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T-Mobile Billing Disputes

Craig of Yuma, AZ September 28, 2008

Craig of Yuma AZ (09/28/08)
We recently lost our home,like a lot of people. My husband is totally disabled and we live on a fixed income. We depended on our cell phone service in the past since he was so ill- we felt we always needed a phone. Plus our oldest daughter lives in Louisiana (aka hurricane country)and recently went through Hurricane Gustav.Those things coupled with the fact that we could not afford a landline made the cell phone necessary.

After we lost our home we had to relocate in another state. I can only use the phone in our new digs if I stand right by one particular window- if I dont there is breaking up and dropped calls. Also since our move text messages are delayed by as much as 12 hours. Then there is the matter of the bill. We used every penny to relocate. I called T-Mobile to make payment arrangements. I got connected to financial care amd an hour later the bottom line was pay up by the 28th or get cut off.

Out of desperation my youngest daughter(who helped us move) suggested we visit the local T-Mobile store and see if human contact might help. The manager called was shocked that we had been treated this way and immediately called T-Mobile to plead our case. T-Moblie agreed to let us pay 20.00 on the 14th (we had to use a friends checking account- my daughter paid the friend the 20.00 and T-Mobile deducted it on the 14th). The remaining balance on 124.00 would have to be paid no later than the 27th. We told her we would have no money until the 30th-why couldn't T-Mobile wait 3 lousy days? She said they had already bent over backwards and they would not do more. Then we tried to impress on this woman that that account could not be used again and she said come back to the store on the 27th and she would call again and see if maybe they would change their minds.

Then something terrible happened. SHe became very concerned about why our bill was so high. She was downright indignant. And in that moment on ignorance we allowed her to change our plan to more minutes.THATS RIGHT. Now we have a new contract! No way out. To top it all off we went back on the 27th and she made the call. Of course nothing could be done and our cell service was slated to be cut off ASAP.

Also our new bill is over 250.00 and we will have to pay the past due plus 40.00 to reinstate our cell service. I hate this service and despise the way we have been treated. We've been kicked enough. Now we have no emergency phone - Ihope nothing happens to my husband or one of my kids. T-Mobile's busines practices are reprehensible.

The consequnces are unknown at this time except that we (the whole family)no longer has any peace of mind. MY husband illness is incurable and he is very ill. Also the T-Mobile store manager did not tell me that we now have a new contract due to the change she helpedus out with.

Monica of Cornwall Island, OTHER September 24, 2008

Monica of Cornwall Island OTHER (09/24/08)
I've been fighting and begging tmobile to shut my phone account off, because they have never been able to provide the service they promised and continue to charge me for. After a year, I finally got them to close my account, disregard the termination fee. but now they are demanding 126.00 for service that they never provided. they fully admit that they see they were never able to provide phone service to me since last year, and in the next breath demand money from me! some of the customer reps state they will remove the final bill because that is not right to charge me for service they never provided. then ultimately they always transfer me to some supervisor that demands money from me, refuses to even let me speak, then ends by telling me that their is no one else I can talk with and that they will continue billing me!

I've spent at least 80 hours on the phone with tmobile sales reps requesting them to correct the situation. The stress of being forced to pay for phone service that is never provided is incredible. the stress of spending so many hours, weeks, months, and over a year now on the phone begging tmobile to shut off a phone that they never provide service for, is horrific. I cant even think about the amount of my time that has been wasted with them, taking me away from my own work, causing undue financial losses to me in the way of outright theft and bullying from tmobile.

I've been bullied into sending a few thousand dollars for zero service in return. Now they are determined to give me a negative credit rating after all the money I was forced to send them, while suffering without phone service, and I literally received NOTHING in return for my hard-earned money. the greedy [reps] are trying to bully more money from me now!

Gabrielle of Philadelphia, PA September 24, 2008

Gabrielle of Philadelphia PA (09/24/08)
I set up a payment arrangment with T-mobile for 191 to come from my bank account on the 8th of August. I paid this arrangemnet in the store on the 6th of August. T-mobile charged 123 (which would not have been due until the 16th). I called to complain about the matter and they refused to retrun my money stating that they they have the right to charge my account beacuse technically they bill a month behind and I was only charged for services rendered. This is not what my contract with T-mobile authorizes them to do.

When handling this matter a representative fabricated information on my account to cover T-mobile's error. I have requested information concering this matter from Bank of America and my statements show that the supervisor did in fact admitt that T-mobile made an error which she later denied. I have recieved four phones from my insurance plan and they have all been defective T-mobile refuses to be liable for my defective phone and insist that I pay nearly three hundred dollars for a replacement phone. When my warranty was effective I could have recieved another phone without additional charges.

I called T-mobile several times to discover my options for a new phone under warranty. It was not until my warranty expired that I was informed of what my options really were. I am not the only person I know that has been dealing with these problems from T-mobile and I honestly believe that someone has to bring them to justice and make them accountable for their actions. I contacted the Corporate office of T-mobile and it seems that they care even less about the inconviences they cause for their customers.

I was unable to use my checking account for a month and had to wait for Bank of America to investigate the unauthorized transaction. Other service providers whom I conduct business with charged me late fees and returned check fees because T-mobile overdrew my account. I have also been paying for a year of service for a defective phone. Sometimes the phone randomly shuts off, or malfuctions in other ways. The only reason I have not terminated my contract with T-mobile and moved on to a better provider is because of termination fees.

Mary of Beaufort, SC September 22, 2008

Mary of Beaufort SC (09/22/08)
I was a suncom customer and my bill ranged from 140.-200. T mobile merged with sun com and my first bill is for 1,428/57. I have comtacted T mobile on 6 different dates. On 9/11 they admitted there were several people with incorrect bills and told me not to worry. Someone would call me back once the records all transfered/ No call came. I called back on 9/13 and on 9/20 and was told that I sent a payment of 1 penny on 9/12. Of course I did not send a penny payment. On 9/21 - the due date of the bill- I called back and was told there was nothing they could do. My account did not have detailed billing, so they can not access any of the 5479 minutes of phone calls I was being chaged for. They explained that they had no records of who or when the calls were made, yet I was to trust that they were my calls.

 I have asked to be placed in dispute and they told me they do not have such a thing. I have reported it the FCC, and hope to get action, but others need to be aware I am not sure how many minutes of calls I used in the course of a month. My son and I share minutes, and we both used an extreemly high amount in comparison with other months. We have never had a bill over 300.00, so this was quite a shock. I just wanted T mobile to produce a list of phone calls- who and when they were made. Then I could check for accuracy and if there was a conflict as I think there will be, credit my bill, but they refuse to produce such a statement and insist there is no problem.

Mary of New York City, NY September 22, 2008

Mary of New York City NY (09/22/08)
I'm being charged for calls not made on my phone. T-mobile says that I'm making call every minute to the same person. I'm also being charged for a long distance phone I did not make. I have been having problems with these phones for a long time. They keep trying to troubleshoot all the time but it's useless. I paid 15 dollars to have them sent back for replacements but received 2 more refurbished phone. I have been to 3 T-mobile authorized dealers and still the problem has not been fixed.

I'm 80 years old and I need my phone for emergencies. I've needed emergency assistance and had to use a neighbors phone because of these phones not working properly.

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