T-Mobile apologizes, refunds £246.25
T-Mobile charged me money for a year without providing any service. I complained back in September, and received no reply. This week I started to escalate it to CISAS. Today a T-Mobile customer service rep called me. I explained the history. She apologized for not responding, said that my letter did not appear on my file and therefore possibly had not been received. I explained the history, she went through my file, apologized for the events, checked with her manager, and has arranged a refund of everything I've paid them since September 2009.
This is excellent customer service.
This is excellent customer service.