Got ripped on mobile phone contract

menil · 20-12-2009, 12:21 PM

A few months back I went in to renew my two year contract and get a new phone [basic handset only] .The young sales guy suggested I increase to $40 plan from $30 based on my usage and get a Nokia e51 handset in the deal .I have since noticed a big jump in my monthly bill and on closer examination found I am being charged $28 a month for a handset I thought was included in the contract $40 s .When I went back to querie the contract I was asked to leave the shop or they would call security .Great way to do buisines I dont think .I have never paid for a phone in the past .

FordFalconBF · 20-12-2009, 12:35 PM

Quote:

Originally Posted by menil

A few months back I went in to renew my two year contract and get a new phone [basic handset only] .The young sales guy suggested I increase to $40 plan from $30 based on my usage and get a Nokia e51 handset in the deal .I have since noticed a big jump in my monthly bill and on closer examination found I am being charged $28 a month for a handset I thought was included in the contract $40 s .When I went back to querie the contract I was asked to leave the shop or they would call security .Great way to do buisines I dont think .I have never paid for a phone in the past .

Who is the plan with? Optus, Telstra ect. ect.. Contact them directly.. they should try and help you out.. explain your situation.. Did you do anything aggressive to warrant them wanting to call security? if not, sounds like they are dodgy.

I recently got a Nokia N97 on a $59 plan and they explained everything. I knew exactly what I was getting.

vztrt · 20-12-2009, 12:44 PM

You could speak to these guys http://www.tio.com.au/

But I think this is a case of live and learn....and read what your signing.

menil · 20-12-2009, 12:59 PM

the plan is with telstra and I must admit I did get angry but only after the manager refused to hear me out and just point out that I signed a contract to bad .I do intend speaking to TIO but as you say I think it is too late .They also say once you pay a bill you have accepted the charges .

fordOwner · 20-12-2009, 01:08 PM

Why did they ask you to leave? you raise your voice or something?
Thought shops and attendants were ther to help and serve?

csv8 · 20-12-2009, 01:20 PM

I got a NOKIA 6210 free with Vodafone on a $30 plan. Fone is free, only $30 being debited monthly. TELSTRA are always dodgy, haven't dealt with them in years.

olfella · 20-12-2009, 01:34 PM

Most Telstra shops are just franchises so they would not be interested in helping you unless there was money in it for them. I would call Telstra's Resolution Team on 1800 001 398 or their customer support on 13 22 00 and ask to sort it out at that level. If no joy then go to the TIO. If you go to the TIO first he is just going to flick you back to Telstra until you make an attempt to sort it out. I speak from experience and that is how I got those numbers.

FGX-351 · 20-12-2009, 02:54 PM

I used to work in a telstra shop, he's signed you up to whats called an MRO plan where you pay off the phone.

Those plans do have their benefits, for instance because your paying off the phone seperately once you pay it off you own the phone compared to a phone plan where the phone is subsidised in so you dont actually own it til the contract expires.

The call rates are also cheaper on a member mro plan and you also should be getting a member credit back into your account each month.
No idea how much that is on a $40 plan but if you pickup a plan brochure it will give you all the details.

I dont know your situation or whether this info benefits you or not but these are the benefits of that particular type of plan.

menil · 20-12-2009, 03:51 PM

Yes I think I do get a discount on the $40 plan but who pays for a phone unless its maybee an I phone or similar . I have never paid for a phone in eight years and only use it for calls and text so no need for fancy one .

UU TS50 · 20-12-2009, 03:57 PM

the moral of the story is that nothing is ever free

**Peuty** · 20-12-2009, 04:14 PM

Quote:

Originally Posted by fordOwner

Thought shops and attendants were ther to help and serve?

They are. But they aren't there to put up with abusive customers either.

menil · 20-12-2009, 09:43 PM

so your saying I abused the shop attendant Peuty ,were you in Bendigo that day .

AC/DC · 20-12-2009, 10:00 PM

Certain phones are actually free on a contract, , ,but yours is a MRO plan, meaning they divide the price of the handset up over the 24 month contract, , hence the extra charge........... It should show this on the contract that you signed. The contract should be a printed piece of paper, with all the details on it ?

AC/DC

menil · 20-12-2009, 11:04 PM

I do have a signed contract that spells out all the details but because I asked which free phone came with the plan I mistakenly assumed it was a part of the $40 per month

Yellow_Festiva · 21-12-2009, 12:02 AM

If you asked for a 'free' phone perhaps you have some way of getting out of the contract. Contracts are binding of course, but if you were led to believe that you were given the phone free over the contract time then you have a valid complaint.

The E51 looks like a pretty basic phone, not worth the $670 (IMO) it will set you back over the 2 years.

Try and sort it out with Telstra HO first. Explain your situation clearly, make reference that you are a long term customer (assuming you're extendng a Telstra contract) and that you are not happy with the current situation.

If you are not satisfied, or if they try to fob you off, tell them that your next step will be calling the TIO. At this point you ask who you are talking to and what area they are in etc.

A similar situation happened to me several years ago. I agreed to dial up internet, then got a bill in the mail for home phone, internet, and this seemed to be in my name when the original line was in my parents name.

I was 18 at the time, and they tried to fob me off. The TIO got it sorted out and arranged a refund (which they sent twice)..... I also got a written apology from the company with the refund...

Good luck.

FGX-351 · 21-12-2009, 03:18 AM

One other thing when complaining to Telstra HO make mention that you did intentionally upgrade to higher spend plan.
It may help in getting things fixed up, used to help me when using dealer support to waive fees or cancel contracts early for upgrades for some customers.

menil · 21-12-2009, 06:15 PM

thanks for the heads up olfella .Rang 1800 no and got matter all resolved now only paying $40 plan and get to keep handset I have ,no more repayments on phone .She did wonder how I got this number without going to TIO first . Thanks everyone else for your input as well as I did use bits of info in the conversation form all of you .Merry Xmas and Happy New year to all .

olfella · 21-12-2009, 06:37 PM

Glad I could help Menil - after all isn't that what forums like this are for?.
You have a great Christmas and I might see you one day when I next holiday down your way.

Bucknaked · 21-12-2009, 06:43 PM

I'm on a phone plan with Virgin. $49 per month. $34 plan and $15 for the handset. Plus $8 a month for insurance. Handset is an IPhone