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T-Mobile Billing Disputes

Elona of Lic, NY September 12, 2008

Elona of Lic NY (09/12/08)
I was in Miami airport and I lost my phone. As soon as I got on the plane I ralized that I had lost my phone.  I couldnt make any calls on the air- so I called as soon as I landed in NY to cancel the service. When I checked my bill online, I saw some extra charged made to my account. I called Tmobile to explain to them that someone who had found my phone, had used it to make international calls.

I asked to remove those charges from my account. However they did not help me at all, and told me that I was responsible for the charges. I was on a plane and there was no way I could call Tmobile to cancel my serive. I would like to remove 150 charge from my phone.

Jackeline of New York, NY September 12, 2008

Jackeline of New York NY (09/12/08)
I am currently a tmobile customer, they are my carrier. Just so happened to take a close look saw Usage Charges. I thought that it was some sort of taxes. After further investigation found out that this was for some third party charge for some service. I never signed up for it. I had tmobile blacklist me from predict a mobile and then had to call them to unsubscribe. I had gotten a text from them confirming the cancellation then a few hrs later the text messages started again.

The rep at Predict a mobile claimed I signed up for it when I clearly didn't. I know plenty of people that have had this happen to them. This is a scam and they must be stopped. I was getting a 14.99 monthly chg for something I did not sign up for.

Pam of Aurora, CO September 6, 2008

Pam of Aurora CO (09/06/08)
My daughter authorized a one time payment to T-Mobile from her checking account last month to pay the past due bill as I was unemployed and couldn't pay it. This month, T-Mobile decided that it was okay to take the money from her account again - WITHOUT her authorization, claiming that she set up a monthly payment on an account that isn't even in her name. They claim that they are good in doing so because of what was typed into the account notes by one of their representatives, claiming that they never make mistakes and that their representatives never lie. Further, they claim that the calls that are recorded for training purposes are not saved when all other phone companies that use these call center vendors do save all the calls - easy to do with todays high-storage technology and VoIP services that make recording and saving easier than making the phone call.

So not only did they cause the bank account of a person who is not their customer of record to be overdrawn, they refuse to do anything about it. We had to go to the bank to fill out paperwork to reverse the withdrawal and permanently keep them from ever accessing the account again. I had to ask for a manager over a dozen times before finally getting one, and was told that if I spoke to a manager that the deal they just offered of a credit for half of the overdraft charges would be withdrawn.

After being on hold for 10 minutes, Javier finally answered just to have my cell phone drop the call as Call Failed! Imagine that! He did call back, to his credit, just to tell me that escalating it to another manager would get me nowhere - I was SOL. There was no apology, no attempt to correct the action, and the topper - they wouldn't remove the autopayment from her account!

Even though she was not responsible for this account, and the bill is not in her name, T-Mobile hit her account for 270 when only 100 was in there. Her bank paid the bill because she was a good customer, but of course charged her overdraft fees, and then more overdraft fees followed because she used her account to pay for other items believing her money was there. So in addition to the 270 she didn't owe, and didn't have, there was an additional 90 in overdraft fees.

And as a 19 year old just starting to pay for a car and build her credit, the stress this caused her is indescribable - she had no gas money to get to work and was stressed over the fees and how she was going to pay her other bills. She wasted an entire morning at the bank trying to resolve the issue - and of course, the bank was not sympathetic because they've heard this story from so many customers that its become routine to them.

Michele of New York, NY September 5, 2008

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 September 4, 2008

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.

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