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T-Mobile Billing Disputes

Sergey of North Attleboro, MA September 22, 2008

Sergey of North Attleboro MA (09/22/08)
As I found out my October bill with T-Mobile consists of over 1500 in illegal activities. I am a theft victim, and the bill amount you are trying to collect is the result of fraudulent usage of my T-Mobile SIM card without my consent.

This summer my family traveled to Russia for vacation purposes. Prior to the trip, I called T-Mobile Customer Service and informed them that due to high calling rates we would not be using our SIM cards and I asked about unlocking codes to our cell phones. My wife left the USA on May 28. When she arrived to Russia, she replaced her T-Mobile SIM Card with a SIM Card of a local provider. Therefore, she didnt use her T-Mobile SIM Card in Russia at all, and, as a result, there were no activities on our bill in the period of June and July (till 31st, when SIM Card was stolen) of 2008. As we found out, our T-Mobile SIM Card was stolen at the end of July (31st).

I called T-Mobile Customer Service Representative when I arrived to New York from Russia on August 12 and suggested that our T-Mobile SIM Card was stolen. However, the representative responded that we could buy new card at any T-Mobile stores but did not check our account and did not inform us that there were strange activities. Upon checking my account myself I was surprised to see more than 1500 in charges. I do not understand why my account was not blocked by T-Mobile after charges started mounting at the speed of over 100 a day, even after July Bill!

Eva of Monsey, NY September 19, 2008

Eva of Monsey NY (09/19/08)
I called to renew a prepaid phone for 100 and to put it on my cc. After answering about 10 personal questions I drew the line at giving my ss#. So they transferred me to their 'verification' dept. and told me my credit card was not being approved. Knowing that it's a good cc I said how can that be? They told me to call the cc company. So I called the cc company and they told me that infact the charges were shown not only once but TWICE and that the 'disapproval' was not coming from them. So I called back t-mobile to let them know what the cc said and that they said the credit had been approved.

ONLY THEN did T-mobile make it clear to me that the 'non-approved' credit was coming from them! I asked Edward if Kari (the previous rep) knew this and he said yes, so she lied to me. So I called back the next day to try again and what do they do? After answering all kinds of personal questions and questions about information my bank has on me, they told me that they need to call my cc company to verify me. And how do they do this? They call your credit card company and stay on the line while you have to answer questions. how can I possibly answer that with Linda on the line (the girl from t-mobile) well, she went berserk on me....Yelling like a freakin' nut.

Where in the world does T-mobile get off treating customers as badly as they do? I am using a good credit card, that belongs to me and all I'm purchasing is a 100 worth of time and they're treating me like I'm some kind of crook and then I'm suppose to trust them with my bank info AND my mother's maiden name? That's after I gave them the verification code on the back of the credit card and the last 4 digits of my social. And they could see that the credit card was good.

All in all I spoke to 13 representatives and all of them in the U.S. (not in call centers in India) were VICIOUSLY rude to me.... I don't ever want to deal with them again. And [their] verification methods may protect you and your collections, but they DO NOT protect customers at all!

Was on the phone for 2.5 hours and it wasn't only that they wouldn't allow my purchase to go through, even though my credit card did go through, it was HOW they did it. They were truly vicious on the phone. All their reps scream and raise their voices on the phone! It's truly incredible.

Samuel of Belmont, CA September 17, 2008

Samuel of Belmont CA (09/17/08)
I signed up a two-year cell-phone contract with T-Mobile two years ago, according to the contract, I need to pay 200 early service cancellation fee, but the Contract does not define in any where as to what exactly the meaning of early cancellation. At the end of two-year contract, I shopped for another cell phone of cause, I happened to bought a cell phone which service is provided by AT&T, the Sale Rep. (AT&T and T-Mobile Sale Rep) did not explain to me that the switch is consider as service cancellation, he actually told me that I now have two phones to use and they both share the same phone number.

And now I received the bill from T-Mobile that fine me 200 for early service cancellation. But I have never cancelled the T-Mobile service, I did pay up to the last month of the two-year contract. I strongly believe this is absolutely unfair and it is a trap to take money from us consumers. I tried to explain to the T-Mobile Rep. but she refuse to listen and insist that the 200 fine is justified. Please let me know what to do to fight off this unfair charge. Thank you.

I would be 200 out of my pocket and I do not have this kind of money to throw away.

Amber of Mesa, AZ September 13, 2008

Amber of Mesa AZ (09/13/08)
I have had T-Mobile cell phone service since 2003, never missed an on-time payment. When my boyfriend moved 40 miles away over two years ago, he was unable to get service on the T-Mobile phone at his house. We telephoned T-Mobile a number of times and were told differently each time -- 'yes, they are putting up a new tower' and 'we have four bars in Queen Creek' and 'you probably just need a new phone' and 'don't get an I-phone, we have a better one coming out really soon'.

The last two or three times I called, I specifically asked if my contract was up and was told that it was, and I am on a month-to month plan. On September 1, we switched to Verizon (FYI no coverage issues anymore)and today I get a bill for the disconnect fee of 200!

I called and spoke to Veronica who was nice enough to listen to me complain for quite some time. She admitted that she didn't know exactly what was said in my previous calls to Customer Care and Tech Support, but said that in their notes she didn't show anything specifically about coverage issues. I am extremely upset because I was told MORE THAN ONCE that I would not be charged a disconnect fee. Also, they lied (and are still lying) to us about coverage in Queen Creek, AZ.

I requested that the 200 fee be reversed. Nobody was even willing to ALMOST reverse it. In fact, it is T-Mobile's policy to never reverse this. I also encouraged her to listen to recordings of my past phone calls -- which she said are on file, but only released if subpoenaed.

Vladimir of Brooklyn, NY September 13, 2008

Vladimir of Brooklyn NY (09/13/08)
I bought two same model phones Nokia 5310 eligible for 50 rebate from T-Mobile. I got rebate for one of them only. Rebate for the second phone is denied because like they said IMEI number of the second phone is not eligible for rebate. I am buying the phone eligible for rebate and after that they started talking about IMEI number? I think the company makes profit on issues like this. They should advertise on their website that they can select rebates on IMEI numbers basis.

I lost promissed 50 rebate.

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