Where do we stand ??

[curvybird]

After having had a contract with T-Mobile for 18 months, we went into the shop and took out another one,with 1000 more minutes. We were then told we were entitled to a new handset and given a choice.
Pushed for time,we didn't do it there and then.
We went into the shop last week,checked we were entitled still, and chose one. However,the next day we noticed a huge chunk of talk-time was missing. The upshot is,they have reverted us to the old tariff (which is 1000 minutes per month less than we had before we walked in the shop) and when we went back they said we had not been entitled to a new phone,and wanted it back. We gave it to them on the understanding that we would be put back on the tariff we had been on. They said it would take 5 days. It hasn't happened,and now they just don't want to know. What do we do ?? Thankyou for any replies x x

[Redrum]

Did you get anything in writing to secure this information? Did you get the names of the staff members that told you this offer ? Sounds a bit sketchy to me, if you have no proof of who you spoke to or nothing in writing (or even some pamphlet detailing these offers) then there is not alot you can do, other than call head office, with dates you were in there particular T-Mobile store....I have found myself in a similar situaion regarding a credit card, and the dispute went on for 6 months and I got nowhere, because I hadnt got the names of people I had spoken to which is easily done. Word of mouth isnt much to go on im afraid.