Unsure about the legality of it but if his name wasn't on the policy there's not much they can do.

However, as you've already complained to the call centre battery farm hens, try complaining to the Director of Customer Services, as well as one of the Chief Executives. You'll get their details from the t-mobile website. I used to work in a complaints dept. and trust me, every single one has a department just to deal with complaints to teh company directors.

Explain to them the situation and that you believe the service you have recieved has been terrible. Explain to them that if they fail to satisfy your complaint you will contact OFCOM. Hopefully something will get done about it then.

Hi, im after some advise, I have had two contract phones with the above mentioned recently I went in to my local store and took out another contract 18 mth, for my boyfriend. the employees in the shop was well aware that the phone was to be put on to my bill but it would be his phone. I was advised to take out insurance with a company that they recommended 'Fone safe' because of the risk of damage due to his heavy duty manual work. after two months or so he lost his fone. i notified t-mobile who barred the phone then advised me to ring 'Fonesafe' who informed me that they would not provide me with another phone as the store had not put him on my policy, when i queried this they then retracted that and said that i should have notified them and done it myself. I informed them that I had not ever received my policy only confirmation of the D/Debit details.

I then got in touch with T-mobile to express my disappointment in them offering such a service and to express my feeling on the way I had been treated. But I am here with just two phones and three contact lines to pay for and no further forward to getting another phone unless i shell out and purchase another one myself. Does anyone have any advice on how I can get another phone either via insurance company or via mobile provider????