Complain about a product or service

T-Mobile Rate Disputes

John of San Diego, CA March 11, 2010

I recently tried to upgrade my t-mobile phone. I have been a customer in good standing for over 10 years. I asked why as an existing customer I have to pay 279 for a phone that new customers get for 179. I was immediately told by t-mobile that it was a Google issue and was transferred. The rep at Google says oh that is a t-mobile policy, let me transfer you back.

Again at t-mobile I am told that they have no control over the pricing (which has to be patently false since it depends on a contract with their company) I get transferred to a specialist who says to call Google. I suggest a 3way call to avoid the runaround, to which I am told that it is not possible. Obviously neither company want to take responsibility for a policy that involves BOTH companies.

Antonio of Hastings on Hudson, NY March 2, 2010

I have sign a contract for 24 months with T-mobile for a home Phone service called @Home, an Voice IP service, and I have Port in my 14 years old home phone number a account was created her. and a 10.00 monthly service fee for providing me a service, i have the service for over year now, My first complain= T-Mobile have change the cost of the monthly service from 9.99 to 14.99 with out even contact me about, that is not disclose in the contract I have sing; second complain T-mobile now it is not longer offering @Home services to new customers and many services like call waiting, call forwarding and the most important to me conference call, when I find out the price change and the most important service to me conference call is not longer available, I have not longer need for this service, I am a real estate professional on the nights and weekends I use my home phone at home office number and I do contact multiple people at the same time,

I have contact T-Mobile customer service many times trying to fix the issue, and they keep tell me that is nothing they can do. i was obligated to transfer my home service to a different provider who does have the services I need, Now T-Mobile has sent me a bill where a 200.00 (two hundred dollars) charges for early contract termination fee.

I believe a contract is a dual term of responsibility, theirs to provide me a service on contract disclosed and mine to pay for service provide for the time in contract disclosed. they not longer provide the service and even change the cost of the service with out information, so they broke the contract not me I try to have this issue fixed, but they don’t care about it, I have a business to care and I can accept this changes, I do want to T-Mobile reverse the termination fee and credit me back for the months I have paid 14.99 and not 9.99 what I have contracted their service for it

JILL of BOULDER, CO February 27, 2010

"FREE Upgrade" phone is really a deceptive advertisement used by every cell phone company. It's illegal to call it a Free Upgrade, when it isn't FREE at all. According to T-Mobile, at various times, I and my children are eligible for a Free Upgrade phone on our accounts. When we go to get these supposed Free Upgrades, we have found:

1. the free phones are usually of poorer quality than our existing phones, so is not an upgrade at all, but rather a downgrade; for the last upgrade, we opted to pay extra to get a better quality phone; 2. there is a charge for doing an upgrade. T-Mobile called it an Upgrade Fee, in the amount of 18. Other cell phone companies have a similar charge, though it's even more expensive than T-Mobile's fee, for their supposedly Free Upgrade; 3. we are charged sales tax, an unexpected tax, and shipping too on the Free Upgrade (shipping because the last one was not done inside a T-Mobile store).

So, we spent 80.27 on the most recent phone "Free Upgrade." 49.99 for the phone, 6.29 sales tax, 5.99 for shipping, and 18 for the Upgrade fee. The last phone cost us 19.47, done in 2009. This was sales tax on the phone plus the 18 Upgrade Fee. Obviously, this isn't a FREE Upgrade at all, if we have to pay an Upgrade Fee and sales tax.

Milerka of Bronx, NY February 3, 2010

On Jan 22,2010, I spoke to a T-mobile representative who reviewed my account and provided me the rates for texting, calling, retrieving messages from the Dominican Republic under their agreement with Orange. He congratulated me for having my international plan and protection plan and suggested minimum to no use of my G1 phone. I followed his intructions and barely used my phone. I made 5 calls, sent a few text messegange and tops 2or3 MMS.

I'm wrongfully being billed for international data usage in the dominican republic a total of 452.53. I explained to Manager and representative Patrick that during my stay outside the u.s my phone was not use for data. they indicated that if i sent MMS pictures that would be consider data usage and that i must research and google carrier Orange in the Dominican Republic to question. He explained that my G1 t-mobile phone has a 3megapixel camera which can generate a cost of an average of 15.00 per send. If that was so then, the amount of 452.53 its completely wrong. They refuse to help me, despite of my almost 4years or more with them. Manager, February 02, 2010 8:50pm or so refused to help me and told me basically that I must pay charges as is(correct or incorrect). I'm placing a complaint against T-mobile for customer mistreat and for unathorized charges/usage during my stay in Dominican Republic January 2010.

Gilda of Miami, FL January 2, 2010

On November 12 or 13, I received an unsolicited phone call from T-Mobile offering a new unit at the low cost of 19.26. They explained that due to my long period with them I was entitled to the offer as a valued customer. I do not have a contract and have not had a contract in the last 4 years. The new phone was a Model Samsung SGH-T639. I asked twice if this would lock me into a contract. They assured me this would not alter my "month by month" status. The acceptance of the unit will not lock-me to a yearly contract. Soon after the unit was mailed to me.

On December 22nd I called to clarify some charges on my invoice. They told me that I had signed a 2-year contract. I explained this was a mistake. According to the T-Mobile Customer Representastive, their records showed that I had signed a 2-year contract at a Retail Store. They could not change the specifications and that I had to deal directly with the store that had signed me up. They said not to be responsible for the actions of the T-mobile retail representative.

I was denied any help nor assitance on the matter. I had to deal dirrectly with the T-Mobile Representative listed on the contract.On the meantime I was under contract and it will stayed as is. They did share the following; The Representative who called was not a T-Mobile Representative. Was a Florida Wireless City Representative (Joe M. - store tel. number 305-356-), a third party sales agent. Therefore they were not responsible for it.

T-Mobile is very fast acting on the contract, yet very slow being responsible for the actions that gives them benefit. T-Moblle and Florida Wireless are acting unethically. Consequences: 1-Unsolicited 2 year contract based on false infromation. 2- Stress. I am 83 years old. If the representative is not calling from T-Mobile, he/she should say so. They did say twice, I was not locking myself into a 2 year contract. I never went to the store, nor signed a contract. I am ready to return the unit.

Yael of New York, NY December 22, 2009

I took a TMobile phone in september 08. I am not even going to go into their first lie about moving from a prepaid to a flex without changing numbers. Anyhow in June 2009 I get a phone call from TMobile telling me that I can have a 1 year contract, with the same plan, instead of a month to month contract. I ask what would be the advantage for me? The answer is as follows: - You will receive a 50 USD immediate credit to your account - You will have the same advantages as people on yearly contracts, including phone upgrades etc... - You won't have the flex contract fees.

After a month or two, not having received my 50 USD I call 611 (consumer service). I spend quite a long time on the phone being unhappy because I am told that this would be at the end of the one year not immediate. But you know what, after 1h nothing is moving I have to accept the fact that I just have been lied by a sale person.

Today (6months later), I went into a Tmobile store to upgrade my phone, which apparently I cannot do. Unhappy I talk to the guys about the sale person promisses, and he tells me that he never heard of such things (the proof is that my contract was changed on June 4th, not by the force of nature), and that I was plain stupid for doing it over the phone (humiliation 1, which was followed by a few more humiliating comments).

Coming home, pretty upset, I keep my head cool, talk to a consumer service person, describe the whole story and want her to tell me what I am entitled to, or why did I go to a one year committment for. It takes 20mn for her to understand. Then she tells me that she does not even see the 50 USD, nor the conversation with her colleague from a few months ago... I pass the state in which I was. I asked for the recording of the converstations with 611. You can't have those.

karen of columbia, SC November 25, 2009

well i have been a t-mobile customer since 2004 and right about now they have me under a lot of stress for something that one of their manger told me i change and put my sister and my two neice under the same plan and they told me it would be 133.00 a month for her bill and i put my sons and me under the same plan so our bill would be 213.00 a month now i have a customer service person calling me with a total differant story and i feel that what every was told to me from customer service it should go we didn't won't nothing change but putting my sister and my neice phones together and my sons and mine together no changes should be made and the person who i talk to said it wouldn't be no problem so i'm asking you to please check into this for me and also have them give their customer service people some kind of id number so customer can write it down and if a problem come up we could give that id number and they can go and talk with that person who we talk to.

Daniel of Cleveland Heights, OH November 23, 2009

I called to order the two phone family plan for free. then gave my information and the offer was 99.99 and 43.00 fee, they didn't tell me that was x's 2 and I called again after they tried to take over 250.00 from my account instead of 163.00 as was agreed upon. The changed the type of phone and plan...I insisted that I did not want to pay a dime over 163.00 and 99.99 a month and yet they took 183.00. I called again after they still would not process the order 4 days later, and some idiot from india or whereeve who couldn't order lunch in english gave me some double talk...and I 'thought' we had it clear I was not interested in spending any more money and two hours later T Mobile took another 20.00....and yet they still won't process my order wanting more and more information after taking my money....I can send copies of the emails sent to me.

Tammy of Forest Heights, MD October 26, 2009

In October 2008, I requested that messaging services be turned off on 2 of my 3 telephones (we will call them Phone B and C) in an effort to combat unsolicited pornographic spam that I was not only extremely offended by - I had to pay messaging fees for being spammed. I called back and was told that it was a billing error somewhere and they would open a help desk ticket and straighten out the bill.

The following Month, the same thing happened, and it happened for an entire year. Every month I would have to call them, explain the problem from the beginning, ask them to please fix it, ask them how much I actually owed, and then send them payment. This was extremely time consuming to say the least.

Well, a year later, my bill was finally accurate this month! NOW, phone A drops every call every 20 seconds. I called TMobile back again. I was told that it could be the phone. So, I purchased a new phone and that wasn't the problem. I called back again and they told me it could be the SIM chip so I took the new phone in and had a new chip installed. It still happened. I called back again and was told that they would check the signal in my area to see if it is a faulty tower. That makes absolutely no sense to me since the phone drops every call regardless of where it is in at least a 50 mile radius. The rep told me it really didn't make much sense to him either but that is what he is instructed to say.

Rena of Branford, CT October 13, 2009

I have been a customer of T-Mobile since 2003. I frequently called Guam from CT from April 2009 to July 2009 and was charged total about 1000, which I complained but paid. I do not believe that the charge was not fair and beleve that T-mobile misled me for following reasons. 1) When I called t-mobile regarding the bills, I was told that Guam calls were considered as an international calls. I have been made international calls uncountable times, so I know for sure that I have to dial a country code first. T-mobile web site actually tells you so as well. I, however, did not need to dial the country code to call Guam. i just needed to dial as I callded any other states. It led me to believe that I was making domestic calls. 2) Guam is part of the US like Puerto Rico. 3) T-mobile does not charge as an international call if I call Purto Rico. 4) One customer representative even told me that "671" was a country code. In fact "671" is an area code.

(I did not realize the charge because i was middle of moving and it was automatically charge to my credit card. I trid to access to "my tmobile" to check my account. I trid to receve a password which is supposdly sent to my phone as a text message. As I mention later my text message service was not working well that I could not receive a password.) I also have a text service which i paid 4.99 for 400 messages. I, however, could not use it 1/3 of the times. I called a customer service and technical support, but it was not fixed. By my not being able to use text message created problems. I happen to move to Guam that I really want to terminate the contruct without paying the penalty fee. I believe that it is at least t-mobile can do for me. I was, however, told that they could not help me.

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