding T-Mobile Phone Service Disconnection After seeing a story on local TV about a lady who fell and couldn't call for help because her phone was disconnected, I checked my elderly mother's mobile and discovered T-Mobile had disconnected it too. My mother, aged 86 and in poor health, relies on her "Big Button TT" phone for emergencies. She recently had a stroke, spent weeks in the hospital, and then further time at home due to a knee fracture. Despite not using her phone often, she kept it with £20 credit. While I understand disconnection policies, I believe companies should find ways to support elderly and vulnerable users, even if they're not frequent users. Sending reminders before disconnecting could benefit many in need and improve PR. My mother is upset about losing her credit and safety net. Can her T-Mobile service be reinstated? Thank you. - J Sykes

I have recently been notified of an issue with my sim card in my mobile phone, even though there is still credit on my pay as you go account. I am unsure as to why this is happening, as I rely on this phone for emergencies and have previously informed your team about this due to being visually impaired. I was assured this information was noted on my account. I kindly request the reactivation of my phone. Your prompt assistance would be greatly appreciated. Thank you. Mobile: [redacted]4. Landline: 01[redacted]91. - Roy W.

I need help as I can't top up my T-Mobile phone. I'm unable to enter the numbers when prompted, including pressing "1." I rely on this phone because I'm 76 years old and it's the only one I can operate. I have £16 left on the phone and I'm willing to send it for repair. I would appreciate any assistance. Thank you, Noel.

I am a T-Mobile customer in the USA. My phone number is [redacted]. My current device is a Blackview [redacted] Pro dual SIM. Although I have a Lee protection plan through Asurion, no similar devices are available for replacement as my device has a cracked screen. The current protection plan carrier, "Assuriant," is not providing acceptable customer service regarding the issue. I am hoping T-Mobile USA can assist in replacing my device. I purchased my device from the United Kingdom. I would like to know if T-Mobile in the UK supports this device. If not, are there any T-Mobile UK partners that have access to this device? Alternatively, could the protection care provider used by T-Mobile have an inventory of these phones through other networks that might provide the phone and also use the same protection plan provider?

Hello, I am inquiring about my EE/T-Mobile mobile phone contract, which I believe is for one of my sons. However, the start date of the direct debit and the monthly total do not match either son's contract. The reference on my last bank statement's direct debit was: T[redacted][redacted]. I am looking to identify the T-Mobile phone number associated with this reference to determine which son (either Alex or Gregor Forrest) I am paying for and to verify if the phone's payment is completed. Gregor is interested in acquiring a SIM-free phone for use on his contract. Regards, Iain Forrest.

Back in [redacted], I had a T-Mobile phone number that I want to use with another provider. It's been so long that I can't remember it, but I hope you can find it in your records so I can unlock the phone. I bought the phone from Tesco in a previous year in Sunbury, Middx - an iPhone 3G. My name is Brian Winston Foord, and my addresses are [redacted] Green Lane, Shepperton, Surrey TW178DZ and 33 Apers Avenue, West Field, Woking, Surrey. Can you assist me with this?

I am seeking assistance to resolve a problem with my husband's T-Mobile cell phone in Balham, London. His data is locked due to overuse, requiring a new SD card for unlocking without losing his number. As he struggles with tech matters, I am in the USA looking to help him remotely. Can I send him to the nearby T-Mobile store in Balham for assistance? He urgently needs his data to download the new Covid-19 NHS app to return to the USA after being stuck in the UK for the last 8 months due to Covid-19 restrictions. Your help with this issue is greatly appreciated.

I am writing to seek assistance with unlocking my Galaxy S6 phone. The phone had issues starting up, and after visiting several repair shops in London, one shop in the West End identified a dead motherboard as the problem and fixed it. However, upon restarting, the phone now shows as a T-mobile device even though it was originally on Tesco Mobile. When I insert my Tesco Mobile SIM card, I can make outgoing calls but incoming calls either fail to connect or go straight to voicemail. There are T-mobile apps on the phone, one of which indicates the device is not eligible for unlocking. I am hoping to resolve this issue so I can use my Tesco Mobile SIM card with the phone. Any guidance or assistance would be greatly appreciated. Thank you.