T Mobile
Failure to send new sim card following theft

On 01 September I was robbed while on holiday in Spain; my wallet & mobile phone were stolen. This was reproted to T mobile within 2 hours & a stop was put on my account as it is a contract that I pay monthly for. They also did something to the phone so that a new sim card within a Spanish network could also not be used on the phone. I was told a new sim card would be sent out at a cost to me of £9.79 which would be put on my next bill. I returned from holiday on 13 September to a T mobile bill including the charge for the new sim card but no actual sim card. I phoned T Mobile on 13/9/09 speaking to Jean & she said T Mobile had sent the new sim card addressed to me but to someone elses address. Luckily that person had been honest & returned the letter to T Mobile. T Mobile seemed unconcerned about sending my persona information to a third party which is actually illegal under the Datya Protection Act & she seemed unconcerned that someone coulde have actually used my sim card & therefore my account running up a phone bill in my name. I was refused access to a manager & she just said I would receive a new sim card within 3 dyas; it had already been posted to me.

Three days has passed & no sim card has arrived. I phoned T mobile again paying for the call this time & Anna refused to put me through to the T Mobile head office in Hatfield & says a manager is not available to speak to me. This time the excuse from T mobile is that a upgarde on the computer is causing problems but if I would like to go to a T Mobile shop they can provide me with a new sim card & yes I will have to pay the shop for the sim card! I told her that the cost to me of going into a town for the petrol & parking makes this sim card cost so excessive that this was not a viable option & as it was T mobile's fault in the first place they should do more to sort this out. I am paying a monthly rental for a phone that I cannot use & that is totally unaceptable. I asked again to speak to a manager but no one is available but someone will phone me back within 30 minutes. She refused to give me the managers name & just says it is her manager.

No manager phones me back; I still do not have my new sim card; I still cannot use my phone & I am still paying T Mobile for my monthly rental. What am I supposed to do now? Why is T Mobile so customer unfriendly as without customers there is NO

T Mobile?

Company: T Mobile
Country: United Kingdom
Region: England

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