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Michele of New York NY (09/05/08)
After being convinced by T-Mobile Reps thier New $10.00 a month Home service would be a great savings, I decided to go ahead and give it a try, it sounded like a great way to save a little money. Well let me say this, all that glitters is not gold! They told me they would handle everything, they transferred my existing phone number over from the carrier I had to theirs. In order for T-Mobile's home service to work you need a router, which they supplied me with. The router then had to be connected to an active on line service. After following all of the instructions given to me, the T-Mobile Home Service NEVER worked.
I called their technical support which connected me to a recording stating the wait for assistance would be four(4) hours. In disbelief of what I heard, I hung up and called back only to receive the same response a FOUR(4) hour wait! The recording also stated you could leave your name and phone # and someone would call you back. I did, they did'nt.
The service never worked, it has been a little over a month now and I still am without home and on-line services because of this T-Mobile debaucle. I returned the router back to T-Mobile however in order to keep the phone number that I've had for the last twenty(20) years I could not totally cancel until I could find another carrier to retrieve my number. I attempted to go back to the carrier I had prior to this change only to find out they do not have the technology to retrive it from T-Mobile's home service set up. They said all they could do is to give me a new number! I also found out even though the service NEVER worked for me I am still going to be charged due to them keeping my phone number active. This entire experience has been a complete NIGHTMARE!
It has totally been a VERY stressful ordeal, and I suffer from high blood pressure as well as I have had to spend MORE money instead of saving money which was my main objective in the first place. I would very much like to know if I can seek any type of legal action for all of my inconveniences.
Kris of Plano TX (09/04/08)
I have been a loyal T-Mobile customer many years and always have paid my bills on time. Our son went into the Navy on March 2008. Repeatedly I have asked to suspend his phone and charge me for just one. According to the service rep, it was not a problem. I continue to get these $100+ bills and now just found out that they reactivated our son's phone based on a phone call they claim I made. I did not request any reinstatement but was told there are notes in their file that indicate so.
I am clearly at a disadvantage since nothing was verified with me after this change was made. They did agree to suspend the phone but I'm being charged for a month. I suggested they look at the phone usage. There has been none since March but they refused and wouldn't matter. I also told them our son went ahead and purchased his own T-Mobile phone now and to cross reference his phone to ours. It didn't matter. I am so angry. I was treated like a second class citizen.
Ovidiu of Miami FL (09/02/08)
I have a contract with T-Mobile for 3 lines and have been a loyal customer since 2004. In January 2008 I have upgraded one phone in order to have Internet services on it. We have ordered the phone and the Internet service and double checked to be sure the Internet is activated, once we received the phone. We have been assured that it has been activated. More than that, at the second call to check, on Feb 20th, the 3 contracts have been changed and renewed for 2 more years.
In April 2008 we have received a bill with a charge of $229.50 for 1,930 Yahoo Messenger use, abusively assimilated to text messages and charged $0.15 per each. When we called the customer service, we found out that the Internet services has not been activated at all, and they refused to cancel those charges. We have tried to call and solve the issue several other times, and faced each time bad faith answers and dismissal of any responsability.
In the last three months, we got extremely invasive automatic calls 3 or more times a day to claim for the $229.50 that I still refuse to pay. These calls were disruptive at work, while driving, having lunch and even dinner at home in the night. Two days ago, while travelling abroad, the service has been suspended without any warning, and this generated a major domestic problem following the impossiblity to keep in touch in important moments.
Jeff of Pompano Beach FL (09/02/08)
I sent this letter to T-Mobile and I have STILL not received a credit ion my account.... Two months ago my room mate moved out and took my phone. I called to have service shut off. I was told by a customer loyalty rep. that she would suspend service for 30 days and after that I could cancel service without being charged an early termination fee.
Today I looked at my bill and the $200 dollar charge was there. I called and spoke to another rep but she refused to take the charge off. I told her that I had been a customer for 6 years and had signed numerous contracts with your company over the years when changing plans etc. I also told her to remove the charges or I would seek action through the FCC and take my business to Metro PCS. She still did not offer to satisfy your client of over six years. Please remove these charges and re-educate your employee..
They are still trying to charge me $200
Cennencia of Brooklyn NY (08/27/08)
On 8/26 viewed credit report and noticed charge for $99 from a collection agency named Plaza Associates. I contaced them and they informed me that charge was for an outstanding bill with T-Mobile since May/07 that was now referred to them since I failed to pay. I explained to them that I was never informed by mail or phone of this charge and why a year later I am now knowing of this. They told me I must call T-Mobile to straighten this matter out. I spoke with Verene at T-Mobile who agreed that the charges were a mistake and that she would file a letter of dispute with the collections agency, which was done.
I recieved a call on 8/27 from Donnie at T-Mobile who said the letter of dispute was denied from the collections agency stating the charges were valid. I told him that I was not going to pay for something I was never informed of that a year later I am now getting charged for especially when the charges are bogus. I also explained to him that when I call to make my monthly payments why I was never told of this outstanding charge Donnie said b/c its from additional line ending in 4088. I don't even have a line with such a number.
I told him that there has to be something else they can do to clear thoose charges off my acct. since they are the ones that put it there and he says that it is out of their hands and I have to take it up with the collections agency. I spoke with Mr. Memsah at the collections agency who says the letter of dispute was never done b/c there is no record of it in their file and that I have to take it up with T-Mobile unless I am willing to pay the bill. Which I am not, the charges are false.
T-Mobile's negligence and failure to resolve the issue has put a dent in my credit. As of now this charge is showing up as a possible negitive on my credit report. Both T-Mobile and the collections agency is failing to help put this issue to rest and because of that I am put in a situation where I don't know what else to do to clear that off my record.
Susanne of Norwalk CT (08/26/08)
Recently I went to Germany and experienced a phone that would turn itself off most of the day. Since I was on vacation I was no too alarmed. But I was when I got my bill. According to t-mobile I received numerous calls a day from a blocked number when I was in Germany. But I have actually never received those calls because my phone was off most of the time anyways. Also, I do not know anybody who even has a blocked number.
I called customer service and they told me I have to pay. But that is crazy. Do I have any right as a consumer? You will find more or less always the same numbers on my phone bill. Incoming as well as outgoing.I am more than happy to pay for my calls but not $150 for those bogus blocked number incoming calls.
Nestor of Jackson Hts NY (08/24/08)
I purchased the Blackberry replacment service with Tmobile , in which for 5 dollars a month they told me that in any case of damaging my phone they will send me a new one in exchange. so i did paid this amount for the past year. 3 months ago my phone stoped from working and i needed to use the replacement plan. well first at all its no that easy to get the exhange . i went trhu a lot of phone calls and various steps that made me waste time and i still couldnt use my phonbe service. when they finally sent me this phone , what a surprise . it wasn't near to NEW . it was an old phone that of course didnt work .
so i reported this and they promised that will send another one in better conditions. so they did , i received the second phone in better conditions but Not new as they promise when they got me to buy the service. ok the phone works fine and i sent back the 2 phones in one box. this is when the trouble begins.
They are charging me $400 for not sending the 2 phones in separates boxes. this is not fair because this phone has a market price of $250 for a new device . they are charging almost double for a second hand phone . And they allready suspended my service when i told them that i refuse to pay this unfair charge. Its been 3 months whith this inconvenience.
i work with my phone . i pay my phone service on time.and because this extra charge .i cant afford to pay my rent because i got money shorted. besides they are making pay anyways due to the fact that i need to work and i use my phone for this purpose. i feel depreased and sad since there is nothing i can do!
Regina of Brooklyn NY (08/22/08)
I called T-Mobile a few months ago to request a block be placed on text messaging on my teenage daughters phone. I was told they could not provide that service. That I had to pay for the texts. But I could take out an additional service for a higher fee and pay for unlimited texting.
I ended up with a phone bill for over $350.00 becuase I did not know my daughter and her friends were texting. Why should I pay for a service that I did not want.
Venise of Stone Mountain GA (08/20/08)
Called in they told me I qualified for a free phone on a third line. I went for it. Paid the $35 activation fee. One month later they billed me $100; now tell me if I cancel because it isn't free I have to pay $200.
With the free phone I moved all the phones on to one family plan with the same services. They did not put texting on all the phones only on one, therefore ended on with a phone bill of $1,000. They say too bad I should have said specifically put texting on all phones, even though I DID say same services on all phones. They say $200 each phone to cancel the plan!
After talking to 13 representatives in a one-hour period (they kept transferring me and dropping line) they turned off the phone I was calling on!
Francisco of Duarte CA (08/20/08)
on june 11, 2008, i purchased a pre-paid cell phone plan from t-mobil. 0n july 18, 2008, i received a bill for a different two year plan which i did not purchased. i immediately called customer care to inform them of the mistake. i talked to customer rep emmy, id #71393751. she adviced me to go back to the vendor to straithen things out. xvendor j. rodriguez insisted that i signed a contract for the two year plan. i asked him for a copy of the signed contract and he promised to send me one. until now, i hav not received it yet.
on july 21, i called consumer care and talked to rep. deanna, id #53749. she talked to vendor j. rodriguez and she also asked for a signed contract. until now she has not received one either. she asked me to send her any paper work generated by the transaction and i faxed her the unsigned computer generated paper that was given to me. i was assigned case #1886098. on july 24, i called consumer care and talked to j. c. and confirmed that the papers i faxed was recieved.
on july 25, i received an e-mail from customer care rep. agnes f. id #7284251. she told me that they are looking into resolving the problem ASAP.on august 19,i received another bill from t-mobil altho i have not used the phone for the month. again i called consumer care and talked to rep.trysh l. id #871205803. she tried to contact vendor for a copy of the contract, but they were not able to help. she told me to go back to vendor and talk to them. i feel that it is an exercise in futility, because even they could not be helped by the vendor.
until now there is no econoimic damage as i have not pay their bill yet. i have been stressed out during thie whole happenings and instead of enjoying my cell phone, i am now hessitant to use it.
J of Lakeside CA (08/19/08)
I have been frustrated with this company since I agreed online to a 2 year contract. I already had 2 phones and wanted 1 line added. I asked how much it would be and was told that 70.00 + tax. When I got my first bill it was 87.00. I called and was double talked and then they tried to charge me for the upgrades on the 2 phones I had originally gotten 2 yrs earlier. I had to argue with a supervisor to get the charges reversed. It has just been 1 thing after the other.
The latest incident was on 08/08 when I checked on line it said my minutes had already rolled over so I supposedly had a fresh 1000 minutes yet they charged me 35 cents a minute which added up to 15.00. When I called today I spoke to Mike I told him what had happened and he confused me more by telling me that they had switched my closing date to the 19th and when I asked why he confused me even more.
I now wish I had not let them be cordial when I had buyers remorse in the first 30 days. I then asked when my contract expired and Was told 06/09. I asked how much the early termination fee was and was told 200.00 per line even though I am the only name on the contract. I did not sign a contract, it was all done on the phone. Just unhappy and feeling trapped.
I only basically wanted phones that ring and you answer it. They bundle so many useless things that they already make you pay for and give you no options to remove items. I stress every time I talk to these people. I am no longer going to talk to them as they are only worried about the money not the consumer. I would not wish their service on my worst enemy. They are double talkers and try to confuse you. Any advice would be appreciated.
Bertha of Jamaica NY (08/19/08)
I am the primary account holder on a T-Mobile cell phone account which is a family plan account. On Mon. evening, 8/18/08 my fianc and I contacted T-Mobile to complain about the high phone bill that we received ($398.61) for the last billing cycle and to let them know that those call was not made by us. (I paid them $75 on line bill due on 8/13/08 which is generally the normal amount I pay each month.)
We informed Carmen, employee ID: 1724592 that these are not calls that we made and we even disputed the free minute calls also on phone bill not made by us. Carmen agreed that the calls were abnormal, but she said that she was not going to adjust the phone bill and total amount is due. We also mentioned to her that our phones are registered for us not to get solicitors phoning or text messaging us, but we have been getting these as well. Carmen did not have any comment for that. What can we do to get this rectify?
Chil of Brooklyn NY (08/19/08)
Tmobile terms and conditions state that: If your Phone is lost or stolen (Lost Phone) you will not be liable for unauthorized airtime charges incurred on the Lost Phone if you: (a) notify us immediately; (b) ask us to deactivate the Lost Phone; and (c) provide within 14 days any documentation we request, including a police report. You must fulfill the remainder of your Term by activating a replacement Phone (which may be full price) or the cancellation fee will apply.
I was in Miami for work when I had lost my tmobile phone, I had reported the phone missing when at that time I had incurred no extraneous phone charges. I had called a few days later to deactivate the phone, when I had found out online that someone had incurred over $1500 worth of international cell phone usage charges. I had offer the several representatives evidence that I was no where near where the calls had been taking place (In miami, I was back home in New York). However the TMobile representatives said there was absolutely nothing they would do to alleiviate these fraudluent charges, nor did they care that fraudulent usage was being taken place.
I am being held liable for the full amount, plus they are going to begin charging plan fees and cancelation fees if I switch providers.
Jane of Madison MS (08/16/08)
I recently changed from T-Mobile to Cellular South for better service. Cellular South had a promotion going that would pay the early Termination fees, which in my case is $400 for two lines. I sent the bill indicating the late termination fees to Cellular South, but I must have sent the wrong thing, or it was lost on their end. I can not find that particular bill now.
For 3 weeks I have been calling and emailing T-Mobile for a duplice copy of the bill, OR IN THE ALTERNATIVE, a statement that the early termination fee was charged and paid. They are saying that a closed account can not be accessed in that way. Apparently no one knows how to write a letter indicating the late termination fee. Cellular South won't accept the bill that shows the $400 that was paid because it doesn't have the magic words EARLY TERMINATION FEE.
$400 due to me from Cellular South.
Kenneth of Savannah GA (08/15/08)
DO NOT use T-Mobile if you want to travel outside the US or get any kind of customer service. I was charged for call back to the US totaling over $300 for calls I never made. When I tried to talk to T-Mobile, they were rude and inaccurate in their information. They were unwilling to accept that there is some glitch in their system that caused these erroneous calls.
Overcharged $307.43
Mary of Vicksburg MS (08/14/08)
In the middle of June 2008, I purchased a Sidekick Slide cell phone from T-Mobile. The phone had problems, so I contacted T-Mobile, and after hours of not finding ways to fix the phone, I was told by the customer service person to send the phone back to the company. She asked me how would I be sending it back, and I told her US Postal service. She told me okay, but make sure I receive delivery conformation. During our earlier conversation, she did tell me it was my responsiblity to send it back.
On June 26, 2008, I did send the phone back per her instructions, with delivery comfirmation. I found out almost a month later the package never got to it's destination. I called T-Mobile, and they told me that I'm still responsible for the phone, although I returned it as per the instructions I received. I tracked the package from Vidalia, LA, where I delivered it, to Jackson, MS. I was then processed in Jackson, MS, and supposely left Jackson, MS, and disappeared. I contacted the Postal service and they gave me no help, and when I sent a complaint to the Inspector General Office, They transfered me to four different departments, and when I finally reached someone who could possibly help me, she tells me her computer is down call back later.
I then called T-Mobile again, complaining about having to pay for a phone I don't have, and also the upgrade. The customer service rep. I talked to seem to want to help me, and told me that T-Mobile would be taking this problem out of my hands, and would be getting in touch with the US Postal service, and making them responsible for the phone, since they accepted the phone from me. But now I find out when talking to another Rep a week and a half later, that I was lied to. T-Mobile had no intention of helping me, nor the US Postal Service.
If the phone isn't found by the USPS, T-Mobile will make me pay over $280 dollars for the phone, upgrade, and the taxes. I don't have the money, nor is it fair that I have to pay for what was not my fault based on the instructions, I received.
John of Los Angeles CA (08/13/08)
1000 minutes plan for 3 lines.. always have overages so, decided to make it a 1500 plan talked to tmobile people then i was told it is another 1 yr contract it was painfull but, me and my wife decided to do it. after couple of months i found out that instead of another yr contract it was 2 yrs contract. talked to tmobile people again and told me hey, that's what u agreed upon. i find it a scam.
cant afford it im a minimum wage earner and this people and nikle 'in dimin' us. have to work more and end up one sim card just not using it at all.
William of League City TX (08/12/08)
I received a new phone by mail, that I did not order (why would I want a phone when I just bought one). They told me in was ordered on line (not by me). I received instruction on how to return the phone which I followed. Now two months later they are still trying to charge me for the phone and have cut of my service. I have tryed calling but only get told they did not receive phone and want look unless I provide a tracking number (which I can't find).
Now I am stuck having my credit ruined because I will not pay for something I don't have and did not order. I also will not pay disconnection / early termination fees as they are the ones that terminated me.
mark onb credit and hounding by collection agencys
Andrea of Irving TX (08/12/08)
My cell phone was stolen and over $300 worth of calls to Mexico were made. I have been a T-Mobile customer for 7 years and have never made a single international call, let alone to Mexico. However, T-Mobile would not even meet me half-way on the charges and I felt I had to cancel my service with them on principal alone. They then charged me a $200 early cancelation fee.
T-Mobile should be required by law to have a system in place (like the credit card companies do) that detects signs of fraud like a sudden barrage of international calls on an account that has never before called internationally.
Furthemore, T-Mobile should not be profiting from theft.
I am out almost $600 due to the call charges and the early cancelation fee.
Arcangelo of Visalia CA (08/11/08)
I asked to terminate part of the family plan because not in need of that phone anymore. They asked me for $200 termination fees. I decided not to pay those money because I think it's a steal!
I MUST pay for another full year for a phone and a plan that
Rafinee of North Miami FL (08/08/08)
I tried to make a payment and tmobile site said that my credit card was denied when theres more than $1,000. then I called to see what had happen and they ran my credit card again which was not approved or so they say. when I went to check my account there was 2 hold that tmobile had on my card and did not want to drop...they kept telling me to wait 3-4 days which I could not wait...now my account is overdrawn $71.63.
I was overdrawn $71.62 from my check account and they dont want to drop the 2 holds they have on my crdit card
Evette of Waynesboro VA (08/06/08)
I wanted my son to be responsible for the # ending in 38. After running his credit I am to assume that this could not happen. I initially called a couple of months ago and asked to remove the features of Blackberry and text messaging. After I found out that my son could not be responsible for his line. I called back and asked for the services to be resumed.
My question to a upper manager is Why would I remove a feature and pay a ridiculous amount of my current bill. I believe that it is unfair. I stressed that I did call back and no information was recorded. I have been a T mobile customer for quite some times the few time that my phone was turned off, was because I forgot. I have called on and off over the last few years, since moving into my new home and I CANNOT get any phone service in my home.
Onetime I called I was told by a rep. that I should go outside for service. Last year when I upgraded to the family plan. I was promised a $100.00 Walt mart gift certificate. As I wrote this letter I received $50.00 and I have been given the run around from T-mobile reps. At the Sams club kiosk. As of this moment I told the manager that I spoke to turn off my service until I can get it resolved from someone else since she could not make a decision. I feel that $714. could go to a family that need food.
negative credit score as of now.
Epifania of Howell, NJ (08/04/08)
I got a bill of $740 total for international roaming charges when I was out of the country last month. They were all incoming calls and I still got the charges. I thought you get billed for making calls but never realized with incoming calls also.
When I called the customer service, I spoke with the supervisor and told me those charges were valid and even mention that there is absolutely no other phone carrier that does not charge a roaming fee! I am so upset and once I finish my contract with them, I will never ever get any of their services.
Brenda of Eden Prairie MN (08/04/08)
I am living outside of my country , in Thailand. The end of November 2007 - I notified Tmobile that I would be traveling abroad. I had traveled to Mexico in August, and received a very large bill, simply from being careless. So, when I left the USA December 1st I wanted to be advised as to what I should and should not be doing, so I would not go broke with monthly phone bills.
The very kind and seemingly knowledgeable customer service representative suggest I #1 cut of my voice mail, as incoming calls would affect my bill even when they roll into the voice mail system. I agreed and he said he would remove it. He also suggested I get the unlimited emailing plan, for $19.99 and I could email anywhere in the world with no extra charges. I set out on a tour of Australia and the South Island of New Zealand and then on to Thailand where I unexpectedly was offered a job.
During these several months abroad, every month I received my bill and it was extremely high. I would call and ask what I was doing wrong and whomever answered, would say it was for one reason or another. So I would stop. I was also travel in numerous areas that I never had signal or computer access. In June I paid a very large bill yet once again, believing I was to blame. In Thailand I reviewed my bills very carefully because I could, and was settled with access. What I also noticed is I was being charged $1.49 per minute for incoming calls I never picked up. AND I noticed the words voice message.
I immediately called Tmobile and spoke to a regular customer service representative. I've forgotten his name but as I recall the person he connected me to who was his supervisor and I want to say his name was Matt. That promised me he would take off 3 months of incoming call charges, but that was as far back as he could go. I also explained I think that when I emailed people I believe I was being charge for that too. I figured once he took off the $1.49 and I paid my bill. I would figure out this separate issue when I had service again. Matt is the person that told me, they have no ability to remove voice mail. I was like.....your kidding.....and how would I dream that up if I had not been told. Moral of the story is Matt never followed up on taking off all the $1.49 charges as he promised me. I want to know how to legally handle this matter.
I'm in the processes of adding these up but it's in the mid hundreds, to low thousand. I payed no less then $600, for my bills from Jan 2008 to June 2008. Please help me
Nicole of Enfield CT (08/02/08)
I have been a loyal customer of T-Mobile for over 4 years. I have referred many people to them and have always been happy until last month. I got my bill for May 28 2008 to June 28 2008 and there are over $100 in usage fees on my bill. Why? I went to their website because I was in danger of going over my minutes the month before. All of their plans are national plans. I had a plan called Get More 1500 for $39.99.
On their lists of other plans to choose online you can click on the plan you're thinking about and it will tell you what the plan entails. They had a plan called Get More 3000 for $49.99. When you clicked on that plan, it would tell you that the plan section of their website was down. However, I could click on every single one of the other plans and look at them. The plan did not say it was a regional plan. Just Get More 3000. SO I switched to the plan because I needed more minutes. The usage fees on my bill for that month? Call fees for calls out of my region. Apparently the Get More 3000 plan is regional.
But it's not advertised as regional and even to this date(August 1, 2008) more than 2 months since I first clicked on that plan to try to check it out, it STILL redirects to a page that says their plan section is down but I can still click on all of the OTHER plans and see what they are. They are playing a Bait and Switch game with their customers. When I called the customer service people to get the issue resolved I was told that I had switched the plan and it was MY problem and they would not do anything about it. When asked to put me back on my original plan of Get More 1500 I was instead put on a plan called Individual Max 1500 that is $20 more!
As of July 26 2008 you still could not click on that plan and see what it entails. While, YES I DID change plans, they're being purposely negligent in offering the information on that plan so that they can charge people extra fees that they have no choice but to pay or be stuck with a overly high cancellation fee! Unfortunately, things being tight with the economy, because of the extra $100 charges on my bill, I can't afford to pay my bill this month and my phones will be shut off and subject to a $200 PER LINE charge on 3 lines. I've been a LOYAL customer for over 4 years and THIS is what I get for it!
An extra $100 on my bill AND $200 per line to the tune of $600 because they are playing an ILLEGAL bait and switch game.
Amber of Alfred ME (07/30/08)
I am writing in regards to the deceitful practices of T-Mobile location in the Maine Mall. In February 2008 I co-signed (or so I thought) for a cell phone at this location for a friend who had poor credit and was entering the army. I specifically asked at the time of sale prior to contract signage what the process looked like to change the contract over to the other user primarily-and was told that it was as simple as a phone call in 3 months as this was essentially co-signing for the phone. The salesman failed to inform me of the fact that this change of responsibility was based off of credit (had I have known that I would have never signed the contract as I was co-signing due to my friend's poor credit).
Three months pass and the contract cannot change responsibility due to my former friend's poor credit, my former friend also starts leaving a balance due and the cell phone unpaid (thus affecting my credit). I have also since been informed that I did not co-sign and the account was issued to myself only and the other user on the account was not a co-signer mind you on a cell phone I have never used and is in Texas. I have since cancelled the account and the grand total (that I now have to pay) is $585 with the overdue balance and cancellation fee.
I have made multiple attempts to contact T-Mobile via letter, e-mail, and telephone call asking repeatedly to speak to someone specific who can handle my case and see me through the process-which they have not provided & have done nothing to work with me throughout this process. I also set up a payment plan with T-Mobile which they disregarded and with NO prior notification sent the bill to pre-collections.
I have also requested an original signed contract from the time of sale (my former friend has my copy) which they have no record of, how can I be held to a $200 cancellation fee with no evidence of my signature on a contract? Any assistance you can help with this matter would be greatly appreciated. Thank you for your time.
Dalissa of Orange NJ (07/30/08)
my phone was lost over the weekend. i believe it to be in either my car or my best friends vehicle being as though we hadnt gone many places. after searching to no avail, i called tmobile to have the services suspended. i spoke to a rep who put the suspension on the phone without a problem but never mentioned the phone had been used prior to me suspending service. i recieved a courtesy call 2 days later from a tmobile rep stating that there was unual activity on my line and i had incurred over $700 in international call fees. turns out my frined lost the phone in a cab.
i thought it wsa some sort of joke but the rep informed me that my services were being suspended until i pay a bill that was now over $900 including my regular bill for the month. when i informed the rep that i was not paying for calls that i did not make or authorize, he informed me that tmobile would be adding an addition 600 in early term fees, 200 per line and i had 3! that now brought my bill to over 1500!
i called back to speak to a supervisor. the rep that initially answered refused to patch me thru until i gave her my info. once given, she proceeded to inform me what the other rep told me. once again i asked for a supervisor. she continued to speak and i had to scream at her to get me a supervisor on the line, in which she finally transferred me. i spoke to a supervisor and he was reviewing the bill with me. he informed me that local calls were made in between the international calls but refused to give me the numbers. i informed him that i was a customer for 5 year but because it was not under my social there was no way to prove it therefore he could not help with the bill. when i asked how to stop the service from being suspended since i only have a cell phone and no house phone, he told me i would have to pay 450.
i am furious that tmobile is stating that i am responsible for these calls although i have never made a call internationally on ANY of my lines in the 5 years i had the service. obviously if they called me to inform me of the call, i was unaware! i do not feel i should be responsible since i did nto
what was a 200 monthly bill became 1500! they are threatening to put the account in collections which will affect my credit. i also had to purchase prepaid services until i can get this issue resolved
Dee of Bellevue NE (07/24/08)
I was sent a T mobile phone by FedEX sometime June 2007-my husband signed for it not knowing what it was. I shipped it back to T-Mobile. Six months later I started receiving bills for the T-mobile phone. I ignored them knowing I did not have the phone. Then I received a call from a collection agency saying I owed them $400 plus for the phone. I hunted around the house for correspondence from T-mobile. It was the first bill I opened. It said I owed them money for a phone with an area code of 309 or something like that.
My local area code in half the state of Nebraska is 402. Why would I have a different area code? Also, I never activated the phone--never had any minutes on the phone. I had cleared it up with T Mobile and they agreed with everything I said--they showed I had not used the phone. I have had Verizon service for 10 years and use my verizon number for my home phone.
So now six months later I am being harassed by a collection agency called BCR. They have been rude, condescending and extremely mean. They make me feel like a deadbeat. They tell me to call T-Mobile and T-Mobile tells me to call the collection agency. T-Mobile has all the records--they were able to pull up my information with my social security number. I'm not sure how they got this information but I don't even know the assigned phone number.
Kristin of Hopewell Junction NY (07/22/08)
On May 30, 2008 I spoke with a Susan than a Jeremy about the service on my T Mobile phone. I told them that I put up with the service as long as I can. Where I live I have 1 bar of service, which is just like having no service. For two days prior to this phone call I call because I had no service at all for 2 days.
After speaking with 3 people one being a Susan the other Jeremy. Jeremy told me that since I had only one bar of service I could cancel. So I canceled the phone, now I am being charge a 200.00 fee for early termination. Jermany told me I would not be charged. They also stated that Jeremy told me about the fee. That is a lie, I aked him 5 times before I said go ahead and cancel. I aked him will I get charge the fee?, he said NO, he said no all five times.
Now T Mobile is saying that they do not have that information, they also don't have anything recording like they said they do. I can not prove that this Jeremy wavied the fee because he did'nt do it while I was on the phone with him. I did not know that it had to be done that day. He told me that he would take care of it and that I would not be charged.
Doron of Palisades Park NJ (07/21/08)
All my family has T-Mobile cell phones (3). We just moved from Redmond, WA to Palisades Park, NJ and realized we have zero coverage for our phones at home. I called T-Mobile to ask what should I do and after 30 minutes of checks they told me that as there is coverage in the neighborhood (barely) I can terminate my service but I'll have to pay the $200 termination fees.
I asked how come they ask me to pay the penalty while they fail to provide the service, all they had to say is that this is the procedure and there is nothing I can do about it. I will have to pay $400 penalty for early termination (my son is not under contract anymore) and then, all the cost of establishing new service.
Gary of Dallas GA (07/19/08)
My wife and I are retired. I was using Sprint I knew that I was close to the end of the two year contract with Sprint however was not happy with service. I stopped by T Mobile to see what they had. It sounded good, so the (Representative... Rob)looked up my Sprint account on there computer after I gave him my information.
A screen came up with all of the needed information and he said,.See?...if it says Upgrade you can change service contracts with no worry of theearly Termination fee of $150.00. We at that time signed up with T-Mobile and a two year contract. We then received our bill from Sprint with the remaining service fee and of course the $150.00 Termination fee.
Since then I have contacted the place I purchased the agreement and have been thrown around to six different managers and one District manager. I feel that since T-Mobile representative gave us wrong information to start with, They should be responsible enough to credit me with the Termination fee of $150.00. I joined this service in Good Faith as a Consumer and feel that T-Mobile should reimburse me for my Early Termination fee.
I would have stayed with Sprint. My time is just as important as the T-Mobile Company President. I have spent many hours trying to Iron out a simple problem, and feel that We Consumers should never have to assert Problem Solving techniques to any purchased item. Business CANNOT survive without us! and mental anguish should be non-existent.
Pam of Anaheim CA (07/14/08)
t-mobile allowed an unknown suspect to fraudulently pay a $329.91 bill with my debit number and they never checked any ID. They should be sued for allowing such a poor business practice to take place.
I am out $329.91.
Sandra of Las Vegas NV (07/09/08)
I applied for a loan and was told that there is a collection agency attempting to collect over 500.00 for T-Mobile fka Voice Stream. I only have pre paid cellular phones! I cannot get any information about this bill, or account.
My car loan is being held up until I get this taken care of. What? When? How?
Cindy of Lakeland FL (07/08/08)
I purchased a phone at t-Mobile in Dec and was asked if I would like to buy insurance on the phone, in case it was lost, stolen or damaged I said yes. They have been charging my account $5.99 each month.
Well I lost my phone and when I called T-Mobile to get the insurance information I was told that my coverage wasnt any good because I used the phone on one of my other lines on that account,. I have 3 other lines and didnt know you buy the insurance for the line not the phone itself. The guy misrepresented the insurance company by not telling me this important detail since he had asked me if I wanted to get insurance for the phone. T-Mobile tells me that its the insurance companies policy not theirs and I will have to take it up with them but the insurance company didnt ask me if I wanted insurance on the phone T-Moble did.
The consequences is I dont have a phone and I paid insurance for something that could not be insured.
Nerissa of Norwalk CT (07/07/08)
this company fails to infor consumers about some charges made about add on features on cell phones. I went out of the country thinking my blackberry is ok to use without roaming charges since it is internet and when i received my bill it just shows a big amt of money i owe the company. This is the second time it happened, last month i thought the messenger is data based only to find out later on that it charges by the text when the bill comes..consumers gets surprises when they receive their bills,.
I have to pay a big amount of charges
Ritesh of Haltom City TX (07/02/08)
I have a 1000 text message plan with T-Mobile. At some point in my monthly usage one of my friends phones went haywire and sent me like 40 or so text non stop. I turned my phone off and tried to get a hold of him to make him stop. Eventually it stopped he said he does not know why it did that, he was not even near his phone. I thought I would not be in too much trouble because I use around 1000 texts a month and would still be within the right amount.
Anyways by the time I got the bill I saw I was over my a few hindered texts and charged 80 dollars. I asked them to just remove them but the refused. They said it was odd that it took me this long to tell them. Obviously I did not want to have to deal with them unless I had to. So once I saw my bill was out off the normal rate I called them. The really dont care and I will be leaving T-Mobile for another carrier that actually values customers instead of trying to get away with a glitch that ends up costing the consumer money.
It cost be about 80 dollars in overages.
Andrea of Cherry Hill NJ (07/01/08)
I have a family plan for approximately $140.00 a month and can't understand why my bills continue to be $200.00 to $450.00 monthly. They charged my husband $425.00 in text messaging charges, but he did not make any changes to his texting habit for that month. I requested an investigation but T-Mobile insists the charges are legitimate. My 2-year contract expired in March 2008, but T-Mobile states my contract does not expire until November 2008. I want to terminate my contract because I can't afford to pay T-Moble over $200.00 monthly on a $140.00 monthly contract.
I have been making double payments to keep my account current and to avoid any threat of collection from T-Mobile. I don't trust that company. My family can't afford any extra curricular activities and am purchasing the bare necessaties in order to survive. There is not ryme or reason we should be paying such an exuberant phone bill just to be able to keep in contact and for emergencies. Your assistance is greatly appreciated.
Ian of New York NY (06/30/08)
1. Insurance on phone - $110 deductible NOT mentioned by salesperson. $6 a month. Not worth it when added up. 2. They don't honor repairing broken phones. 3. They don't let you talk to technical support without calling from a second line. I called and wanted to talk to Technical support. The customer service person REFUSED repeatedly to forward me to technical support, which they have done in the past without calling from a second line. I begged with them to please forward me because I don't have a house phone and I don't know anyone nearby. They wouldn't do it no matter what. The customer service rep suggested that I MUST either walk or drive to a T-mobile store or call from a payphone to talk to technical support.
After I found a phone - an hour later I talked to their sickenly fake customer service rep again(which OF COURSE act like that to try and offset the abundance of calls by upset customers) I spent 3 hours trying to troubleshoot my phone for them, by installing the application loader which on a good connection takes well over an HOUR. I had to go back home to do this, then back to the pay phone to talk to technical support because it didn't do anything. Finally my 3rd technical support rep said she would start the return process. She had me open the phone and tell me what color a little sticker by the sim card was. I said red.
She said she can't honor the warranty because it meant that I dipped the phone in water. I NEVER NEVER put it in water, dropped it in water EVER. I may have whiped the inside of the case out with an alcohol wipe because of dust. It may have been incredibly humid inside the plastic case I purchased from T-mobile. I don't know what could have cause it. It's impossible in my opinion unless that red sticker is sensative to humidity. either case they stink and I didn't have to do anything that required me to call from a second line. I am so dissapointed with T-mobile.
$300 phone 3 hours time waisted
Linda of Loma Linda CA (06/30/08)
Not under contract, changed plans, specifically stated did not want a contract. Rep said no problem. Went to cancel, T-Mobile said I agreed to a new contract when I changed plans and would have to pay termination fees. Contaced PUC they contacted T-Mobile. T-Mobile said as a courtsey they would release me from my contractural obligation. Big of them since I was never under contract. Good for me, but that's just because I was willing to challenge them.
No economic damages, just a hassle and bad business practice that should be investigated.
Celia of Port Chester NY (06/30/08)
My TMobile cell phone was stolen and international calls were made for $170 before I was able to contact TMobile to inform them that my phone had been stolen. I was told that I am responsible for the calls made.
Michael of Wildomar CA (06/19/08)
We were T-Mobile customers for several years. Never any problems. Recently, two out of five of my family's cell phones stopped working. I called T-Mobile to see if I could get a good deal on 5 new phones, since 4 out of 5 of our phones were the same make and I was afraid they'd break, too. After some discussion they told me that I could upgrade my phones which would involve a new contract. I ordered new phones and there were many complications which led to several phone calls to customer service reps.
I decided that it wasn't worth all of the hassle, so I asked the rep if I leave T-Mobile now, will I incur early termination fees? He told me No, because you have 30 days under a new contract in which to cancel and not incur termination fees. I hung up and in the next couple of days decided to check two more times, with different cust svc reps. I called and they both told me No problem, it's a new contract, you have 30 days to cancel.
So, I went to AT &T and set up a new family contract with them and they canceled my T-Mobile contract on April 25, 2008., which was within my 30 day new contract window. Then I called T-Mobile to find out if they received the phones I had sent back. They said Yes so I asked So, there will be no termination charges on my last bill, correct? The rep said No, sir, no termination charges. Later that month, I received a T-Mobile bill for $1038.31 in termination fees!
I called T-Mobile and asked the service rep what are these charges for? After investigation, she said that fter cancelling the newest contract, your contract reverts back to the previous contract and thus we owe cancellation fees. She said I have two options, 1) reinstate our phone numbers and come back with T-Mobile (leaving me signed up with two phone companies, since it was too late to cancel AT &T without termination fees.) or 2) pay the early termination fees, using a payment plan. Later I called back to ask about the payment plan and they told me that they don't do payment plans!
I tried many times to talk to someone about this problem. I got a lot of run around and no satisfaction. When I asked about a third party to dispute this matter, they said No, just T-Mobile. Today I spoke to someone in the billing dept. and he told me my best option is to reinstate the contract until October (the original end-date) and my total fees would come to $519.84 plus tax. I have until July 26th to do this. Please tell me if this is truly my only option as I feel that T-Mobile' policies were misrepresented to me and therefore I should not owe early termination/cancellation fees. I would not have switched providers until my contract was originally up in Oct.of 2008, had three customer service reps not told me that it was okay to do so.
I have a bill for $1038.31 that I really can't afford. I need to hear from someone before July 26th, 2008.
Fred of Orlando FL (06/19/08)
I was harrassed by the company then when I had to deal with there second collection agency and explained that I was only looking to get the money that I had paid to the company for non satisfactory services back I was hung up on
phone harrassment threats rude responses lying to me then hanging up on me basically my having suffered fraud
Jovanna of Amherst NY (06/18/08)
I placed an order for t-mobile phone on june 8, 2008. I paid the 12.99 for overnight delivery which they say should have shipped out Monday. Tuesday came and went and I never received the phones. My bank account was billed for the 109.00. I spoke with customer service Wednesday and I was told there was an error with the order and that I resubmit and they will cancel the orginal order and i will have my money back in 72 hours.
My bank account was then charged an additional 96.00 for another order. Friday came and went I called customer service they said Monday my 109 should be back into my account. I called on Monday and was told the original order was never canceled and they will cancel it immediately. They aslo said someone will call me back with confirmation.
On tuesday june 17 I received a call from someone who said they cannot cancel the order and they will have to ship me the phones and then i will have to return them. I was not satisfied with that answer so I called back. I then spoke with a woman who told me I will need to dispute the charges with my bank. I didnt understand why , my bank didnt do anything wrong.
I asked to speak with someone else she then transferred me to the floor supervisor. She basically told me that she was going to cancel the order and it will take 5-7 business days for me to get my money back from the original order. As you can see this I a frustrating process and no one is explaining me what i need to know. They know they have my money and It was their error but im getting the run around.
Jessica of Marlin TX (06/17/08)
I called t-mobile September 2007 and requested to have my account placed on military hold, meaning that they would temporarily (I was told 12 months) suspend my phone service until I returned from deployment to Germany. I then called t-mobile to check the status of my account and was told that it had been sent to a collection's agency and that there was an outstanding balance of $371.00 on it. I called the agency because T-Mobile told me that they did not have much information for me as my account was turned over to the collection's agency.
I was told by the collection's agency that t-mobile had record of myself calling in March of 2008 to cancel my service and they even billed me for March of 2008 and did not have record of me calling them to place my account on military hold. Not only was I charged $171.00 out of the blue, but I was also charged $200.00 for cancelling my service before my contract ended!! I was never even contacted on the standings of my account.
Ana of Orlando FL (06/15/08)
I reported my cell telephone lost. When I called T-Mobile, they told me that there was a large amount of charges/calls to the Philipines made with my phone. I tried to explain that I don't have any family nor friends in that country and that they were supposed to trace the number where the calls were made. They refused to do that and I am facing a bill for almost $500.00.
I am a 71 year old senior citizen who have never missed a payment nor late charges. Could you please help me so that I don't have to pay for something that I didn't do? Thanks a lot and God Bless You!
Don of Lebanon OH (06/12/08)
In October of 2007, during a seperation from my spouse, I had cellular service with T-Mobile. My estranged spouse called T-mobile and told them to cancel the account and managed to obtain information regarding the account and numbers that were called. T-Mobile shut off the phone without my knowledge or permission and never contacted me concerning the matter. After I obtained the information on why my phone was deactivated, I told the customer service representative that I no longer wished to do business with their company, or any company that freely gave out personal information and allowed others to control the account.
I told the agent that I would gladly pay for my usage, but would not pay for the early termination fees because T-Mobile had breached the agreement. I never received an amount. In January of 2008, I began receiving collection calls from Am-share. After numerous attempts to settle this dispute and being hung up on, asked personal questions pertaining to my relationship with my wife, and being told to contact T-Mobile who in turn tells me to contact Am-share, I am at wits end. I have been told to pay varying amounts and that if I pay the amount of my usage that the termination fees will go against my credit report. my wife and I have been repeatedly harassed, hung upon, or put on hold indefinitely when trying to resolve this matter.
Repeated harassment, stress, and time spent trying to resolve this matter with both T-Mobile and Am-share. The negativite status of this matter on my credit report and the airtime used for all calls.
Anibal of Maple Shade NJ (06/11/08)
I was a customer for a long time. I had two cell phone numbers. I disputed a bill that I received for over $1200. The records shows that I never been that high. Customer service told me that the bill was correct and I need to pay. I send numerous letter complaining. T-Mobile never answer, cut my service and give one of my numbers to another customer.
I lost bussines, contacts and I was forced to apply for a new phone number in a different company.
Chris of Noble OK (06/11/08)
We have been with t mobile for about four years now and donot get a good reception aat all we have been through many phones cause they keep telling us we have a better phone that gets a good reception in your area and nothing seems to work also we have had them take out our payment from the bank and take out more then was auth. or take out a payment on the next day after taking out one payment and telling us that their records do not show the second payment but our bank sure shows it
we are very unhappy with them giving us the run around they will never give us the corp. office phone number so can anyone help this form going on anymore and to others? thank you VERY UNHAPPY T-MOBILE CUSTOMER no one at tmobile cares to help
bank ower drafts no good service
David of Roscoe TX (06/10/08)
We have been suspended several times for them loosing our payments. We called them to discuss it agian for the fourth month and there was a very rude manager. She told me to shut up so i could hear what she might could do, then said to send all of my paymemt recients to her, not to mention that i did the same thing last month. I faxed in four different months of reciepts. Still it doesnt seem to matter.
We have lost business from them, we depend on our phones for our company and we lost a 8700.00 contract last month due to suspened services. this month we lost 2800.00 due to tmobile not to mention my four children depend on us having our phones./
Tiffany of Katy TX (06/10/08)
I went in with my sons dad to tmobile. I had my own service which I wanted to cancel due to inconsistent billing, constant no service on phone, and busy lines that were inoperable. My sons dad had them switch the phone to his name instead of it being canceled outright and took responsibility for the bill. The phone was off at that time because i was behind on payments. He paid the bill in full and then the rep went on the phone and called customer service to make the switch. We had her do it because every time we dealt with customer service it got messed up. We were there for nearly 2 hours becasue therep could not understandwhat or how to make the switch. Even the store person got irritated and made a comment about the incompetence of the customer service person.
The store rep also made the switch effective so that there would not be a prorate and higher bill for him the next month.(Her idea). She also told me that I would have one bill left to pay that would be coming out in the next few days for about $123.00. I said ok and would pay that then. We left. I begin getting billed for 2 months in the amount of $243.00 instead of the one that she said.
When contacting tmobile I was given a story about being behind and paying past bill. When I told her that we had receipts showing the bill paid in full to that date I was then given a different reason about a prorate. Why would I have a prorate for ending a bill? Not less as a prorate would have been for early ending. Then they turned it over to Pinnalce Credit collectors who have yelled at me told me they know about the store vivsit becasue they have the paperwork and basically were there in the store.
I have offered to pay what I really owe, the $123.00 but been refused. I was told they would take $193.00 but refused to put it in writing. I am having ahard time financially and coming up with the $123.00 woud be hard but I would honor my obligation if they would honor theirs! Instead I get yelled at and told they will put it on my credit report and call me every day all day!
I have been charged twice for one month. On top of that Tmobile was paid for the second month by the person that took over my account so they are trying to be paid twice for the same bill by half. The Credit collector they turned it over to has called me 3 to 7 times a day every day and yells and threatens me.
Victoria of Colton CA (06/09/08)
I ordered a new phone over the phone and was told I would be getting a $50 rebate, now I am being told that I will not be getting a refund after I paid the bill. I was told in no uncertain terms that this rebate would be given to me.
This has called a financial hardship, I can not afford to throw away an extra, unplanned $50 on a cell phone.
Teresa of Malabar FL (06/06/08)
I canceled my service in January. They still sent me bills. I contacted Warren first and was promised it would be handled. I then recieved notification of late fees and potential to be turned over to a collection agency. I immediately called T-Mobile and spoke with Denita who said she saw in my file where I hand canceled, and was once again assured everything would be handled.
On June 6th, I received a letter from a debt collection company (DCI) who informed me they have none of those records and I would have to send them a protest in writing. I called Jessica at T-Mobile and she informed me that they do have the records of conversations and that she would handle everything. That is where we are at now.
I have a near perfect credit rating and this is affecting that. It is absurd that a company does not take responsibility and check files before sending them to collections.
John of Valley Stream NY (06/06/08)
according to t mobile, I owe them #357 for purchasing a cell phone or cell phone service. I never dealt with this company and called them after recieving numerous bills. They investigated the matter and i complied with them fully at which time they told me the matter was closed only for me to find out in went to collections in my name anyway
Its a blackball on my credit report and i cant get a place to live due to this blemish on the credit record
Gary of Flint MI (06/05/08)
Termiated cell phone service after 20 month of service,on a 24 or 2yr contract. Date May 31,2008
The agent said I would have to pay 200 dollars on each line. No prorate, even thou I ask for one. My total bill 600 dollars.
Cheryl of La Habra, CA (06/03/08)
I purchased the advertised World Class Service from TMobile for my only child who is traveling in South America. I discovered today, after getting an $863.00 phone bill for one month, that their World Class Service means that the phone works in other countries, but that they charge you about $5.00 per minute for roaming.
No one tells you that when you're purchasing the phone, or when you call every month to hope for some kind of customer service. Luckily their text messaging service doesn't work either!
Their only suggestion is to purchase SIM cards from each country, however, the number will change every time, and we'll be charged long distance rates from each county. I will be switching his service to Verizon International today. Even if I have to pay a termination fee, it would be about $600.00 cheaper per month, than to continue to use TMobile service.
Deena of Clearfield UT (06/02/08)
I filed a complaint with the Better Business Bureau and the situation was partially resolved until the representative at T-mobile lied to me and was very rude and defensive with me. Below is my final complaint to the Better Business Bureau.... As mentioned before they did not make good on the offer they made me of prorating the current bill. When I spoke with Pancho he said that my bill would not change until the following month (which to me would not seem like proration but rather the cost of the bill without the second line). It was a miscommunication on his part though I didn't think to ask because when I rented an apartment in the middle of the month they prorated the rent for the current month I moved in not the following.
Due to this miscommunication I was met with a hostile and defensive tone of voice and attitude of the T-mobile representative. When I asked if I could speak to someone else on the matter he said he has no supervisor and there is no one higher than him. When asked if he cared what the BBB would report about T-mobile he said we are not a member of the BBB, which from the way it was said leads me to believe he does not care what other think of T-mobile. All I wanted was for them to prorate the current bill and was met with rudeness. I was upset throughout the call but explained that I did appreicate that they cancelled the other line I just did not appreciate the customer service I was receiving from him.
I at this time wish to cancel the other line as well without a fee. If they refuse there is nothing more I can do about it other than share with others my T-mobile experience. What happened to me is just bad business. No one expects to have their husband leave and be in a poor financial state and then to be treated poorly because you are trying to pay your bills on time but that it requires you to try and cut corners. There is no compassion from a mutil-million or billion dollar company to help a person in need. I suppose if it meant a tax break they would help.
My financial situation has taken a turn for the worse and you never know when that is going to happen. This weekend my car broke down and now I have to decide will I buy the water pump so I can work or do I pay my phone bill?
David of Vancouver WA (06/02/08)
I went on vacation to Europe for about 4 months, that was the plan-I am living in the Czech Republic. Before I left I canceled my account, I was past my 2 year contract with T-Mobile. While on the phone I inquired about keeping my number- they informed me about suspension-however because I canceled my account if I did not call back in 3 months I would lose the number because my account was canceled.
Now I have a bill for 140.00$ heading for collections. They are looking at the system notes which do not match our conversations, and cannot provide a recording of the phone call. When they put me on suspension it was military- which I do not qualify for- the emails I have are inconsistent and I have to send several emails to get a reply.
I have paid every bill in my life- I will not pay this bill on principal. However it will effect my credit report- I view it as slander and will cause economic hardship with future employment and loans. They do not have a contract- no record of the phone call- and I am being blackmailed into paying for a bill.
Dawn of Cincinnati OH (05/15/08)
I cancelled my tmobile account in november 2007 and verified my address to send my last bill. Three months later i still had not received the bill but had a call from my mother (who's address i have never used for anything) stating that she was receiving collection notices from them to her address.
When i contacted tmobile i was told that a woman stating to be my fathers girlfriend had called in to let them know that my address was incorrect. She also flagged my account with a comment saying that i hadnt talked to my father in 6 years and i need to call him to repair our relationship. Tmobile gave out my account information to a person stating that they were not on the account and allowed her to change my billing adress.
When i called to make a formal complaint they tried telling me that it was a new policy that just went into effect to not give out information unless you are the account holder. This is not a new policy. I have talked with other employees of their company who have been shocked that it even happened. furthermore tmobile doesnt have a corperate line to contact with complints, just the customer service one i had called many times.
I had an unpaid bill for 3 months that i was getting collection notices on which has damaged my credit. More importantly i do -not- have a relationship with my father due to severe emotional reasons which were brought to the surface after 6 years without contact. I have had sleepless nights and worried about him showing up at my door now that he has gone through these steps to get my current address.
John of Darien IL (05/14/08)
My wife set up a direct check payment thru my personal acct, without informimg me when T-mobile were taking money. I bounced a 2 or 3 of these direct payments but always made good on the bills. A payment was due on the 15th of May, On the 13th,without any notification T-Mobile canceled my Acct and now wants me to pay by certifiable means.
2 days before the bill is due w/o notification they decide to change the way I pay,cancel my family acct W/four phones charge me $20 per phone charge to reinstall the acct. There claim was due to past payment history they can do this on a whim without having to tell me. I am having enough problem keeping my family afloat in these economic conditions.I told them I have no problems paying the money due.It was to be payed on the 15th. Why should I have to pay $80 extortion fee anytime they decide.I would have paid my bill this month early If only someone would have let me know.
I am unfortunately trapped in a T-mobile contract for the time being. I am afraid that at anytime in the future they will cancel my acct and make me pay for no reason at all to be reconnected. These phones are our familys only communication at times. I need your help to keep T-mobile from extorting reconnection fees w/o any reason.I hope you can help. Thankyou
Ben of Boulder CO (05/08/08)
without to much typing they lied to me, taxed me, shut off my phone then sent me to collection
bad credit and no phone lost contacts with people and lost money lost time as well
Deborah of Ft. Myers FL (05/03/08)
I am being charged a $200 termination fee because I cancelled rather than suspended my contract because I had my phone stolen - even though I initiated a new 2-year contract and purchased another phone. I explained that I was NOT informed of this at the time I created my new contract - which was three months ago! Only now am I being charged this fee. I requested they pull up the recording of the phone call and gave them the date. Still nothing! I spoke with supervisor after supervisor, sent emails, etc. to no avail.
I am a single mom without child support. i cannot afford this charge and even if I did, I would still refuse to pay it. Add to that the four plus hours of phone calls and emails.
Melanie of Yonkers NY (05/01/08)
i called them cause my sidekick lx wasnt working properly they said i had to check for water damage i did theres two white strips inthe phone if they turned any other color then theres water damamge i told them they were still white cause they were now they want to change me a restocking fee of 354.00 the full price of the phone cause they say it had water damage.
I told them i cant afford that amount of money they said there was nothing they could do. they couldnt adjust the charge so i ask them them to send back the phone they said they destroyed it i ask if i can send back they phone they sent me to replace that one they said i could but it wouldnt have anything to do with the 354.00 i said i refuse to pay that for somethig i kow i didnt do .they said theres nothing they could do.i always asked why the restocking fee was the full price of the phone i said any other place charges 10 to 20 percent of the price
i just lost my job theres no way i can afford to pay 354.00 but if i dont pay it this will affect my credit score and i just starting fixing my credit is there anything i can do?
Cecelia of Biloxi MS (05/01/08)
I switch my cell phone plan from cingular to T-Mobile. Bad decision, cingular had ways to stop text message service, if you did not want it! Not, T-Mobile. Received a message about drugs (coke) this person wanted some and i don't deal drugs. Took it straight to the police department and signed charges on the sender. Now, something about a gas strike on May 2. Enough is enough, and why would you go and change your number to pay another fee? Can the FCC do something or who?
I'M BEING CHARGED .15 CENTS FOR EACH TEXT MESSAGE SENT/RECEIVED TO ME. BY PEOPLE I DON'T KNOW AND I'M STILL LIABLE FOR THESE AND ALL OTHER CHARGES.
Diane of Great Neck NY (05/01/08)
Reported a problem to tmobile very nasty.Someone was to get back to me in 24 Hours. NO ONE EVER DID. I would like them to remove double billing and stop charging for more services than actually used. The program was 39.99 Never did I get a bill for that amount of course with taxes added.
They have double billed plus charged me $163.00 for a phone I never Ordered, and when I called they said someone will get back to me no one ever did but I received a letter saying the time has lasped and they will not take it back, PLEASE HELP!
So far I have not paid this last bill Please Advise.
Diane of Great Neck NY (04/28/08)
First of all They sent me a phone I did not request and they billed me 163.00 for it. I do have the phone I do not want it and they won't issue me a refund. 2nd The bill is to be 39.99 plus $5.00 for text messaging They keep billing for ereoneous charges. 3rd They do not provide the coverage they claim and I would like to Cancel without fees.
By the way I never renewed my coverage they decided it will be over sometime in 2009. I took a one year contract When I started. Please look into this for me. Thanking you for your help with this matter.
Steven of Richfield MN (04/23/08)
I first joined sometime last year around March or April, I can't remember. The phone and service worked great for a while. After a few months, I noticed that I wasn't receiving text messages, or atleast not all of them, nor were recipients receiving mine. They were delayed by days sometimes, or just never received. I called about that, they couldnt figure out what it was, but wanted me to stay on the line for long periods of time, or they could not troubleshoot. I finally had to give up, because I spent so much time on the phone with them. SO, the software in my phone began to act funny, I called them, they replaced the phone after spending lots of time with them on the phone. My bill after this, had skyrocketed to over 500 dollars in one month. I called about it, it took them a week to realize that someone had turned off my text messaging service and never turned it back on which had caused my minute useage to be effected. They fixed it and got my bill back down to what it was supposed to be, for the time being.
I then began to receive notions from friends, saying that they receive a message when they call me, pls01 the caller you are trying to reach is unavailable. In fact, I found that MANY people were getting this message. This was killing my chances for an interview, as I was looking for another job. Of course, I called about this, and noone could resolve it, even spending great amounts of time on the phone with tech support. I actually experienced MANY more technical issues, sporadic issues, consistent issues...etc.. They could never resolve, only call us back when you have more time. Every time I called, they put me on hold for LONG periods of time, and sometimes I was disconnected, either because they hung up from being tired of dealing with me, or line problems with my phone or theirs.
I could get nowhere with them. I requested to be released from the contract after all of this, of course they would not let me out. They told me that the contract stated that I may or may not have good reception. I told them that reception was not all of the issue. There were many factors. On top of this, my next bill was over 200 dollars. I called them, they said that I had actually went over this time. I didn't. I downloaded a copy of my bill and found that they had actually charged me for some sporadic weekend calls, some myfave calls, and other misc calls that were supposed to be free. I tried to copy the contents over to an excel spreadsheet, but I found that the numbers that were transferred over were not workable. In other words, the characters (numbers) were not able to be used in any functions. I manually added everything up, which took a VERY long time and found that the totals were off too!
I opened a case with the better business to see if I could get this contract ended so that I could go with a new carrier. This resulted in a flat NO from TMobile. A rep from the corp office called me and was very polite at first, but when I explained everything, or atleast tried to, she began to tell me that there was no way that I could ever get out of the contract no matter the circumstances. She then told me that she would be in touch with me in a week after reviewing the case. 4 days later I had a message stating that this is our final attempt to contact you. I tried calling her back for weeks, of course having to use various other cellphones. She never got back with me. But she (or someone) replied to the BBB case stating that it was my responsibility to check my own minutes.
I requested that my account be DEACTIVATED immediately, and to no longer charge me anything for any reason. This was in late December 07. I also had called a few weeks before and requested the same thing. I may have missed a few things, however I have one more thing to say that just happened a few days ago. I moved and recieved a bill in the mail after my address change took effect. The bill was for $460! They had charged me from December to now for regular monthly charges. Of course, I called them and told them that I had requested that my account be shut off in late December of 2007. They didn't see where anyone had notated this. I told them that I had called and requested it, as well as requested it through the BBB case. She said that she would get the fax from me and show it to Alison at the Corporate office, then make a decision. As if they are questioning when I requested the account to be deactivated? It is not my fault that they did not do as instructed and did not notate it. I requested in 2 methods, calling and through the BBB.
They are and have been frustrating me for a very long time, I cannot deal with them anymore. I just want my contract to end in December 07, with about $200 to pay for usage (which is probably not right, but oh well) and be out of the contract. She said that I could fax the transcription of the case over to her. I was willing to do so, and have done so as of today, but they have access to the case, the same that I do. They are merely playing with me and I dont believe they plan to rectify anything at this point. They know that I cannot do anything about it. Another point, you can call them and give them the NAME and EMPLOYEE ID of the person that you spoke with before, and there is no way to get back with that person. You cannot send them an email, you cannot do anything but RE-EXPLAIN everything to first level, every time you call. They have minimal notes to review, or they must be instructed to play dumb about the whole thing.
They are currently working on damaging my credit due to this. I also DO NOT feel that I should have to pay the ETF, since it is THEIR fault that I indeed had to terminate my non-service with them. They have costed me alot of time and frustration and now I'm facing credit unworthiness. Please help. I can give you access to the bbb case if needed.
Eric of Ramona CA (04/23/08)
I have been a customer of T-Mobile for many years longer than my account shows, 5 years. I have had to speak with customer service personnel in the past to request credit for dropped calls and my having had to reconnect which has resulted in additional minute charges to my account. Today, the customer service personnel were mis-interpreting T-Mobile policy attempting to tell me that credit is not given when calls are dropped unless they are dropped within one or two minutes of FIRST having initiated the original call. By that I mean, I was told that T-Mobile's credit policy is different if the call drops one minute after making connection or if the call is dropped thirty minutes of having made the connection.
This makes no sense at all. If a call is dropped, the call is dropped. T-Mobile's credit policy should allow for crediting back the time required to re-establish the connection. In the past, I have received credit of one minute for re-establishing connection if my second call was made within three minutes of the first call being dropped. Now, Sara (T-Mobile employee ID 8474274), a supervisor, refused to provide credit for having had to reconnect unless the first call had been dropped within two minutes of having been made. Sara refused to let me speak with her supervisor or any other supervisor to resolve this matter. I informed her that I wanted to resolve the matter at that time (since I had already spent a considerable amount of my time on the phone with the customer service department, about twenty minutes. I was flatly told that there was no supervisor available for me to talk with which I could not believe as truthful. I received the clear impression that she merely wanted to brush me off and hope I would go away.
I am entitled to credit for dropped calls. If T-Mobile refuses to do so due to its poor telephone service, then I should be allowed to cancel my contract with T-Mobile without penalty to me. Would you be willing to provide such authorization? All I ask for is that you ensure your personnel properly know and apply crediting policy and that I be credited for my dropped calls. I am very dissatissfied with the customer service I received today. It appears that T-Mobile is penny-wise-and-pound-foolish when it comes to crediting minutes for customer complaints. I wanted you to know that I attempted to telephone the executive offices and the switchboard operators would not put my calls through as they related to a complaint.
My bill had almost $180 additional charges, some of which were due to dropped calls. I was attempting to receive credit to reduce these additional charges for dropped calls.
Celeste of Santa Fe NM (04/23/08)
On Sunday, April 13th my checking account was drafted for my monthly payment of $104.70 which was due on April 15th. This is the second time this has happened in the past two years. Neither time did I authorize the withdrawal. This time it caused $110.00 (27.50 x 4) in overdraft fees. I was told by three different representatives that the problem was being handled and that T-Mobile was reimbursing the total of $214.70.
A few days later I called for the status of my refund and was told that my request had been denied. They said that I signed up for the easy-pay? plan when I paid my bill on-line in March. I DID NOT DO THIS. I am always very careful to stay away from this area because I dont care for that method of payment. Then, out of the blue, on April 18th they credited my checking account with the $104.70. I feel that this is an admission of guilt.
I am disabled and this has caused me great hardship, economically and to my health. I went four days with practically no money. My bank was nice enough to refund half of the NSF fees, but I am still out $55.00.
Th of Walnut Creek CA (04/23/08)
What poor business practice. I'm thinking that they are engage in fraudulant business practices. I have been with Verizon for a long time (over 6 years). I decided to switch over to T-mobile as I needed one for work. Well I looked around and double and triple checked the reception where I live. Their website said that it was in a good (3 to 4 bars) range. I then stopped by a store and like anything, they looked it up on the website and they did assure me that the website is very accurate as it is updated on a regular basis. I express to them that Verizon had a really bad problem where I live and it took them about 18 months of me complaining, in additions to others, to erect another tower just for our area. They assured me that if Verizon has good reception there, T-mobile would be good too.
So, after talking to the company (twice) and doing my own research, I went and got a contract with T-mobile. The 1st week I had the phone, I had to complain about drop calls and no signal. This is not only in my house, but even when I'm out in the middle of my street where there's not wires and trees. After a few months of complaining with them, they finally sent a technician out and concluded that the general area where I live has Poor reception. To correct this, they will need to construct a new tower in the area, which takes years and they can not give me an estimated construction date.
Even after all my pro-active things that I did, I still got screw with the contract. They informed me that if I cancel, there's a $200 cancellation charge. I told them that it's their problem and it's misrepresentation and fraud. So, they came back with a new solution, in home tower, which I would pay an additional $29.99/month. Yes, that's my cost in addition to my monthly cost for their misrepresentation. I said, that you are crooks and should be charge with fraud and misrepresentation. I told them that I will contact the FCC and the consumer affairs and all authorization bodies about their fraudulant and misrepresentation practices.
Well, now I'm all reliant on my Verizon phone, which is for personal use. I have a phone that I pay about $60 month and it's useless when I'm at home and I work from my home office. So far, I have lost many and numerous business calls because of T-mobile. They need to correct the situation and/or allow me to cancel without the cancellation charge.
Ashley of Canton TX (04/23/08)
Well this is my cel phone company and since October when I opened my account and signed my 2 year contract I have had nothing but problems with them. It is always something... First it was my favorite 5's werent working so they decided they were going to give me 1000 extra minutes for that month, then for the next 2 months after that they had to do the same thing because they could not get it right on my plan. Now I believe for the past 3 days I have been on the phone with them becasue they shut my phone off for not receiving a $76.60 payment on the day of 19apr08 of when my bill was due.
I then proceeded to call them and supposedly they had restored my plan took all of the information as far as receipt number and proof of payment number and entered it in their computer. Well apparently they didn't do it beacuse the following morning at 6:50 a.m. I find myself on the phone with them again doing the same thing over. I feel that my rights as a unsatisified customer would be to terminate my plan without having to pay a termination fee.
So that night I called and spoke with a Supervisor by the name of Ed, who proceeded to tell me that there was nothing that he could do but note my account and soo that things are fixed. My problem is that I want to terminate my plan without having to pay a termination fee, so how do I go about doing that or is that possible?
Ashley of 611 Trade Days Blvd TX (04/23/08)
Well this is my cel phone company and since October when I opened my account and signed my 2 year contract I have had nothing but problems with them. It is always something...
First it was my favorite 5's werent working so they decided they were going to give me 1000 extra minutes for that month, then for the next 2 months after that they had to do the same thing because they could not get it right on my plan.
Now I believe for the past 3 days I have been on the phone with them becasue they shut my phone off for not receiving a $76.60 payment on the day of 19apr08 of when my bill was due. I then proceeded to call them and supposedly they had restored my plan took all of the information as far as receipt number and proof of payment number and entered it in their computer.
Well apparently they didn't do it beacuse the following morning at 6:50 a.m. I find myself on the phone with them again doing the same thing over. I feel that my rights as a unsatisified customer would be to terminate my plan without having to pay a termination fee. So that night I called and spoke with a Supervisor by the name of Ed, who proceeded to tell me that there was nothing that he could do but note my account and soo that things are fixed. My problem is that I want to terminate my plan without having to pay a termination fee, so how do I go about doing that or is that possible?
Indhira of Ozone Park NY (04/21/08)
I ordered a cell phone from T-Mobile on 2/27/08.As soon as I refused the package from UPS I called them to cancel the order as a no-install on 2/29/08 because rep.Sara(ID#11880075) advised me to do this so that I can get my FULL refund back into my credit card. It has been almost two months and I have not received a refund from T-Mobile.
I have called numerous times and I have been given the runaround in regards to my refund. Every time I get a different answer in regard to my refund;that It'll be on my credit acct. in 14 days, that It'll be in my acct. in 30 days.I call and its like I'm playing phone tag, they tell me that they will be transferring me over to the next person.All they do is apologize for the inconvenience and tell me every excuse imaginable on why I haven't received my refund. Its been so time consuming and frustrating that I feel like I am out of 130 dollars.
I work hard for my money, and times are hard right now. I am a single mom trying to make ends meet and it is unfair to consumers like me to get scammed out of our hard earned money by companies like T-Mobile who give you every excuse in the book.
Laurence of Barberton OH (04/21/08)
On 3/11/08, I walked into a Wal Mart store to purchase a cell Phone for myself and my girlfriend. The sales rep offered a contract plan whereby I could get two phone lines for $89.94 after taxes, fees, etc., per month. I excepted the plan and asked if it would be a problem if the second phone is a New York party. She assured me that it would not be a problem and I went ahead and made the depositand signed up for the service. Both phones have New York numbers even though my residence is in Ohio which is where the purchase was made. I sent the second phone to my girlfriend in New York but was informed by her that she doesn't have service on her phone. She says that the phone has texting capabiities and some other features but she is not able to send or recieve calls.
I have contacted T Mobile on at least four occations but to this date they have not tried to correct the problem. They have,instead tried to have opt for a more expensive plan and will not allow me to cancel w/o charging a $200. cancellation charge. I feel I should not have to pay for service that I don't have. Please help me...
Had to spend extra money a month on a pre paid cell phone so my girlfriend and make calls
Ahmed of Jersey City NJ (04/16/08)
in Jan 12 2008 at 4:45am I been robbed , all my stuff had been taken , my cell phone & my car . Also I got some injuries in my body. Then the police came to the crime location & they called ambulance for my. I stayed like 7 to 8 hours in the hospital. The first thing I did after getting out from the hospital was calling T-mobile customer service to suspend the phone service, but wile I was in the hospital the robber made an international calls for more than $500 . I discover that when I got the first bill after the robbery.
Then I called T-Mobil customer service to solve this problem. But the representative said that I have to get a police report for that crime, so I sent a request for that report & I got it after 3 weeks.i sent it to them but they said it is not enough you have to get the hospital record, i couldn't because i didn't leave my information to the hospital after the accident. in similar situation i called the credit card company after losing my card & they cancelled all transaction within 24 hours of my call.
two month of service suspension & extra late fees plus the original bill for more than $500
Gerald of Henderson NV (04/15/08)
I have been with t-mobile for over 4 years. Beggining a few months back i noticed that I was being charged for incoming text messages. At 67 years old I do not text message nor have i ever signed up for text messaging service. T-mobile says thay cannot block incoming text messaging and i must pay the text fee which averages $2.00 a month. I am on social security and cannot afford the extra fee which i did not contract for.
Additional cell phone charge an average of $2.00 a month
Joel of New Lenox IL (04/14/08)
On March 9th I made an international phone call to the UK via my cellphone. After the conversation was over, I hung up my cellphone and it showed a call time of 19:47(20 minutes to T-Mobile). The following day I checked my charges and found it to be for a 221 minute phone call worth $75.14 instead of $6.80 for a 20 minute phone call. My household has called T-Mobile more than five times (before our billing period is over) to get this resolved, and each time they say that they are right. That they cant do anything about changing a charge for a phone call that happened. We have since received the bill and have called them twice with the same response.
Forced to pay the charge.
Christopher of Staten Island NY (04/09/08)
I currently have a Blackberry and a regular phone and I was being charged for 19.99 for the BB service as it stated on the bill. I really didnt notice this on the bill until I reviewed it one day as I pay the bill on line or at a T-Mobile store. Once I discovered the charge the informed me that I was being charged this from March 2007 till April 2008. I requested a refund and they informed me that we only have up to 60 days to dispute over charges. This is a bigg issue in this country where companies like T-Mobile can get away with making mistakes and because it states in there contract that they are not liable after 60 days. We should not allow this to happen. I know if I made a mistake in my bussiness and I told my customer that you should came to me 60 days ago they would say ok goodbye.Hey you know what that is what I am going to do goodbye T-Mobile you are a bunch of crooks and your service stinks.
I lost an estimated total of 245 dollars
Timothy of Fairfax Station VA (04/07/08)
My familie's experience with T-Mobile has been a nightmare from the very beginning. We purchased 4 phones and signed a one year service agreement. The phone's came with a 208 (Idaho or Iowa) area code even though we live in Virginia (703 or 571). The first bill came with over $500 in charges for text messages, a service we thought we declined. What we weren't told is that the phones could still receive and send text messages at an additional charge. If we knew that we would have paid the extra $10 or $20 for unlimited text messaging. We feel that we were intentionally mislead in this regard.
Our calls to customer service for some understanding and compromise were to no avail. The agent very cavalierly told us we would have to contact their legal department if we wanted to pursue the matter further. We gave up and paid the bill and added unlimited texting to our account.
Most recently my wife's phone was stolen. When she reported it to customer service they were able to tell her that someone had taken the SIM card out of her phone and place it in another, ringing up long distance and ring tone charges in excess of $110. The agent told my wife that even though they knew that she didn't initiate these calls and charges that we were still responsible for them. She was also told that they would not work with her on discounting the cost of a new phone unless we signed a 2 year service agreement and paid the $110. That's consumer blackmail!
Needless to say, my wife declined to do this and asked to speak to a supervisor. After being put on hold for several minutes she was told that a supervisor would call her back within 24 hours....guaranteed. Three days later my wife had to call back and plead her case again to another agent. Of course the agent said that there was nothing she could do but would get a supervisor on the line. A supervisor did pick up but made it very clear form the beginning that she was not going to work with us unless we signed the 2-year renewal and paid for the charges from the stolen SIM card. My wife declined and canceled her phone and I will cancel my 3 kid's phones as soon as we can find another service. The supervisor had no problem with my wife canceling her phone. How do they stay in business with such shoddy customer service? The public needs to know that Customer Service at T-Mobile does not exist. We will tell everyone we know and meet of our terrible experience with T-Mobile and urge them not to consider the service.
Faron of San Jose CA (04/07/08)
I must say I had the worst experience with TMobile customer service in history. Please inform Consumers so this does not happen to them in the future.
I intinally had set up two payments to be debited from my account for only $48.24. One payment for $10 and the other for $38.14 to pay the full bill of $48.24. The first payment was to be debited on the 10th and the other on the 14th. I made the call on the 7th. So I decided to go the the store and just pay the total of the $48.24 in cash at the store and cancell the debits to my acct. I ask the customer service person to do so for me so I would not have to pay double for one bill.
Well I spoke to three people in customer care because There was $80 bucks in overdraft charges made to my bill. So the ball was dropped when I cancelled the debit charges on the 7th and physicall went into the store and made the full payment .
Well, the next months bill had a added charge for the $80 bucks, SO I called to tell them that I made the payment in person and that I ask the counter person to cancell the debit charges and she did not do this and both the customer service persons on customer care and their supervisors were the rudest persons I ever talked to and they said that they could not see in the system anyone noteing anything about cancelling the debits and it went through anyways and there was nothing they could do....I was so shocked that NO ONE was there to help me and all I got was that I needed to go to the Store and ask them.
TMobile gave me the worst customer experience I ever had and please inform consumers to be warned of these type of issues and if they ask for something to be done to write down everything and the persons name. I am cancelling my service and suggest to consumers to be warned of this companies performance is the worst in history.
Chris of Sandy OR (04/01/08)
In July 2007 I walked into a T-mobile branch looking to test the reception/range of their service. I live in an area with difficult reception. They told me I could try, without obligation and would only pay for the minutes used. I was never able to make a call and promptly returned and canceled the service within 7 days. Fast forward 9-months later. I get a bill for $4.38. NO BILL DESCRIPTION! No detail at all. I call the company and the woman told me it was for service I used. I explained how this was impossible because that was why I canceled the service within 7 days. I then asked her to give me the details of the call, which she couldn't do. Then I asked her why they billed me 9 months after the fact. I then said, quit wasting my time and remove this charge. She said that if I do not pay, it will affect my credit and they will send to collection. I asked to speak to a supervisor and she said, it might be a long while. Then it hung up!
Wasted an hour of my time and negative credit marks.
Paul of San Marcos TX (03/23/08)
I reported cell phone lost 2/27/08. Cust. Ser. Rep told me there were no long distance calls made on phone during the period my phone was missing. So I bought a new phone and renewed a contract for 2 yrs., $192+ for this. I got a bill in March showing calls I did not make and was told I had to pay for them even though I was told no calls were made. I would not have renewed with T-Mobile if they had not told me there were no calls I would have to pay for. They lied and they expected me to still pay.
I refuse to pay for their lies. It is possible they will report my refusal to pay to a credit bureau, which I will be forced to reputiate with my side of the story for non-payment.
John of Gardena CA (03/18/08)
I was a t-mobile customer since 2004. Since that time, I went back and forth with verizon wireless and t-mobile. About couple of months ago, I decided to switch services. I paid my early termination fees, plus my last bill of that month. Yet, I'm still getting billed over $300 each month. I found out that they were still billing me, with the termination fees.. I have called t-mobile numerous times to correct my billing statements, yet I don't think it's getting inside their heads, because they have not yet fixed my billing statements..
Being stressed out, with bogus billing statements!
Gaylen of Hickory NC (03/12/08)
My wife and I get text messaging charges, all outgoing, on our monthly bill.The run about $1.20 to $2.10 a month. I wrote three times and told T-Mobil we do not use or know how to use text messaging on our cell phones. Ms. McGee wrote back and said we sent these text messages, and basically called us liars. We are both retired and we are the only ones using our respective cell phones. The phone number we were suppose to have sent the messages to, was a generic T-Mobil number in Settle. T-Mobil cannot tell me how anyone else can access my cell phone, or where the message was sent, so they charge us and put down the number of their T-Mobil's messaging center. Who do I turn to now? How can they say Outgoing messages originate from the handset and therefore are billed accordingly when neither of us use the feature text messaging?
We are being charged each month for outgoing text messages that we do not make. We were called liars, as T-Mobil said we made the outgoing messages from our handset. We are very upset that they will do nothing, and calling us dishonest. If T-Mobil is doing this to thousands of customers, they can make a lot of money. Is this why they are doing it? I get no answers except that it is all our fault.
Ayman of Dearborn Hieghts MI (03/05/08)
I went into a t-mobile store with the intention of buying a phone for my sister, and the employee offered me a specific phone for a discounted price. After I had specifically told him that I didn't want tot extend my contract, he still went ahead and did it.
Nikki of Phoenix OR (03/05/08)
I dropped my plan in November because my husband had been laid off work. I called them to make sure it was done. They sent me a bill for the highest plan that I used to be on, charged me for December and shut my phone off the first week of that month. I called and requested an itemized statement so I knew where my money was going. They said they would send it out. It didn't show in 10 days. I then called and emailed. I requested the same thing. Again nothing. I have 10 emails and proof of numerous phone calls making one simply request so I could pay the bill and know where my money was going. Now they have sent it to collections.
I am overly stressed out because they say I owe them almost $1100 due to termination fees which is causing my sugar level to rise as I am a diabetic. It's causing my blood pressure to rise because I was trying to take care of the bill and they refused to fulfill a request I'm entitled to. I also have had to send my child to live with my parents due to the collection practices because I haven't been able to buy groceries for my family for over a month now.
Tuquita of Galveston TX (03/04/08)
I signed up for service using my debit card. I received the phones with in 48 hours; they were supposed to be activated upon arrival. They were not. I called in, and my payment mysteriously disappeared. I faxed in the account history to verify that they had taken a payment. Still my phone was disconnected in 3 days. It was turned back on, but still my payment was missing. Then I was charged $20.00 for reconnection fee. Service is deplorable. The customer care rep hung up before anything was resolved.
Miranda of New York NY (03/02/08)
I mislaid or had my TMobile cell phone stolen on the night of jan 20th 2008. I called TMobile to find out what I should do the next day, as soon as I couldn't locate it. I was told that deactivating the phone was the only option, and that if I did find the phone it would require a replacement sim card and I would lose all my contacts. I was unsure at that stage if I had actually lost it, or just mislaid it and I wanted to backtrack to see if I had left it in various locations. I tried calling it several times and no one answered so I assumed it was not found by anyone. After not finding it that day I called back on jan 22nd to suspend service. I have been an excellent customer for 8 years.
I just found out about all this and that my account has been suspended due to a past due (3 days) bill with $950 worth of calls to the middle east made continuously for those 2 days, the 21st and 22nd of jan. They suspended my account for nonpayment before I even knew I had this huge bill. I have rarely if ever used the phone for international calls. I called Tmobile and they told me I must pay the full bill, because I chose not to suspend even though I called to report it lost or stolen. I then asked why, if I had called to notify, that with the unusual flurry of activity that immediately followed, why they wouldn't have alerted me to this, as a credit card company does in these circumstances.
This is what I found in the terms and conditions of my contract: Lost or Stolen Phone. If your Phone is lost or stolen (Lost Phone) you will not be liable for unauthorized airtime charges incurred on the Lost Phone if you: (a) notify us immediately; (b) ask us to deactivate the Lost Phone; and (c) provide within 14 days any documentation we request, including a police report. I did notify them of the loss, but I did not ask them to deactivate. Must I pay this bill, even though clearly these were not calls made by an authorized user. I have spoken to 3 different representatives and they all say that there is nothing they can do, that I am fully accountable for all charges.
Linda of Black Diamond WA (03/01/08)
I've been a T-Mobile customer for about 8 or 9 years now. A year ago I added two phone lines to my plan. I signed up for them at a local Costco store. I was told that I must pay for the phones and activation, however when I send in the paperwork my T-Mobile bill would be credited for both the phones and activation. I was never given a credit. I complained to T-Mobile for over six months and they just told me I can't do anything about it. If I disconnected these two phone lines I would be charged $400.00 ($200.00 per line) because I have a contract. I told them I do not have a contract. A contract requires consideration for both parties and I never received any consideration. They get my service for two years and I get nothing - that is not a legal contract. Now, T-Mobile is telling me that my contract is with someone called Wireless Advocates in Seattle. T-Mobile said I accepted a two year contract so I'm stuck. I did not get anything in return so it is not a valid contract. T-Mobile said too bad. I'm stuck.
I said I would accept a refund of the activation charges and the cell phones (as they agreed on), or a refund of the activation charges and send me two more cell phones if that's easier for them. I just want something for my part of this contract. They said I get nothing. What can I do?
Claudia of West Covina CA (02/27/08)
I have a family plan with 2 phones and $10.00 for an additional phone that I added in December of 2007. I inquired about my bill. My contract is for $99.00 for 2000 minutes plus $10.00 a month for an extra phone and $9.99 for unlimited text messages--a total of approximately $118.99 dollars plus taxes. I don't know exactly how the % in tax is calculated and is added to my bill. The problem is that I inquired about it about my account balance three weeks ago, and I was given a balance due of $161.92, which was a bit high, but since I added the extra line, I thought that was the reason why. I when I talked to a representative I was told that. Then a week after I inquired about my balance again on line, and I noticed that the balance due was $223.46--a difference of $61.54. When I ask about where this $61.54 amount was coming from, no representative was able to explain it.
I believe I am being defrauded, and I don't know for how long I have been taken and paid these extra mysterious, hidden charges. I have been a T-Mobile customer for about four years. When I call and speak with a representative, I am given the wrong information all the time without fail. To date my current balance is $269.17--a difference of $45.92 added to my previous balance of $223.46. The $45.92 charge is a mystery to me, and it is a mystery to the T-Mobile representatives. Aren't service charges supposed to be included into the my family plan?
These mystery charges are causing me not to be able to make one payment at a time when my bill is due for payment. I am delinquent all the time. That is not good for me as I am trying to build up my credit.
Carmen of Bakersfield CA (02/27/08)
I had two phone lines with individual plans, one without a contract and the other one with 8 months remaining. When I called to cancel the line without a contract, they started to tell me how I could switch to family plan and save money. Then I told them that I will think about it and will call back, but I never agreed to go through with it. The next day I received a confirmation e-text about the changes to my contract. I called them and said that I didn't agree in getting a new contract; it had not even been 24 hrs. that the contract took effect, and they told me that they cannot change it. If I wanted to cancel it will be $200.00 for each line--when in the beginning I had contract for only one line. (It is a total of $400.00 for the cancellation fee.) I asked for the recording where I agreed to get the new plan, and they told me they didn't have it.
I get very upset every time I think it. After being a client for more than 3 years and having various accounts at the same time with them, now I have to pay this huge cell phone bill. I feel CHEATED.
Kathy of Alpharetta GA (02/25/08)
I ordered my T-mobile over the phone. They were running an offer. The ad was for unlimited text messaging. When I called they told me I would be best suited for My Favs. I had never had it, but they said it would save me money because all calls to these Favs were free. I asked if the plan included text messaging. I was told yes. I explained that was very important because my I had a bad experience with my previous service provider ATT. I have two teens, and TM is a critical feature.
I just got my first bill and was shocked at the 15 cents per text charges. I called to inquire, and they explained that I didn't order text messaging. I said I would never have switched without it. I switched to save money--not spend more. "I'm sorry," she said. "You didn't order it." I suggested they refer to the recording for training purposes to see if that was really the case. "Oh, we don't save those," she said. I asked, "So I have to pay $100 because you think I didn't order it?" She said I did or my service may be disrupted due to non payment.
First of all, I think charges for texting are bogus. It shouldn't go over the highest monthly fee for texting which is $19.99. How can they charge more than that, and why should they be able to keep it? It doesn't make any sense. I am fed up with phone companies.
Barbara of Chelmsford MA (02/25/08)
My bills have not reflected correct payments and I have been billed for services not received, i.e. a new phone. When I ask for detailed paper bill I am told this is a courtesy. And because I was not able to pay last bill in full and they would not work with me on partial payments. They have terminated my service and charged term fee and are threatening collections.
Elso of Miami FL (02/24/08)
I have a phone with T-mobile (2 lines) that I transfer to AT&T and a month later I receive a bill from t-mobile for 400 dollars, were thy say I was under contract. That happen a few months ago when I increase my use minutes from 400 to 700, but they never mentioned to me that I have to extended my contract, only pay more money monthly, not even a word about the contract. If I have been aware of that I would never transfer my account to other company, now I'm asking them for proof of this conversation. To make profit or take advantage from costumer, we need to do something to stop them .
This Crashed my credit.
Tom of Hudson OH (02/23/08)
I am currently in a dispute with T-Mobile about a termination fee on one of my three telephones, in which I use their service (family plan). I believe I do not owe a termination fee to T-Mobile. However, instead of getting angry and complaining, I am focusing my energy into successfully prevailing in small claims court. At the very least, I want to make sure that the T-Mobile machine has to send a paid corporate bulldog to court, where I am able to confront them in front of a judge, and probe their corporate games.
My Question: When taking the T-Mobile corporation to court, (I now live in OH) how do I locate the notified body in OH, where T-Mobile is registered, and where do I send my demand letter...or... is there a different method of notification, in OH? Please let me know. Thanks.
Irene of Philadelphia PA (02/21/08)
I would like to file a complaint against TMobile for false billing. Recently I had to get exchange for my old handset, which had been problematic almost from the time I received it. There was was a $100 charge added to my account because the TMobile representative I spoke with informed me that whoever examined my old phone had determined it to have sustained water damage. To my surprise, the Tmobile rep also told me that TMobile does not have any photographs nor does it have the original phone, therefore Tmobile cannot provide any solid proof, other than hearsay, to substantiate this charge. I find it unacceptable that TMobile is trying to impose a charge for something it cannot prove. THERE WAS NO WATER OR ANY OTHER LIQUID DAMAGE DONE TO MY PHONE during any time. It was NOT exposed to any liquid in any shape or form, nor was it exposed to steam or temperature changes. I took meticulous care of that phone, knowing very well how easily one can become damaged with misuse.
I had received it in July, so it may very well have been on the UPS truck for an extended time period and gotten a little overheated. When I received it originally, I was a bit concerned that there was a light pink rim around the white dot in the back of the phone, which most likely means that it was mishandled before I had received it. When I expressed my concern, the phone reps at TMobile assured me that it was a brand new phone in perfect working order. Somebody at TMobile or at the lab where the phone was sent had made a mistake in their diagnosis, and their policies apparently do not require that a customer be given directly substantiated proof for any replacement charges put on their account. I know that my phone could not have sustained any such damage, so I asked TMobile for solid physical proof that the phone I had sent them was damaged while in my possession, and they told me that they neither had the phone in their possession, nor could they provide me with photos of the circuitry in question.
I asked that TMobile IMMEDIATELY remove the $100 charge and/or any additional charges associated with the replacement. They keep sending me e-mails with a lot of semantics that do not reflect my question. I believe that this practice should be illegal, and I would like your agency to assist me in settling the matter.
$120 additional charges on my cell phone bill resulting from this situation.
Veronica of Flushing NY (02/19/08)
I got family plan account with T-mobile for me and my significant other. This past December 2007 my significant other had his phone stolen so I called the company to order a new phone and it ended up that I had to pay for the phone in full since they're saying I never got insurance on both phones. I agreed to pay the full amount of $97.99+tax. I finally received the phone almost two and a half weeks later and unfortunately the new phone was defected was not working, so just to make sure that I might be wrong I personally went to a T-mobile location and they confirmed me that the new phone not working.
I called T-mobile to let them know about the problem spoke to a man and explained what was happening. He said he will send me a new phone. I asked what I should do with the defected phone, he said to send it back. I mentioned to him that the package came with a recycle bag that if I should put the phone in it and send it, he responded yes why not. So I sent back the defected device. When I finally received my bill I was being charged for both phones - for the defected one that I sent and the device I received afterwards. I called back spoke to a lady she said she would have to send a request order form to the place where they receive the phones and that I should be getting a text stating that the phone was found and that a credit should be applied into my account. I never received a text.
I called back again again they game another confirmation number and to give it about a week and call back. I called back today 2/19/08 and the representative basically told me that the phone is not found and that I shouldn't have sent the devise in that return recycle bag because the phone is destroyed right away and that I was supposed to send directly to them, something I was never told. He started to tell me that the person That spoke to originally told me specifically how to send it and also that they advised that my contract will be extended for another year which is completely untrue. It seems to me so unreal that T-mobile has employees that lied when they put information in the computers about the conversations they had with the costumers. First of all I wouldn't accept an extension in my contract because I am leaving the country within a year and don't know for how long. T-mobile employees and policies really are a complete FIASCO. They lied and the way speak to the costumer basically that I had NO CHOICE but pay for the phone I had to sent back because it wasn't working. I asked to to speak to supervisor named chad. I asked him for his last name and he said that for security purposes he wasn't able to give me his |
