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Cj of Tarpon Springs, FL (08/26/08)
We have five (5) cell phones and none of them work in our house except at the front door and in the driveway. We have numerous dropped and failed calls. Over and over again.
T-Mobile stated that they are only providing a service and it wasn't their problem if we couldn't get service where we want it. I told him then they are not providing any services we can use. I stated we would try turning off all five cells phones and request five new phones if this does not work the first week of September. I already know that this will not work but we are going to try it for ten days.
I do not think we should have to pay cancellation fees for this.
Polly of Downers Grove IL (08/19/08)
I signed a two year contract in July 2008 based off of a map of coverage. When I tried to use my phone in an area that was supposed to have coverage - there is NO coverage. The map and three employees at T-Mobile ensured me there was coverage in that area.
I asked to change my contract down to one year giving them the benefit of the doubt and wanting to wait one year to see if coverage increased. NO ONE at T-Mobile can help me. I spent 1 1/2 hours on the phone trying to get through to someone and received the same story. I noticed many complaints on-line for promised coverage for this company and they also didn't receive their coverage. Now I want out of the contract completely because of false information that they provided when signing up for the service.
I cannot use my phone in this area. This is something they said I would have when I signed the contract. I am stuck in a two year contract that will cost me $200 to get out of for a phone that I cannot use in this area.
Harvey of Indian Harbour Beach FL (08/18/08)
Unable to call anyone for the entire day. Have plenty of time left on my phone, but not get on the net
Alison of Akron OH (07/15/08)
After over one year of lack of service problems and dropped calls I was unable to get any assistance on the situation. Finally in May one representative suggested I try a new phone, which I did and did not solve the issue. I called and returned the phone on May 22, 2008.
May 22, 2008: Spoke with Roxanne P. who told me there was no service at my address, had me send a fax with confirmation number and suggested I cancel my service without an early termination fee and that her supervisor Cesar would waive that. July 7, 2008: After receiving phone calls and mail on an almost daily basis that I owe 200 dollars, I called and spoke with Shirley at T-mobile who said they never received the fax but there was no service showing at my address so she would take care of it right away.
July 14, 2007: Continued to receive mail and phone calls saying they would send me to collections. Spoke with T-mobile rep, Edelia, who said they did receive the fax but service was showing at my address so they cannot waive the fee. Asked to speak with supervisor, was very rude and said the supervisor would call back within the hour. Never received a phone call back.
Lea of Rio Rancho NM (07/10/08)
I got my phone in Feb, 2008, and signed up for the my faves plan. One of the #'s I added to my plan was my mothers, which is in the southeastern part of the state of NM and in the 575 area code switch over. My phone would not recognize the 575 #, as I live in the 505 area, so every time she called me or I called her, it subtracted minutes from my plan. Every month until May, I was having to call a supervisor @ customer service & have bonus minutes added to my account, or I would have had overage fees.
Finally in May, they got the problem fixed. My phone now recognized the # as a my faves #, but now I owed them $132.46, all but $49 in overages!!! I still don't believe this bill is right, but with all the notations & tweaking they had done to my bill, I can't be sure.
May 17, I called and spoke to mark, told him about all the problems since Feb, & told him that T-mobile had not held up there end of the contract to provide me with the service I signed up for, so I wanted to cancel my service. He said all I owed was the $132.46, which I paid June 2. Here it is July 10th, & I recieve a bill from t-mobile saying I owe them $224.72!! I called customer service again, got hung up on once, and then was transferred to a supervisor that explained to me about the $200 early termination fee. She could not explain the $24.72. I told her she needed to find a way to get the $200 off of my bill; I cancelled my service because T-mobile could not hold up THEIR end of the contract by not providing me with the service I signed up for. I was hung up on AGAIN!! I had wanted to get this resolved through t-mobile, but why call only to be hung up on AGAIN.
By not getting this resolved, they will likely send me to a collection agency for the $200 that I will not pay, which will put a collection on my credit.
Cathi of Roscoe IL (07/08/08)
I have 4 cell phone lines on T-mobile. The contract on 2 of them is up Oct 2008 but I had to replace 2 of the phones and they have another year until Oct 2009.
We signed up initially in Florida and then moved here to IL. I work in Janesville where there is no T-mobile so I am always roaming and rarely get more than 2 bars. My kids go to their friends houses 5 or 10 miles away and they get NO SERVICE. Not even roaming. Just dead zones and they are the only one's who don't get service. So basically our cell phones have full bars at our residence and T-mobile keeps telling me that as long as we have full signal at our residence they don't have to waive the etf.
We can call each other in the house all we want but I can't reach my kids when they are at their friends house. How ridiculous. So much for being mobile! I have called several times to document my complaints and spent lots of time going through their worthless troubleshooting in hopes they just let me go. If I had just one or even 2 lines I would just pay and be done but 4 lines at $150 per line is more than I can afford. I even spoke to a supervisor but they still would not budge.
Emily of Sleepy Hollow NY (07/07/08)
I had been having trouble with my t-mobile wireless phone, so I phoned customer service and discussed my trouble. First, the rep. tells me to take the phone to a t-moble dealer and have the sims card checked. I did. no problem. He even programmed the phone for me. It worked for a few days and then it starting dropping my calls, and call failed retry again. I then called t-mobile again and explained the above story to the rep. she tell me to open the back of the phone and asks me what color is the dot on the back and I tell her white and she says ok no water damage, we will send you an excange phone and I said thank you.
I thought all was fine. I received the new phone and started having the same problems and this point I was so disgusted I didn't even bother to call back. I figured my contract was up and I would wait till Jan. 2009. When my 2/29/08-3/28/08 bill arrived I noticed a charge for $107.38. I questioned the rep. about the charge and she stated that my phone had water damage and that the technicians decided that. really, why wasn't I told this? How could my phone have water damage from my home to their office? Also,they said my phone was out of warranty?
After speaking to many reps. they finally told me to fax a letter to the complaint dept. I did and she writes be back with the same story. I must have called t-moble customer reps. more than 6 times including supervisors to no avail. They even added some other charges that I gathered my bills and no one could explain the extra charges. I even wrote a letter to their vice-president Brian Kirkpatrick that was on May 29,2008, no answer. On 5/25 my phone was suspended outgoing. I never requested to have my phone turned off.
On 6/21/08 I went to a t-mobile store and spoke to a gentleman who advised me to phone customer service because he couldn't help me they only sell phones.I was frustrated...The thought of calling customer service again made me sick. I borrowed a friends phone and I called customer service again and asked for a supervisor Ms. maryjean, goes on and on about how they don't won't to lose me as a customer but she can't help me. I say to her what do I have insurance for and pay $5.99 a month. She now tell me I should have contacted the insurance company. Why wasn't I told this before?
I have always paid my bills on time and I will pay m y present bill of $84.84. I asked her to waiver the $107.38 because I was never informed about the insurance, technicians and this is truly not right. Now, I received a collection notice for $434.84 I can't believe this. I don't even want t-mobile service any more because this is how they treat their customer. Please I need your help in this matter, Thank you,
Jessica of Kings Lynn OTHER (06/30/08)
no signal most of the time. taken tmobile over 6months to tell me im in a 'black spot', although they tell you in the shops and on the internet that my postcode has good strength signal. they repeat the same thing over and over again even though i told them that what they were saying was useless.
can't use my phone when i need to. im paying for a service which i am not provided with.
Justice of Perth Amboy NJ (06/28/08)
This morning I woke up, and noticed that I didnt have any data services available on my phone. So once again...(just like yesterday) I called T-mobile, and sat on the phone for 2 hours to find out whats going on. It seems like the pervious rep, who wasnt suppose to touch anything on the account excpet for one line...removed my data services off my line, again. This is the 3rd time they did this to me
I have a flex pay account, basically saying that I have to pay for my services in advance, and I can not remove or add any data features on my account, because it would conflict and the system wont take it. (ie..internet, text messaging). So i explained to the rep that I just made my payment of $175.00 for the month (i pay in advance) and I cant use the data features I just paid for? She told me yes basically, and that they do no issues refunds on flex pay accounts...and there moto is we stick together...sure when it comes to the customer money, there hands are very sticky!
Jennifer of New Braunfels TX (06/26/08)
T-Mobile shut off phone service to a large amount of customers today. I don't have the number as to how many. What I do know is happening with my phone. I received a letter a couple of months ago telling me that I roamed in excess and that they would be shutting off my service.
I called T-mobile the day I received the letter. I explained that I had moved back to Texas on Feb. 1 from Ohio and that I never roamed. The customer service rep said that he looked at my account and could see that I never roamed. He said that he would cancel the disconnect. I thought the problem was handled.
This morning when we tried to use the phone it wouldn't work. T-Mobile disconnected it. So I called this morning and was put on hold. I sat on hold for 38 min until their system hung up on me. Then I called back and was put on hold again, after 31 min I hung up. I called back again and they explained that Nationwide phone's had been shut off this morning and I would just have to hold.
I have now been on hold for another 40 min. I have been dealing with them for 2 hrs. I just thought that maybe you would be interested in this. For a company as big as T-mobile to decide that you roam to much and therefore they will shut off your phone, even though your contract says nothing about how much you can roam, seems very unprofessional. And them after they decide they have the right to do this, even though you have a contract, to not be prepared for the hundreds, possibly thousands of phone calls to come in, makes it even more unacceptable.
Two hours and counting of my time, unable to use my mobile phone, that I pay for
Anthony of Huntington NY (06/19/08)
7 months ago i got my daughter a sidekick and at the time of sale i was told by there sales man that the service my area was in the process of being upgraded well 7 months later still no service in my area including my daughters school and home and practically everywhere she goes so i am cancelling my contract early and they want to charge me a early termination fee of $200.00.
being that i was sold the phone under false pretenses by one of there AUTHORIZED retailers and as far as i am concerned they breached there contract by not supplying the service that i pay for every month. I have made complaints abouts this before and it is always the same excuse they are either updating or the network is down temporarily.
Carole of Greenwood IN (06/17/08)
Last Septemeber 2007 I decided to get a cell phone. I have two practices one in Greenwood, and one in Jasper, Indiana. I asked T-Mobile if they had service in Jasper they looked it up on the computer and said yes that they did.
When I went down to Jasper they was no service. I was really upset. I was lied to again. I called them immediatly and they said that they would boost the signal in that area and for the next 2 months I had service in Jasper. They the service dissappeared again. I have had no service in Jasper since November of 2007.
I am bound by a 2 year contract of which they do not care. They say they have service 1/2 mile into the town. There is no service from Bloomington, Ind on down. They have no service in, on or anywhere around the town. Something needs to be done and make these companies accountable.
Having to carry two cell phones, Distress from dealing with these companies.
R.a. of Cary NC (06/16/08)
On 12/18/2003 in Miami I went and purchased my first cell phone at a T-Mobile kiosk because I was moving (driving)to North Carolina and did not want to travel without communication. So I purchased their lowest cost Nokia phone at that time, (about $40.00). I asked the rep at the kiosk what would I do about the area code(305) once I got to NC? He informed me to call T-Mobile and have the area code change to suit my calls. There was no problem. Once in NC I called T-Mobile and was informed that they could not give me change of area code (to 919 or whatever) because they had no towers in NC. So what now? I asked. You can still use the phone but the calls in NC would be charged as out of area calls, I was informed. Meaning long distance. I told T-Mobile that that was not I was told by their rep at the Kiosk and that was the reason why I got the phone because of the arrangement that could be made to fit my need when I moved.
We went back and forth for two billing periods becacuse they would not let up. I told them this was not the service I purchased and was not happy about this. They did not delivered what I purchased and I wanted out of this mess. I was lied to and did not appreciate that. I had connected a phone in my apt. and did not use the phone and left it a zero balance. I paid whatever bill they sent me for two months, even calls that were not mine. After much dispute and calling back being furious informing them that I was aware of the long list of lawsuits they had about their rotten company. I would write a complaint myself.
Finally I got off this nightmare and was told that they would no longer hold me to this contract. They had no towers in NC and that all this would end. I never heard from them again. Now, in 2008 I get a collection notice from Mobile Solution for $400.00 because of interupted service when T-Mobile said they would take care of the issue because they had no towers. I was informed all would end and I was never contacted by ANYONE about this matter again. This company placed a for collection in 05/2004 with the credit bureau and I just found out about it May 2008! I am furious about this because my credit has always been impecable. right now my score is 671 becaue of this. When I moved to NC I had left my fowarding address and contact information that I still have proof of. But I never heard from this Mobile Solution.
I now have to have sleepless nights worrying about this company and what they will do to me and my credit. I have not been able to concentrate at work and have had terrible acid reflux and headaches. I am 58 years old and have always held up my end of the bargain with pride and clean credit. Even when unemployed for three years, I never ever paid a bill late. Please help.
Scott of Waddell AZ (06/11/08)
We have been having service issues with dropped calls, bad coverage, networking issues, etc anywhere near our home even though the TMobile map shows excellent coverage in the area. Phones will show two bars and drop calls. We are on famly plan with two different brands of phones and problems occur on both phones. Sometimes when you dial it will say Network Failure even though you have 2-3 bars.
TMobiles solution was to upgrade us to Wifi@Home option for an additional $10/each per month. They also made us upgrade our phones and after much arguing agreed to replace one for free and one for $100 (Blackberry). Then they wanted to extend contract for 2 years. Again - after much arguing it was determined that contract would stay the same. We received the two phones that were suppose to resolve our problems around May 10, 2008. And that is when it just became a total nightmare.
We have since spent hours upon hours on the phone with TMobile technical support, customer support and account specialists. We have had each phone replaced twice (3 phones each in a month) which each time resulted in numerous arguments and more calls because they always extend the contract when they do this. Anyhow, as of today we have exhausted over 60 hours of phone support, gone through 6 phones total and have phones that lock up constantly, hard freeze, don't work at home, etc. Multiple issues.
I called again today trying to find a solution. Every solution from TMobile involves me spending more money for a different phone and then them adding 2 years to my contract. I have tried eveyr possible persuasion to cancel my account and it seems that without exception they will not cancel a contract even when they cannot provide hardware or cell service.
I am paying $140/month for service that I cannot use. My option is to pay $480 to exit my contract.
Sandra of Covington GA (05/31/08)
Attn: Management I would like to commend one of your fine employees Augusta, at your Dogwood Dr. location in Conyers, GA. He made me feel like my business to T Mobile was the most important one in the world, while also letting the incoming customer know that someone would be right with them, to give them the same great service. Augusta is to be commended on great customer service. He cover every detail of all your plans to the letter. I have not receive such attentive since I came to Georgia. Please acknowledge your special employee in a great way.
Great Experience!
Carl of Augusta ME (05/22/08)
I received a letter from T-Mobile informing me that effective May 28, 2008 my account would be closed. This letter is a letter of Modification of Service which went on to inform me that the majority of my calls were outside the network. I have been a loyal customer of T-Mobile's for more than 4 years and throughout this time and several contracts my calling patterns have not changed and yet now with still 5 months left on my current contract the company has elected to end my account without first informing me of the issue or giving me options to resolve their issue.
After receiving the letter I contacted my local authorized T-Mobile store and was sold the Hot Spot @ Home feature which I was told by the representative would resolve the issue. I was also sold a WiFi phone which I needed to use the service and signed a two year extention to my contract.
Several days after I took the iniative to find a successful resolution to T-Mobile's issue and with an additional cost to me of $10.00 per month to my bill, I received a call from Customer Service asking me what I intended to do regarding the Modification of Service letter that I was sent. I explained the actions that I had taken and what I was told by the T-Mobile representative and that I was told my actions had resolved the issue. The customer service representative put me on hold to check my file and came back on the phone and told me the authorized representative at the local T-Mobile store should not have allowed me to modify the contract or add the Hot Spot @ Home feature and that my account was going to be closed on May 28th.
I have been a loyal customer who has always paid my bill on time, I have never had a dispute with any charges incurred nor have I ever violated the terms of my contract. Yet T-Mobile can breech my contract at will, yet if I was to try and get out of the contract I would face severe financial penalties. I was brought up that if you entered a contractual agreement you were committed to the terms of the contract and that so long as you paid your bills on time and didn't violate the terms of your agreement then you would receive the service which you have paid to receive.
On May 28, 2008 my three T-Mobile phones will be rendered useless. T-Mobile is the only phone that I have so I will be left without a way to call for help in the event of an emergency. I also sit on the State of Maine Health Commission which oversees the health plan for 40,000 covered lives. My T-Mobile number is the number my constituents have to contact me with issues regarding their health care. Although T-Mobile will waive early termination fees I will be forced to purchase a new phone with another carrier, pay activation fees, enter into a service plan which from the plans that I have researched will cost me more money to get the same service that I am currently paying through T-Mobile. I have sent a letter to the Legal Department of T-Mobile but after two plus weeks since the letter was sent have yet to receive a response.
Omaida of Florida City FL (05/15/08)
I have compained several times to T Mobile about the lack of service I get in my area and they have not solved anything, all they tell me is that there is coverage in my area even though I continue telling them I don't even get one bar on my phone, all my calls go into voice mail because the phone rings on some parts of the house only.
I got a new phone for my daughter and she has to go over 1 mile from her home to get a signal and now they tell her she would have to get a different phone, purchase some kind of equipment to go in the computer and pay an additional 10.00 to get her own tower, this is ridiculous I am paying for a service I do not get and if I want to cancel my contract is 200. per phone. I am fed up with T mobile transferring me to their technical department that does nothing for me.
I have requested to have a supervisor call me or to send a technician out to see for themselves that I do not get the signal they say I have and nothing gets done, BUT THEY SURELY ARE PROMPT IN TAKING THE MONEY OUT OF MY ACCOUNT THE 7TH OF EVERY MONTH. Thank you
Mary of Dearborn Heights MI (05/15/08)
I had service while in MI, but am dual-residenced also in TX. Had NO service in TX. Went to a T-Mobile dealer and was told that I was in the coverage area, but needed an upgrade to have use of my phone. I was told that it would not affect my status contractually, and that I had long passed the 2-year contract time. I had been a customer since Jan. 2003. I had surgery in TX, and needed to have use of my cell, and made that perfectly clear to T-Mobile. They showed me the coverage area on their computer, and it shows that I am within their range. My phone shows 4-5 bars signal, but reads Emergency Calls Only or No Network.
I filed a complaint with the company and had them do a mechanical check on the nearest tower. They said that it was working perfectly. I STILL had NO service! I called them on 5/12/08 to discontinue my dealings with them because they failed to deliver what they promised. The supervisor that I spoke with said that they don't guarantee that there won't be gaps in the coverage area and that I was within that area. I explained to her that it wasn't a gap, it was NO service at all. She refused to waive the $200 cancellation fee regardless of the facts. I said that I had been assured that I would not be held to a new contract and that I had already fulfilled my previous one. She said that by agreeing to upgrade-which I was forced to do because of lack of service-that I had agreed to extend my contract. I did no such thing.
I can't believe that they call this kind of treatment customer service! I had been an extremely loyal customer who paid on time, every month for over 5 years. I find this kind of business practice apalling and unfair.
5 months @ $55.85 with NO service $200 cancellation fee
Kathleen of Staten Island NY (05/15/08)
Informed T-Mobile of stolen laptop and hard drive containing my Social Security no., name, etc. Requested my SS # be taken off my T-Mobile account two times and request was refused.
Leaves me more vulnerable as identity theft victim.
Christopher of Ennis MT (04/30/08)
I have been a loyal T-Mobile customer since the fall of 2006. I have paid my bills either earlier than need or on time. Since being a customer with T-Mobile i have acquired credit with the company, they have also raised my credit score. Also in the fall of 2006 i moved to the State of Montana from Washington. I opened my own company that following spring and still have it.
On April 23, 2008 T-Mobile Send me a letter entitled SERVICE MODIFICATION SCHEDULED. Basically what this letter stated was that because a very high percentege of my calling was roaming off the T-Mobile network that they would be terminating my account as of May 28, 2008. In the letter it also stated that T-mobile would waive any cancellation fees associated with my account. But if i wanted to keep my number and moved to another carrier before May 28, 2008 i would be responsible for all charges prior to the cancellation date. Once i received this letter i called the T-Mobile off Number that was in my letter and explained to them that i had come out to Montana to Run a company, and that as of June 30th the company would be sold and i would be returning to Seattle in the Beginning of July. I asked if they could please waive this letter and explained to them how well of a customer i had been and if i was paying my bill why it would matter where i was. The person on the phone said that she was sorry but she could not do anything for me, and that my account would be terminated effective May 28, 2008.
With T-mobile Terminating my account my business will suffer greatly in the Month of June. I have a total of 5 Catering events in the amount of 300 people for each event. With the Termination of this account i will have to hurry and try to find another phone (most likely pre paid for that month) so that my clients & employees can reach. but for them to be able to reach me i have to spend time sending out mass e-mails to all family, friends, clients, and employees to make sure they know of this change. Also any business that i could have had in the month of June will now not happen because any business cards that are out are now Obsolete and i could potentially lose Thousands of dollars because people will not know how to reach me. So for T-mobile to Terminate my account will not only affect my personal life but will in fact possibly ruin my Business because people will not be able to reach me.
Anthony of Nutley NJ (04/28/08)
I have inconsistence service with my cell phone network, it is usually searching for network service half the time. I have decided I deserve better service for my money, so I'd like to cancel my contract with T-Mobile. However, I must pay $400.00 to disconnect my service. So I am stuck with two negative options. I have to pay to disconnect due to lack of service or continue to pay for bad service. Either way I am stuck with losing money. T-Mobile management told me there is nothing they can do about reception and that they cannot guarantee reception anywhere.
The consequences are I have to pay to disconnect or to continue to pay for bad service. So in the end they get there money and I still do not have a cell phone that I can rely on.
Raj of Portland OR (04/26/08)
I have been a customer since before 1993 and T-mobile has worked out fine for the most part. However, I started noticing problems around June of 2007. The most frustrating of the problems is the ongoing issue with incoming calls not coming through. Whenever I am at home, I get no calls from any of my callers instead, they get a no answer and if they leave a voice mail, my phone signals me.
I have also seen repeated dial-out errors like connection error or no network or connection failed etc. The signal bars on the phone are not steady but a lot of times the number of bars do not affect the call problems. I have had many long conversations with customer care without any resolution. They have made stupid suggestions like you need to power cycle your phone several times a day or replace your battery or change your CIM card or even the phone is outdated (they were still selling the phone). I did try all of these suggestions but as expected, nothing solved the problem. They claim that the signal quality is Good but my area is scheduled for an upgrade in the next 6 months. It is now more than 6 months and nothing has changed. So I am asking then to either fix the problem or release me from the contract. They refuse to do either.
Since I work from home and frequently on the road, it is crucial that people get in touch with me. A missed call could cost me a deal. I also have a child away from home and this is the most efficient way to be in touch. Besides this, I am paying $135 a month for a service that I am not getting. T-mobile claims that their service agreement does not guaranty service?? Go figure?
Ashley of Canton TX (04/23/08)
Well this is my cel phone company and since October when I opened my account and signed my 2 year contract I have had nothing but problems with them. It is always something... First it was my favorite 5's werent working so they decided they were going to give me 1000 extra minutes for that month, then for the next 2 months after that they had to do the same thing because they could not get it right on my plan.
Now I believe for the past 3 days I have been on the phone with them becasue they shut my phone off for not receiving a $76.60 payment on the day of 19apr08 of when my bill was due. I then proceeded to call them and supposedly they had restored my plan took all of the information as far as receipt number and proof of payment number and entered it in their computer. Well apparently they didn't do it beacuse the following morning at 6:50 a.m. I find myself on the phone with them again doing the same thing over.
I feel that my rights as a unsatisified customer would be to terminate my plan without having to pay a termination fee. So that night I called and spoke with a Supervisor by the name of Ed, who proceeded to tell me that there was nothing that he could do but note my account of the problems that I have had and see that things are fixed. My problem is that I want to terminate my plan without having to pay a termination fee, so how do I go about doing that or is that possible?
Greg of Peoria AZ (04/01/08)
I was a customer for over 4 years, but when we moved to arizona, the service was never working at or near our neighborhood. We called several times to complain, and then decided that we could still use the service when I'm working in the field, since I work in the field almost 100% of the day. Our original contract was long expired. But then, my job description changed and I spend most of the day at my home office. The service was no longer available when I needed it most. So I changed to Verizon. Now t-mobile is trying to charge me about $500 early termination. But the thing is, they claim that I renewed my contract. This is absolutely not true. I did call them once about 18 months previous and requested an increase in minutes per month for a higher monthly cost, which they did for me. They claim that was an automatic renewal of my contract for two years. I would have never agreed to such an outrageous and lopsided game they are playing.
They are calling my house several times a day, and at late evening times, and now collection agents are calling also. They have trashed my credit, and I never was a bad customer of theirs for four years. All I'm asking them to do is not ask me to pay for services I don't receive. What do I do before I have to take them to court and incur legal fees? Thanks for your help in advance.
Brian of Savannah GA (03/28/08)
After having the same T-mobile number for eight years, I lost my sim card while traveling in Brazil. The number is on a family plan and another member called to suspend my number while a new sim was reissued. T-mobile claims to have informed the family member that if the number is not reactivated within 30 days it is returned to the system for anyone to use. T-mobile did not inform of this or any other options to keep the number. Because I did not return from Brazil for 81 days and use my original number, it was given away. Now, someone has had a number for 8 days that I have had for 8 years.
I have lost my job because of lack of business contacts from the phone.
Trudi of Sandpoint ID (03/04/08)
In researching cell phone providers I was very specific in what I was looking for. The fact was, I was looking for a cell phone for my husband who worked in the back woods of Troy, Montana. I needed something with towers in that area. I was already aware that Verizon didn't get reception as that is the provider my husband uses for his work; I too had a cell phone and the perfect plan for where we live in Moscow. Having 3 school age children and I myself being diagnosed with cancer, it was imperitive that we find a company that he could get reception. I was told by a T-mobile representative that T-mobile was the only company with towers in the Troy, Montana area. That was my deciding factor in going with T-mobile. Unfortunately I found out later that this was not true; they in fact had no towers in that area. My husband had to drive 75 miles in order to call out or receive calls, but he didn't have to drive that far with his Verizon phone. I tried on several occasions to cancel the service but was told the same thing every time. Without a physical address for the Troy, Montana area we can't cancel the service. I informed them that there is no physical address for the remote areas in which my husband worked logging. That didn't seem to make a difference to them.
I stopped paying them due to the fact that the phone was of no use to my husband, and after 3 months they shut the phone off. After turning it off, T-mobile continued to tack on charges. The last time they doubled what they felt was owed. After being turned over for collection, I spoke to a woman with the collection department and agreed to let them deduct 3 months of charges from my checking account. I feel that T-mobiles' business practices are less then legitimate. When a consumer asks specific questions in order to make the right decisions, they expect the person who's representing the company to give honest answers. Had I not been told that T-mobile was the only cell phone provider with towers in the Troy Montana area, I certainly would not have attained their services. I feel this company and their representative acquired my business by using underhanded means and false representation. I feel they should be reprimanded by the FCC, and they should also be turned over to the Better Business Bureau for how they went about attaining me as a customer.
Tmobile has ruined my credit rating by constantly putting this alledged bill against me on my credit report.
Mark of Venice FL (02/06/08)
On Dec. 20, '07 I spoke to a customer service rep from T-Mobile about my poor service. He became argumentative, and I told him I had to go. He then sent me a threatening text message on my cell phone. I reported this to T-Mobile; they assured me it would be handled, but it was not. On Jan. 9, '08 I received another call from a T-Mobile manager who apologized and said this would never happen again, and the person who was supposedly fired in Dec. was going to be fired. He was not. On Jan. 10, '08 he (Nicolas is his name) sent me another threatening message. I have been contacted several times, and told this guy was fired and his line disconnected only to receive calls and messages again right after. Of course I called T-Mobile again. Since then they have been reluctant to tell me any information on this person's status and why they will not shut off his T-Mobile supplied phone from which he keeps harassing me. He has now started to call me instead of text messaging.
I have reported all incidents to the FCC. I am scared this man has all my personal information and access to my phones--my wife's and my 14 year old daughter's. T-Mobile is being evasive and will not help. Pease advise.
I have spent countless hours on the phone with T-mobile with no results--only lies from them. MY family and I live in fear this man may come to our house or worse. (He knows where we live and has all access to our personal information.) I now have to spend over 200.00 dollars to get new phones and transfer my service. FYI: I have no knowledge of this person other than the one time I called customer service, and he answered.
Patricia of St Louis MO (01/04/08)
On or about December 7, 2007 I received a call from a T-Mobile customer in Chicago, IL (David) that all my Blackberry (BB) e-mails and personal information were received on his Blackberry. I experienced problems with my new Blackberry 8800 from 12-3 to 12-6: unable to receive e-mails or data services. On my last call to T-Mobile (12:00 am 12/6), I spoke to BB technical Support who said that he reconfigured my device on the network. The next morning I still did not receive emails. However, I received the call from the customer in Chicago that he was on the phone with T-Mobile technical support, and that they definitely gave him my mobile number to call me which should be against policy.
Additionally, this is technically a form of ID theft since all my personal information was transferred to another person's BB. To-date T-mobile has not filed a formal complaint form with the appropriate management regarding this serious matter with the advertised "most secure device", the BB, since a large consumer base of both private and public organizations use this device.
ID Theft and approximately 7 days without BB T-mobile service.
Rebecca of Fairview NJ (12/27/07)
I moved outside of t-mobile coverage area in September of 2007. Outside in the street I have no coverage at all. I called several times to have a technician come down and check the service. Finally about two weeks ago, I was told by a representative that since their records show that there is a moderately high signal in my area, they won't send out a technician. I then requested to cancel the service because my elderly grandfather was diagnoised with cancer and it is vital that I be able to reach him and he be able to reach me. I was told again that their records show that there is a strong signal and they will not waive the early termination fee.
It is vital that for emergencies my grandfather be able to reach me. He will be undergoing treatment soon. I can not afford early termination fees for three line on top of medical expenses. ($600 early termination fees)
John of Diamond Bar CA (12/22/07)
I joined t-mobile in April of 2007; I have a business account, solely held by myself as the client. I also have a password on the account that I have been successfully using since the inception of the account. I am the only corporate officer and the signer on the Tmobile contracts/agreements. Today, I phoned and they told me that I am not authorized to discuss the account or follow up on open issues on the account because, as of Dec 5th, 2007, the FCC has put new regulations into effect. I asked for information on these regulations, but they were not able to elaborate on this. After speaking with 5 different T-mobile representatives, 4 out of 5 reps/supervisors told me that I need to FAX in a letter on company letterhead authorizing me to access the account. I phoned Cingular/ATT and they don't seem to be aware of any new regulation. As a matter of fact, Cingular said that if I have the password, they are fine with discussing the account. I searched for information on new FCC regulations, and I can't find anything regarding this.
So, I phoned in again, and the representative eluded to the idea that it was an FCC issue with only T-Mobile. I asked if they had notified me via mail, email, text message, etc. ,and ALL of the reps said that they did not and a few of the reps said that T-Mobile did not have time. I informed them that today was the 22nd of December, and they have had at least 17 days (from the 5th of December) to notify its clients. I told them that now, on a Saturday before a holiday, that I do not have access to letterhead, and I have no recourse of action. I told them that there has to be a reason why they did not use my contract to verify that I am the signer on the account. I went on to ask them if they EVEN HAVE my contract on file, and they said that they don't, to go to the store where I purchased everything. I am very interested in breaking my contract with T-Mobile, retaining my phone numbers, and moving back to Cingular/ATT. Any lawyers interested in counseling me on this?
No major monetary loss, or damage, besides turn around time (a week or two) and a lost hour or two in administration--but, I think this is sufficient to break the contract with t-mobile.
Vipan of Schaumburg IL (12/16/07)
I moved from Bolingbrook to Schaumburg on July 19-2007 and since then I have problems with T-mobile. I have two lines from T-Mobile but none of them work when I am at home. On 12-16-07, I called T-Mobile to cancel my phone services due to no coverage. It seems that no one is willing to make a decision because everybody wants to go by the rule book. I was told someone will come in my area to verify if I have coverage. When I explained that a RF Engineer needs to come inside my home with the receiver and GPS to make verify that I have no coverage, I was told that this is not going to happen. My concern is that the T-Mobile technician will collect the data which will not be valid to prove that I no coverage at my home, therefore, I will be forced to use T-Mobile until my contract is over.
I cannot do my business.
Steve of Colbert WA (12/05/07)
I have a service plan with T-mobile for my mother-in-law who is a disabled senior citizen. The telephone service with T-mobile is not reliable. Whenever she makes a call the call lasts only a few seconds before she loses service. We purchased this service for her and it does not work as calls are lost before she can tell us anything. We wish to cancel this service with T-mobile but they tell us we are on contract and there will be a $200.00 termination service. We would not cancel if the service was reliable. I do not think it fair for them to charge a fee when the service is not up to par and does not work properly.
They want a $200.00 fee to cancel. Our worry is if Mom has a problem and she can not contact us or someone else. Health is an issue and we need to know if there is a problem.
Brian of Atlanta GA (11/16/07)
On Sept 12th, a member of my family was deployed to the middle east. Prior to leaving, we contacted T-mobile asking the best way to be able to keep in touch. We were sold on Blackberrys and features such as international roaming etc... For an extra $40.00 a month, you can stay in touch 24/7 they claimed. Having been T-mobile customers for more than 5 years, we believed what we were told. Once he arrived, the service did not work. Numerous calls were made to customer care, our phone bill increasing daily, but assurances of service and credits to come. After two months, finally service was up and running. Upon contacting T-mobile about the promised credits, I was informed they make no such promises, nor do they guarantee service, signal, features etc... It has been a nightmare dealing with this company. They lie to you at every opportunity just to try to make you shut up and go away. I have filed complaints with the BBB, the FCC and the Attorney Generals office. I will not just shut up and go away. Today, they cut my service for not paying the items in dispute, although I paid my regular charges. This cut off my life line to a kid sitting in the desert. Upon contacting T-mobile and making threats of going to the newspapers, they restored my service for the time being.
I can not begin to describe the emotional distress this company has put me and my family through. Those of you who have sons or daughters serving in the middle east know how important it is to be in touch with them. You are there only source of support that helps them get through the day. Financially, my phone bill is usually less than $200 a month for multiple lines. It is now 10 times that amount.
Jayashankar of Parlin NJ (05/20/07)
Tmobile service in and around my area is not good and I have experienced many dropped call. Tmobile has responded they are aware of this problem and installing new service tower in the area in next 120 days, but they are unable to compensate customer for current problems inspite of the fact that customer is facing problem now. Tmobile wants to customer to suffer till new tower is installed. Also Customer representative do not want to record conversation as they were aware that they are doing mistake and aware that they can't do to improve service for another 6 months till they install new service tower in the area.
Alan of Stanwood WA (04/10/07)
T-Mobile insists that there is no way for them to block text messaging from our service, so I am on the hook for excess charges, whether or not the message is even read. I have called T-Mobile customer service repeatedly, asking that text messaging be blocked from my account, but have been told that they cannot do that.
Ten cents per message, whether it is read or not. Several of my son's friends use text messaging quite a bit, and even though he has told them not to send him messages, he still receives several a month.
John of OK (03/06/07)
I have had noting but trouble with the service. Dropped call after dropped call and no signal in an area that was supposed to be a good service area. They suggested new phones so they send me two. I am told they were free. I get 1 free and charged for the other. I had to call and argue to get it removed. Then they tell me I need a sim card and there will be no charge. Again I am charged.
I then told them I would pay my whole bill but pleaded with them to let me out of my contract. I am then told I will be sent to collections for $200.00 per line and sued if I don’t pay it. I pay $100.00 per month and have been a customer for three years and they could care less.
Terry of Hendersonville TN (03/06/07)
I approached T-mobile about weak and non-existent signals in, outside, and near my home and was told that the coverage map showed marginal coverage. Therefore, cancellation of my contract would require my payment of the ETF. If I move to an area where there is no coverage, I can get out of my contract, but if T-mobile stops providing a signal in my area; they seem to act as if I don't exist.
I've been a T-mobile customer for 8 years and expected more from their customer service department. The customer service reps are clueless and read from a script.
William of Calimesa CA (03/02/07)
I'm trying to switch carriers and T-Mobile is not releasing my number. They are asking for a PIN number and password from Net10. I bought $10.00 of airtime from T-mobile just to get a pin number which I never had before. I gave that PIN and Password to Net10 a week ago and still T-Mobile has not released my number. No use from a cell phone I bought nearly a month ago.
Shelly of West New York NJ (01/17/07)
Once moved to New jersey area, I have no signal in my residential area. On calling multiple times I was told that they see good signal in their system and their technicain informed them that its not that good signal in the area I live when he came to check the station. So I asked to terminate the contract and I was told no way as they are looking into improving the signal. So, now when I need to use the phone in any emergency while I am in my residential area, I CAN'T.
I have been told by T-mobile that they don't know how long would it take for them to fix the signal problem and until then I am hanging in air.... I am not sure how these companies get away with this kind of incompetency and bad customer service. Can someone help as I would have to pay $200 for terminating the service....
I was trying to call my husband (as we have family share plan) when I was in troublesome situation and was unable to get hold of him due to signal unavailability.
Rene of Riverside CA (01/03/07)
I have had a number of problems with T-Mobile. Mainly, I get so much loud static when making a call and the line begins to ring. Or, I'll be talking with someone and all of a sudden I and the caller hear that loud static. This happens frequently. I have purchased three different phones. Their agents tell me what they can't do instead of what they can do.
Sometimes I try and make a call and the phone screen just says "calling..." and stops. Additionally, many times I've received voicemails a day and a half late. This could definitely affect my small business. HELP!
Blaine of Surprise AZ (12/29/06)
My job moved me to the Phoenix AZ area in Jan 06. Almost immediately I began having problems. Dropped calls, phone not ringing, not receiving voicemail for days, and the list continues. After months of dealing with T-Mobile's "trouble shooting" processes, it was suggested I purchase a new phone. Let me say this wasn't suggested until a month after my phone's warranty expired. I trusted them and bought into that idea having to extend my contract for a year. The problems subsided for a short time and I'm now back to square one.
I'm currently in an email discussion with them through their website that gets more comical by the day. Each response received is from a different person and today's email from them was outrageous. There are misspelled words, grammatical errors, wrong info regarding my account, etc. Now that my new phone is under warranty there is no way it can be the phone because they don't want to discuss replacing it. When it was replaced on my dime that had to be the issue. They want me to "troubleshoot" some more. I have done all the troubleshooting I am going to do after dealing with these issues for almost a year.
If they cannot provide the service I am paying for why should I have to honor the contract? If I do have to pay it will be well worth it to be done with this company once and for all. I am crossing over from the dark side and ditching this company, enough is enough!
Jason of Longview, WA (10/17/06)
I switched to T-mobile and found I had no service at or near my home although I was on their coverage map. I was asked to try it for a few days to see.
After seven days without phone service I cancelled my contract and was refunded my money (6 months later). Now (1 1/2 years later) I received a notice from a collection agency asking me for $47.21 for activation fees. After several attempts to contact T-mobile, the answer I got was "T-mobile cannot access third party accounts and I must deal directly with the collection agency".
The collection agency insists I owe the debt. They have reported to the credit bureau and I have a negative mark on my credit report.
Michael of Tucson, AZ (08/04/06)
T-Mobile promises you will have coverage because they say it on their coverage map, but their coverage map is wrong. It highlights places that in reality have no coverage.
They are a great company, do not get me wrong, great people and a ton of minutes, the problem is - you can't use any of them because you never get a signal.
Try the 30-day return policy if you really want to try t-mobile. I'll bet my $200 cancellation fee that you will never get service and get frustrated just like me.
Heather of Whitefish, MT (06/05/06)
7 months ago we moved from Portland, OR to Whitefish, MT. When I called T-Mobile to get new local numbers for our cell phones I was told they did not provide service in our area and could not change our numbers. I asked to terminate our contract since they could not provide service but was told it would be a $200 charge per phone (we have 2 phones).
T-mobile claims we have network coverage with one of their partners and therefore they were still providing us with phone coverage. There are very few areas we have coverage, more often than not when someone calls they hear dead air, the phone never rings and it never goes to voice mail. Incoming calls go directly to voicemail or the caller receives a message that states the number has been disconnected. We can not make any outgoing calls on the phone. We simply have no coverage.
I have spent countless hours with technical service, nothing fixes the problem. We are paying for phones we can not use and our contract is not up until October. The problem is there is no network coverage in our area from T-mobile, yet they refuse to admit this.
Granville of Dallas, TX (04/12/06)
Tmobile recently switched their Voice Message (VM) program and with this switch came a glitch. The glitch doesn't allow me to access the VM System from any phone other than my cell phone itself. Tmobile acknowledges this glitch and says they are working on it, however have no timeline on when it will be completed. It has been this way for at least 1.5 months.
I have 35 days on my contract and they want me to pay $200 to break the contract, when in it is they who are not holding up their end of the Service. They admitted that an issue exits and have abated one month of charged for my trouble, but it of little help since I can't use the service.
Joe of Chambersburg, PA (04/08/06)
Since day one with my phone, I had very bad service. 12/28/05 to 03/25/06. I am at the edge of their coverage area, and I told them this, but they told me they were improving their service.
I run a delivery business and need this phone to contact my clients. The T-Mobile rep asked if my service is good at my home. I said "yes", but this is a MOBILE phone! I just can't use it at home all the time.
T-Mobile wants to charge me a $200 early termination fee and are threatening to send it to a collection agency.
Maria of Auburn WA (03/07/06)
I work in a Boeing facility and T-mobile service does not work in the building. t-mobile verified and there is coverage in the are. I am the primary emergency contact at my children school and I cannot be reached. My local phone is useless in an emergency if I am always gone in meetings and other buildings. I explained my issue and they asked me to pay $200 EACH (we have a family plan) in order to get out of the contract...unacceptable. Where should I complain? I tried the WA goverment and they said they do not deal with it.
Maria should write to her Congressional representative. It's Congress that decided to prohibit state regulation of cell phone service.
Rajiv of Tallahassee FL (02/18/06)
I have consistently had network problems with T-mobile at 2 places that matter the most to me- work and at home. At work, I can understand the issue of being inside a building at work, but when at home- a single family wooden home with minimal electrical interference, I barely have a signal. I have called the t-mobile customer service several times, everytime to be told that they can change my phone. I have walked thru numerous troubleshooting tips with their agents, even changed phones to other model.
Finally, I asked for an early termination of my contract and they refused to waive the $200 fee as their map shows good coverage in those areas. I did advise them that their coverage map needed to be revised as I was on the ground and was a first-hand victim of poor network service. I am so frustrated now that I have no choice but to resort to legal means. Granted I can pay the $200 per phone termination fee, but I am wanting to fight it as it is more about principles than money.
Peter of Bellerose NY (02/06/06)
I purchased a family plan with T-Mobile on 11/29/05. I have called 3 times for a bill, which I have yet to receive, as of 2/06/06. I also have called on 4 different occasions as to NO WIRELESS SERVICE available. I purchased these phones to keep up with my son. He can be standing next to me and the call will not go through, no service available. Each time I talked to T-Mobile, I wanted out of the contract and they said they could boost my signal and correct the problem. Now, I have gone past the alloted time to get out of the contract without a buyout of 200.00. They can not "boost" my service nor will they let me out of my contract. I keep getting billed 60.00 per month and have never had service. I may have made 10 phone calls in 3 months.
They have since disconnected my service for lack of payment, which I have never had a bill. I have spoken to customer representatives and supervisors to try and work out some type of compromise, they will give nothing except a 40.00 reconnect fee. I also found out that our contract was signed on 11/29 and T-Mobile shows it on 11/21 which also made it harder to cancel our contract. I do not mind paying my bills that I owe, but I have a real problem paying for a service that has not been provided, nor has a bill been sent. Please help resolve this problem. It is a small claim and would hate to waste tax payers money in court over this matter. I have also asked each time I talked to T-Mobile who I could speak to with their company that can make a better decision than the supervisors, and no one is available, just supervisors!
Carol of Bronx, NY (8/26/05):
My daughter purchased a "sidekick" from T-mobile at the end of May 2005. She also purchased a brand new E335 Samsung phone for me. She had a Sprint account and had to pay a $150 termination fee, but I had no termination fees.
From day one her Sidekick had very bad service in lower Manhattan where she works. She went back to T-Mobile three times and finally someone changed her settings and that helped some.
Meanwhile, I get no or very poor service almost everywhere. I cannot talk on the phone without dropping a call at least once. The network rejects calls. People try to call me and I get no missed call message. I called T-mobile service several times and the advice was to "turn the phone on and off several times a day".
I am so frustrated. Why should I have to pay $200 to terminate this T-Mobile contract? They gave me free minutes but I just want to be able to use my phone.
Tarah, South St Paul, MN (8/26/05):
We have had continual problems with our phone, a V300 Motorola. We were being charged outrageous overages (over $400.00) because my husband's phone wouldn't keep a call for more than 1-5 minutes at a time. We could not contact each other, or anyone else, because the phone kept disconnecting.
If we want to switch carriers it will cost $200.00 for each of us to cancel.
Craig of Houston (12/3/03):
My partner thought it would be nice if we went to pick out a phone for me at T Mobile. We looked around, and finally settled on the most expensive Palm Pilot they sold. (Pocket PC/cell phone) It sells for $399.99 (then and now) and is quite "the" phone! After we settled on a plan and paid the various taxes, we walked out spending roughly $550.00.
Now come the "problems". After fully charging my new cell, I noticed that I was receiving sporadic service depending on where I drove.(I live in Houston, land of cars and highway!) I thought nothing of it seeing that it was a "high priced" phone and surely it couldn't be defective. I arrived at my apartment and decided to call a friend and share my excitement of my new phone with them. As I dialed the number, I noticed that I was not getting any signal on the phone. I then went outside and still was getting a "zero" signal. I thought it odd that this phone wouldn't work at my house!(my friends would frequent my place on a regular basis, all using their cell phones without a problem!)
I immediately called T-Mobile and expressed my concern (of course this was after I waited for 45 minutes to finally reach a "live" voice.) The voice asked for my zip code, I gave it, she checked for "problems in the area", found none, and asked me if I lived in a "concrete-building". I told her "no", and she said that sometimes one will experience an "outage" from time to time. (Why didn't I just accept the "free" phone with my service plan, which by the way, seems to work EVERYWHERE in this country!)
She then told me that perhaps it was the Pocket PC itself causing the "problem". I suddenly became angry at the thought of my partner spending over $500.00 for the "perfect cell phone" for me. I awoke the very next morning to find the same "zero signal" on my phone. I drove to work (luckily for me I live and work in a 5-mile radius!) and within a mile of my house, my phone started to catch a signal! I called my partner to share the joy of my phone finally working and just as quickly, my phone went-out. I was in my company's parking lot(no garage, just an open parking area) trying to re-dial with no results.
I work and live near the center of downtown Houston. On the T Mobile map it shows a huge radius around "downtown" where coverage is optimal. After that, the area of at least 20 miles is "covered."
I sent my phone back 09-2003, in exchange for a new one. Upon receiving my new phone, I noticed some of the same problems as before.(weak signals) When I called T Mobile, they told me everything was fine in my area. I have just recently moved and now I find that I cannot use my phone indoors. I can only get a signal once I get on the freeway (3 miles from where I live) And seeing that my phone does not work at the office either, who needs a cell phone that only works when you're driving?
I expressed my interest in cancelling my subscription and was told that there would be a $200 "breach of contract" charge if I did cancel. I have no idea as to why I should have to pay for a problematic phone when I could go elsewhere and assuredly find one that does the basic things like grabs a signal!
Lesa of Livonia MI (11/21/03):
I have been overcharged for bad service by T-Mobile. I feel that I am being taken advantage of by T-Mobile. Back in Sept 2003 I verbally entered a 1 year contract with T-Mobile with the understanding that I would have improved service. In the past I have had poor signal in my home area which T-Mobile knew about and gave me credits for including a phone upgrade at the start of a new contract in Sept 2003.
Since than I have had the worse service and even worse no help from T-Mobile to correct it. I was billed last month $351 ironically right after speaking to several CSR with T-Mobile about a service problem in my area. I was told it would be corrected. It has been 3 months and it still has not been corrected. I have been trying to work things out but the bottom line is money. they want their money for services I did not receive.
I have a 3000 anytime minute plan that I had over a year and in the whole time I never even went over 2500 mins. I have emailed them and call everyday to report drop calls, cross talk, no service, busy signals, incoming calls to voicemail, network freezes, non connections, phone interruptions when on a call, etc. I am getting nowhere with the CSR's at T-Mobile, they all give me different stories on why I'm having these problems.
Fausto of Westerly RI (11/20/03):
I was a customer of T-Mobile for about 3 months. From the get go I had problems with their service. I can't tell you how many dropped calls I would get. I finally had enough of them and called to cancel my service. They told me I had to pay a cancellation fee of $200. I told them I would pay them for the last month of service but not the cancellation fee. Why should I pay them a cancellation fee when they did not live up to the agreement (I agreed to pay for a cell phone service that actually worked). They didn't provide this, so they were actually in breach.
I have since moved on to Sprint, which I absolutely love. They always take care of me when there is a problem (which is rarely). So now T-Mobile sent my account to "Bay Area Collection 866-671-9438". They call my sprint phone at least once a day (wasting my air time) asking me to call them. I don't even know how they got my new sprint number. I called them back finally and they said they would not waive the cancellation fee and they threatened to notify the credit reporting agency.
Unless Fausto wants to go to court, he should pay the disputed amount.
Gabriel of Manassas VA (11/19/03):
I started wireless phone service with T-Mobile in May 2003. From the very beginning, I have had numerous problems with T-Mobile. I am very unsatisfied, very frustrated and very disappointed with your service. I rely heavily on my phone for business and personal use. My T-Mobile service consistently drops my calls and it is extremely unreliable. I have the family plan. But what good is that family plan if I have to use a land line phone to call my wife because I can’t get a signal?
If my wife is out shopping, she sometimes has to use a pay phone to contact me because half the time T-Mobile will not work in the Manassas Area. This presents a huge problem since I LIVE in the Manassas area. I understand that sometimes cell phones will not work inside the house or inside buildings. But it is very unfortunate when the cell phones don’t work outside of the home. I have tried to contact customer service about the poor coverage. They told me that I am actually located in an “excellent “ coverage area. I would hate to see what a “average” coverage area would be like.
T-Mobile is starting to be a big joke in the Manassas area. Some of my friends have T-Mobile and they just stopped paying their bill because of the poor coverage. They switched to At&t which even works in the basements of houses. I can’t get T-Mobile to work outside my house! I don’t think it’s fair that T-Mobile is charging for such poor service. If my phone works only 40% of the time, shouldn’t I only pay 40% of the bill? To top it off, T-Mobile wants to charge a termination fee for canceling the account. People wouldn’t want to cancel the account if they had decent service. What can be done about this? Anything?
This issue needs to be addressed. People rely on cell phones. I have to call my job if they page me. I need to call my babysitter if I’m on the road running late. My wife had a flat tire one week ago off of Interstate 66 and could not make a phone call. We have cell phones in case of emergency. T-Mobile’s service has proven to be useless in most cases. From phone to billing to coverage issues, I have spent many hours on the phone with Customer Service trying to resolve the many different disputes I have. I have never had some many complications with a cell phone company or any other creditor.
Robert of Oyster Bay NY (11/13/03):
I live in an area without cell phone coverage. Since the cell phone works 15 minutes outside of my residence, Tmobile would not cancel my service, but instead offered bonus minutes to compensate for lost calls, voice mail, etc.
- 8/18/03 Called to cancel the service due to no coverage. Was advised by rep. to not cancel since there are plans to erect new towers throughout the year, and was given 407 bonus minutes which did not expire. Was also told to keep calling back every month to request bonus minutes to offset poor coverage.
- 10/29/03 Called to verify amount of bonus minutes since I’ve been sick and working out of my home (no coverage). Was told by rep. there was 342 minutes left, with no expiration date.
- 11/13/03 Received a bill for $186.33, due to plan overage charges. Called to see why bonus minutes were not applied. Was told that although previous T-Mobile reps. gave incorrect information, supervisor would not remove overage charges.
Requested New York address for filing civil proceeding, and given NM address. I would respectfully request you investigate this matter and correct these improper charges. If it cannot be resolved, I would like to request a copy of the account memo/notes to be sent to me, along with a service address for court papers.
Anne of Bay Shore NY (11/6/03):
I purchased a T-mobile plan last July, 2003. My problem is that my calls are continously dropped or ended. I then must make another call which 90% of the time is also dropped. When I purchased the plan, my area was in the "excellent service area." When I have called T-mobile to complain they have told me that there are many calls in from other customers from my area who report poor service. My first call with was three months ago, I was told they would send technicans to the area to try to correct the problem. However, there has been no change in the terrible service.
Tracey of Metairie LA (9/10/02):
I signed a contract for one year for 3000 anytime minutes for 49.99. I then dropped my long distance plan at home planning to use my cell phone for long distance. I had a 72-hour window to try out the phone and return it if necessary. I tried it out in my den and at my deck, and it seemed to work fine. After a few days people began telling me that they had been trying to reach me and getting a busy signal. I also realized that if I were to move around at all, even the slightest motion of my head, the voice on the phone would break up and I would have to repeat myself. I tried to cancel, but was told I would have to pay the $200.00 termination fee.
I spoke to a representative and his supervisor, and they said that I had the 72 hours to try it out. There are several places that my phone simply doesn't work that I didn't have the chance to visit in that 72 hours, like on my way to school. Basically, the service is there about 70% of the time and it is crackly all of the time. The supervisor told me that they don't guarantee service IN BUILDINGS!! And, that I live in a covered area, so I shouldn't have any problems. Well, I do! She also asked me if I had a lot of trees around my house.
The only consequence thus far is that I am stuck with a horrible, sometimes useless cell phone for a year and a lot of frustration. Or I could just pay the termination fee and I would be out $200.00. I have thorough reviewed my contract and there is no disclaimer releasing them of providing service in buildings. However, there is a waiver of both express and implied warranty, ON THE BACK OF THE CONTRACT. I didn't think you could waive an implied warranty of fitness.
I am in law school, my mother is an attorney licensed to practice in Louisiana and we have discussed the possibility of a class action lawsuit. I would never have signed the contract if I would have known that on the back it basically said "If it doesn't work, that's too bad." I see it as a breach of contract that they cannot provide me with service, but they say that they waive all warranties and don't guarantee service in buildings. I think it is safe to assume that a reasonable person would think that coverage area includes indoors! Please contact me if you have any ideas, or if there's anything else I can do.
There are laws, Napoleonic and otherwise, and then there are the laws of physics. Cell phones are radios and radios don't work as well in buildings as they do outside -- and they don't work when surrounded by heavy foliage.
James of Pekin IN (2/1/03):
I bought into all the Voicestream hype about coverage. I was promised the phone would work in my zip area. After receiving the phone, I found that it worked nowhere in my zip. In fact, I must drive at least 20 miles from the zip area to catch a decent signal. Also, I was never contacted about my contract expiring. We went on using the phone and they racked up our charges before notifying us about the contract.
We obtained the phone for emergencies and convenience because my wife drives a dangerous and desolate road to work. Several times she needed to contact me and was unable to do so. Also, the huge bill I have hanging over my head is causing me worry and is making me really upset that a company can pull this kind of tactic and basically get away with it. I estimate I had approximately 25% usage of the phone since it did not work where promised. I replaced this with a Verizon, and it works as promised. Why can't T-Mobile just be honest?
A follow-up from James:
I filed a complaint against Voicestream with you. I must say I am very
impressed with your service. It was less than a week when I received
an e-mail from Voicestream stating that after investigation, they
would cancel my final bill, which was almost $200.00. It was totally
because of your site that this occurred. They felt the pressure and
knew they were wrong. I feel Voicestream acted correctly by taking care of this. I hope they do the
same for others. I now have renewed my Verizon, and it works
flawlessly and they were great to work with on the new phones. Thank
you again for helping those with no voice.
We're not sure we can take credit for this, but we're glad it worked out.
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