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T-Mobile Billing Disputes

Toniann of Brooklyn, NY August 18, 2009

Not only do we have to pay over 200.00 dollars if we want to get out of our wireless cell phone contract, which charge outrageous taxes for everything. T-Mobile will now be charging 1.50 to receive a paper bill in the mail. What will all these companies try to get away with next?

Ching of Irvine, CA August 18, 2009

I am a t-mobile customer for 5 years, and couple months ago I received a phone call from T-Mobile, her name is Kelly who claimed she works for T-Mobile. She said she can send me two new phones for appreciating our loyalty to T-Mobile. I confirmed with her if there will be any changes to my existing plan or there is any service charge. She said no and all they want is just we can have two more years contract stick to the plan we had. She also confirm my personal information so I was sure she is from T-mobile.

However, just today I realize my monthly payment have been changed to double as I paid before (98 now, 49 before). I used on line customer service to find out what is going on then understand I agreed to upgrade my service. I was very disappointed and upset because I confirmed so many times with Kelly that there won't be anything added on.

I was thinking to cancel T-Mobile and change to other phone company. Scott H from on line agent helped me to clear out the problem and give me back my old plan. I really appreciate his great service. so I wanted to write to you and give my appreciation to Scott. Also I don't think it is right that any store agent can just reach client's information and trying to cheat the clients for getting new contracts.

Elizabeth of Lawrenceville, GA August 16, 2009

I had T-mobile individual service for 3 years. I decided to change to a family account. I tried the online ordering, but they were out of stock of any phone that I wanted. My requirements for a phone were free with the contract, 3G ability, and low SAR. I called sales, and was disconnected twice. On the third attempt, after about 30 minutes with the sales department, I was told that I need to talk to corporate sales, because I was part of a corporate account (why they didn't know this right away I don't know).

When I finally settled found a phone that "sort-of" fit my requirements, I place the order. The account would have my original phone, and two more lines. At the end of the order, the sales rep said- you will get an email in the next few hours to confirm this order. If you don't receive the email, please call back to check on the order. I thought that was odd, but I agreed. After six hours with no confirmation email, I called back. There was no history of any new order. I asked the rep what that meant, and he told me there was no order. So, I proceeded to spend more time starting to give him the full order again. This time, they did not have any more stock on the phone that I had ordered earlier. I said -you know, never mind. This is too much hassle, and I will go to another carrier.

Now, I have not been under contract with T-Mobile for about two years. He said ok, and we hung up the phone. The next day, I called AT&T and placed an order, and I also called T-Mobile to make sure the order was canceled. T-Mobile told me there were no orders open for me. Later that same day, I received a confirmation e-mail from T-Mobile that the phones from my order had shipped. This time, I called and emailed the corporate rep for my T-Mobile account.

Actually, I had emailed the corporate rep several times, and she was not really any help either, but at least she was sympathetic. The customer service rep said there was an order, and it was not canceled. I said I had called twice to hear there was no order, and I had emailed the account rep several times to be sure the order was canceled. The rep told me that I did not need to be rude. I informed her that I would be refusing the phones, and that she needed to cancel the order immediately. I refused the phones, and emailed the corporate rep as such.

At the end of their billing period, I then received a bill for 349.42, all of which was for service AFTER I had refused the phones, and canceled the order. They billed me for a full month of service on inactivated phones, and a 200.00 service cancellation fee, and activation fees for two new phones.

Gregory of Tracy, CA August 12, 2009

I have a five phone, two year contract with about 10 months left in the contract. My contract was set at a amount that was just recently raised by 6 a month. Also the most critical service I use for my business was just cancelled on me--6 way conference call. This change has devastated one of the most critical functions of my business. To add insult to injury, they want me to pay more than a 1000 to end my contract. I called the carrier immediately as soon as both changes were made (within 24 hours). I was given a run around with excuses like we can fix that and someone will call you back in 3 days or less.

They have since failed on every promise, and they now take the hardline of "write our legal department." They have succeeded to wear me down by wasting hours of my time, with dead end calls. Can consumers be bullied and cheated without a remedy? P.S. These changes were made without notifying me and giving me a chance to exit my contract. I told them on both changes that I want to exit my contract, and was denied.

David of Clovis, CA August 11, 2009

This concerns a wireless phone provider. I went to my T-Mobile web site. I read a paragraph that said in September they will be charging 1.50 on my bill if I do not switch to paperless billing. In other words they will be charging me to receive their bill in the mail. Is this fair and is it legal?

Zhuo of Columbia, MO August 11, 2009

I've been with T-Mobile for 5 year and felt very happy until this afternoon. On Aug 4th I called TMO and placed orders for 2 Nokia 6301 phones for upgrading purpose, because my current contract is expiring this August. Then I was told that I can track my orders online within 48 hours on UPS.com. But until today (Aug 10th), the orders still won't show up. So I called TMO again to verify the status. Their automatic tracking system says both orders are on back order, with no other details given. I went on to talk to a CSR to see if she could give me a specific date of when the orders will be shipped. After checking some information, the lady said there's no info regarding on the estimated shipping date. I then wanted to cancel these orders and place new ones - You have very a good reason to cancel an order that even the seller is not able to find out when it will be shipped, right?

I was transferred to another CSR of TMO's customer loyalty program. This second lady, however, told me that she can't guaranty the cancellation of my orders. I had no choice but to ask her to at least try first. So after being put on hold for about 20 minutes, this lady came back and said the best thing for me to do to cancel my orders, is to wait for the shipment and refuse the delivery. But she was still unable to tell me when the phones will be shipped!

I was really frustrated and said I wanted to terminate my contract. But the lady kept saying that I can only cancel it after I refuse the god knows where delivery. Isn't it ridiculous? You can't even cancel an order that has not been shipped! OK dear Customer, you are locked up with us until we ship the phones! And the good news is: the shipping date is UNKNOWN, or, FOREVER! Thanks very much dear TMO! Please will you ship the phones ASAP so that I can refuse the delivery and switch to whoever takes their customers seriously?

Monte of Hanna, OK August 6, 2009

My identity was stolen in 2007. I filed a police report and did everything I was suppost to. I call t-mobile to get there fraud packet. I filled it out. I gave them everything I need to. They still will not delete the account. I even got a letter from the collection company saying the account was closed do to identity fraud. They will not expect fed. logs that I have showing where I was at at the time of the account being open. I was no where near the state of NV. These logs are a legal binding doc. They will not even expect that. THis person went in to a t-mobile store and open the account with my info. I had no knowledge of it. This company is unprofessional and does not need to be dealing with the public or the goverment on any accounts.

DeShalla of Los Angeles, CA August 3, 2009

I had Tmobile service for myself and son. Due to the area I lived in,There was no good service,so I was able to get out of my contract with out any early termination fees. So my number was ported in to tmobile from AT&t. I had Tmobile from 6/28/08 to 8/13/08. I left and went back to At&t. until I was able to find a cellphone company who would covered the area on Oct 17,2000 I called Tmobile to do a Change of responsibility over in my son's name. After given the information to them and my son's exchanging his information with them for the service, I was told that I did not have anything else to do with the contract. I also told them to make sure because I did not want it in my name anymore and that I had ported my number back to at&t and was nolonger with tmobile.

So Back in May I received a collection letter from Pinnacle financial group stating that I owed the 2741.06 for tmobile. I told them it was fraud and I did not do this. I was shock to hear that they have my current number listed as the number who caused the 2741.06 charge. I told them doing the time the service was on during the time the bill was exceeding high. I was with a nother carrier, provided them with the dates, so they is no way my current number ran that bill up. I made a police report on fraud against my son and his friend. Fax it to them(Pennacle financila group) and they still continue to harrass me.

I also contacted tmobile about there mistake, and they are telling me that my son was suspose to tell me that the transfer did not go through, and I told them they should had call me also,I told them as well as many times, I did not want this service in my name anymore because I was not with them. they had a contact number to reach me for anything. I blame them just as much as my son. They did not even call and let me know that the crazy activities going on with the account like 11 phones were ordered could have been more, different services was ordered, during the two months I have them, nothing was done until after I did the change of responsibility. and they did not notify me.

Rick of El Paso, TX July 31, 2009

12 months ago I ordered "@home" with the understanding that I would pay for the "box" (80) and begin to incur monthly charges once activated. I haven't installed the box or activated because I was worried about voice quality. Now, I notice I've been charged the monthly fee of 13.26 ever since. I first spoke with Vicky, who sent me off to Dan (supposedly a customer loyalty retention person) to see if they could work things out. Before transferring Vicky said I could cancel without penalty. I also asked Vicky if I could cancel my entire plan (now a family plan) without penalty due to a newly announced increase in plan overage chargesm and she said "no", which is opposite what "Norman L" told me through their chat line last night.

Dan said I'd have to pay a 200 cancellation for the @Home line, and 800 to cancel my whole family plan. I asked him for an itemization of the costs and he said "what itemization?" that's the cost. He was mildly arrogant during our conversation and instead of consideration for being a customer for some 10 or more years Dan offered nothing. Nothing at all. After ten years with T-Mobile they could offer me a barge trip up the Nile and I would still be gone 11 short months for now.

Stacey of San Diego, CA July 27, 2009

I signed a 24 month contract. In order to cancel contract 14 months later, it will cost 200. The contract fee is not prorated until I have 6 months left on the contract. At that point the fee will be 100. I asked them politely to cancel the contract several times with no fee because I recieve poor wireless service. Also, when I traveled abroad to the United Kingdom, I was charged nearly 150 in roaming fees despite the fact I never answered a single phone call when there. I was charged this fee simply because my phone was turned on. When I submitted a formal complaint, T-Mobile said I was "lucky" that my email blackberry feature was not working because then I'd have to pay them more. So much for customer service!

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