Complain about a product or service

T-Mobile Billing Disputes

Irina of Brooklyn, NY June 29, 2009

I got my T-mobile bill with charges 9.99 (3 times) on my 14 year old daughter bill for some services subscription. They insist that person who made a subscription consented age of 18.No other check was done to verify this information. Now I am resposible for paying those charges.Also customer care representative refused to provide her employee id.

Unfortunately my daughter subscribed 3 other phones from our family with Zong,Funmobile, Flycell. After explaining them the situation I was offered a refunds. With GameOn the total charges are 29.97. Please advise what I can do! Thanks

JUAN of NEWARK, NJ June 29, 2009

I signed a contract for 129.00 dollars but every time I get my statement for mor than 300.00 dollars, I report them with BBB they can't help me, I really I do not what to do, I have a perfect credit and I do not want to damage for them.

Earnestine of Tuscaloosa, AL June 29, 2009

In the year 2006 and 2007, T-Mobile terminated my services within a one month period of my being able to collect my downpayment of 600.00 for each year. They terminated my contract knowingly that I had given them 600.00 for the past two years.

Whitney of Durham, NC June 28, 2009

I subscribed with t-Mobile at the end of last year but never really had any problems until i lost my phone at the beginning of this year. I reported my phone stolen and suspended the service. Then got sucked into buy a 350 upgrade phone that extended my contract to 2011 then wit i finally get the phone 3 weeks later it comes with out a Sims card call to activate the new phone and was told i had to visit the nearest store with in the next couple of days I went to getit I put my sims card the phone still didnt work when i called to activate it and the rep basically said i ran up my bill 1300 in international call to hondras I dont even speak spanish how could i have made calls if the line was suspened and reported stolen??????????

so for 3 whole months they give me the run around about a final price of the bill which now is 706 and turn me over to a debt collector I have the threat of my phone begin turned off and I am a college student 400 miles away from home now have two bills to pay 85/month to tmobile + 105 to the debt collector

Dawn of SAint Petersburg , FL June 25, 2009

They charge for minutes not according to the plan you have purchased. I can not get a customer service person to answer the phone nor email. This is the second time this has happened , they charge ,or use up minutes, after nine p.m. and weeeknds, and start racking up the bill with overages. They send you only the minutes and charges that start to incur after you have used up your minutes so there is no way to verify they are following your plan correctly. Otherwise you must go online to see how all your minutes were used prior to the additional charges.

The first time this happeend I had to talk with six representatives before they fixed the problem. MY contract ends this month and I want to end my bussiness with this company but can't get a response on what to do before they charge me for some other absurd miscommunicated charge.

Angela of Hometown, IL June 25, 2009

We were late on paying our cell phone bill by a few days. I used the automated service to pay our phone bill for the amt of 245.05. When asked if I wanted to pay the full amt I said "yes" (my error) as the full payment of 541.37 was taken from my checking acct. I realized within a few minutes that I made an error and contacted Tmobile right away. I was advised that the credit would take 1-3 business days.

I called again and was advised tmobile needed to speak to my husband (owner of acct) to credit. Again I was told 1-3 bus days. This was on a Friday so I figured by Tues we should have our credit. My husband called tmobile and was advised he needed to complete paperwork. Again 1-3 bus days. On Monday, (1st bus day), my husband called tmobile to be advised that again a new rep will take care of the credit as nothing has been done...again 1-3 bus days. My husband called again on Tues to be told that tmobile will credit the full amt of 541.37 and we can pay the 245.05 upon receiving credit. On Wed, called again, credit was given on tmobile bill for the full amt but no money in bank acct. In the meantime, due to this error our bank has charged us 225 in insufficient fees as we are waiting for the credit.

Today, Thur I called tmobile to find out that the rep on Fri processed a refund to go back to our acct for the over payment amt only which was declined by their cash dept (not sure why as the over payment amt isn't due until 7/11). The full amt was approved on Wed but nothing posted to my acct. I spoke to a supervisor who advised me that the rep processed an error by asking for the overpament refund instead of full credit and money should have been back in our bank acct by Tues (2 bus days later). When I asked if I woulod be compensated due to tmobile error I was put on hold.

When the supervisor returned to the phone the statement was the rep requested the overpayment error in hopes that the cash dept would credit the amount....all changed when I asked for compensation. I contacted my bank this morning and spoke to a rep from the ACH dpt who advised nothing is pending in my account for a deposit from tmobile. In the meantime, I had to borrow money to avoid anymore insufficient fees and have no money to pay bills or purchase groceries as tmobile has made an error (even though I admit I made an error by overpaying). I don't think this is fair to us as we have been with tmobile for over 5 yrs and treated like garbage the first time that they mess up. We cannot get out of the contract as we just renewed for 2 yrs on a 3 line contract. Our cost would be 600 to get our of the contract terms early.

I just don't think this is fair that we have to wait over a week to have our money returned due to an overpayment. The supervisor told me that even her mom did this at one time and she had her money within 2 days that this happens alot and people receive their money quickly. As the rep made the error I think they should be held accountable.

Chris of Lawrenceville, GA June 23, 2009

I've been a customer of T-Mobile for years and now it has come to a breaking point that I'm fed up with their insufficient coverage, increasing pricing and I'm sure that I'm not alone. So this blog is designed solely to get others who have similar experiences as mine and to collect those names and file a class action lawsuit against T-Mobile for breach of contract to give us the opportunity to leave for greener pastures.

I live in Lawrenceville, GA which is a suburb of Atlanta. It is located in Gwinnett county which is one of the largest and fastest growing counties in the U.S. It is heavily populated and my home in particular is within 2 miles of the major highway of I-85. This is not the boondocks or up in the mountains. During my years with T-Mobile I never had any issues which was why I stayed onboard. But something changed and now there are multiple dead zones in very heavy traffic areas along the highways and at my home. For me to take a call at my house, I either have to stand at the window at the front of my home or outside in my driveway. There are also major dead zones where calls get dropped along I-85 all throughout Gwinnett county including;

- I-85 North right at the 85/985 split for a 1 mile stretch - I-85 South just south of the Mall of Georgia exit (20) for 1 mile - I-85 North and South in 4 different locations between where 985 begins up to the Gainesville exit and all 4 of which are over 1 mile in length. - I-285 in multiple locations including near the Memorial Drive exit and 78, and many, many dead zones on the west side of 285.

This isn't even including all of the major dead zones just off of the highways. I personally feel that this is unacceptable, because T-Mobile claims that they have coverage in these areas and that is a misrepresentation of the truth and deceptive advertising.

When I called to see what the cost would be to cancel the contract, I was told 200. They do not pro-rate the cancellation fee like Verizon Wireless does. Actually, they do, but lucky me that they implemented it just after my contract started. How convenient for them. Additionally, with my prior allegiance to T-Mobile, I also opted for their At Home service where it only cost me 10 per month for home phone service which is a great deal. Come to find out that they will also charge you an additional 200 for that line, even though it rides over your cell phone line. So you're not canceling two lines, but they'll charge you 200 anyway, just because they can. Funny thing is that my contract expires in December of 2009, so I should just wait it out, right? Wrong. The home phone service is a contract also, so you will be charged 200 once you cancel your cell phone service, because it can't operate without one.

Their fix? Too bad, so sad. They offered that I upgrade my phone to one that operates off of a Wi-Fi signal when I'm in the house to increase my signal. You guessed it. They would require me to sign another 2 year contract to get it. Not even considering that it doesn't address the dead zones on the highways. They also offered to have some technicians comes out and check out the service at my home to verify that the signal is as I say it is. They said the signal is fine and they blame it on my foilage. I have 4 waist high bushes in front my home and one tree in the front yard. Meanwhile, if you go down my street in my neighborhood, there is either no signal at all for my entire street or at most one bar that it will struggle to hold onto if you're on a call.

So again, I'm sure that I'm not alone and I want everyone who is mad at T-Mobile for their breach of contract to send me your names and problems you're experiencing. I am going to organize a class action lawsuit for their breach of contract that has increased pricing on text fees, altered fees, altered their coverage areas which is explicitly addressed in the contracts. The increase in fees is supposedly allowed, but only if they inform you of those increases, which has never occurred. But it makes no difference because they won't let us out, so we're forced to take legal action and that's what we'll do.

keith of chicago, IL June 22, 2009

The new Tmobile web site has a glich in the system. When making a payment using an ATM/Debit card the system dosesn't give the cosumer a confirmation number. What the system did in my case informed that i could not make duplicate payments. So in turn i made another payment in a differnt amount. i got the same message after a third try i called tmobile and was informed that i had made 3 payments. The point I made to the supervisor was that the system never informed me of payment received and never generated a confirmation number.

James of Hartsville, SC June 20, 2009

I was with suncom when t mobile came in the picture. At first i didn't see that much of a change. Then my phone bill started to get these weird charges on it. I would call the customer service and they would inform me that there was a glitch in the system that was charging me an extra 80.00 and that the extra charge would be removed. The next bill came in and had the original 80.00 still on there plus another 80.00. I called again. Got the same explanation. Then my service was suspended due to a past due amount.

I called them and paid the "past due amount". I called back a few days later concerning another issue and was told that i still owed them more money! Then i see calls on my bill to vietnam and the phillipines! I refused to pay any and all charges and switched my service to at&t. I got a call from t mobile's collection people today. I told them that i was disputing all charges. I called the senior vice president of customer service for t mobile and left her a messege. I called the collection agency back and requested a collection disput form. I will do i can to not give t mobile another dime of my money. I encourge all who are with t mobile to review their bills throughly or better yet switch to at&t.

Peter of Wahiawa, HI June 19, 2009

Spouse talking with customer service from T-Mobile for 4 1/2 hours recieving a complete run around. I will send a formal complaint with Washington State Attorney General,and main office in Washington state and the FCC for the unsatisfactory service she has recieved from T-mobile. We have alot of staff ID numbers. I have lived in Washington State since 1978.

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