I have been a customer with T-Mobile for 11 years and my monthly bill has never been more than £25. Recently, when I renewed my contract, I was sold what the assistant claimed was a cheaper deal but, shortly after that, I was billed £381 and, 10 days later, I was told I had exceeded my limit and would be charged still more.
Meanwhile, a fault has been discovered with my new handset which has been fixed, but I fear it is this fault that has caused the huge bills, and am therefore refusing to pay. I now face having my phone blocked. RW, Romford, Essex
EE, which has taken over T-Mobile, suddenly discovers that the cheaper deal the assistant moved you to has cut the number of free minutes you were previously entitled to and therefore works out far more expensive for you (lucrative for EE). It has waived the outstanding balance and restored your original price plan. Four days later, however, you receive another demand for payment which EE says must be a pre-generated cross-over email. It’s been in touch with you again to reassure you that you can ignore it.
If you need help email Anna Tims at your.problems@observer.co.uk or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an address and phone number.
