Complain about a product or service

T-Mobile Rate Disputes

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.

Kristina of Alexandria, VA October 13, 2009

I want to complain about T-mobile's policies and fees for international calling. I recently went on a trip to the Bahamas. Since I knew the fees for international calling, roaming, etc. would be different I decided to call and find out. I spoke to a friendly, seemed to be knowledgable gentleman, who told me that calls would be about 2.99 a minute. Any internet use would be about 15.00 a kilo-byte. So I decided I would not use my phone for internet at all.

I made one call that was about 11 minutes and two other calls that were about 4 minutes. No internet, no texting, no checking voicemails. My bill was 200 higher than normal. Of course I was staring at the computer wondering wtf. When I called the girl on the phone had a lot of trouble even figuring out where the charges came from. She said I was charged 2.99 for each time someone called and left a voicemail. I was also charged anytime I had an email.

Basically I was doomed because the phone was on. I didn't even have to be using it or doing anything. They graciously credited me for some of the voicemail calls and half of the internet, even though I didn't use any. They acted like they were doing me a favor. I told them that when I called to get prior information before traveling I was not told of these other possible charges. Oh well, doesn't matter.

Moral of the story, TURN YOUR PHONE OFF. If you have to make a call, turn on the phone for that and then turn it off. It's draining your bank account just by being there. Use a payphone, it might be cheaper. Don't even think about internet. The T-mobile people are nice enough on the phone, but they pretty much act like the don't care.

geraldine of marietta, GA September 28, 2009

T-MOBILE changed my rate plan without my permission. I was told one amount I have been paying for a year now. The contract is for 2 years. The amount included text messages of 400. One day I tried to text and I called and was told they took the text off and in order to get it back I had to pay 10.00 out of my bank immediately. And then receive a lesser amount of 300 text per cycle. I refuse to pay the 10.00 and they refuse to put the text back on my phone. I asked how could they change the plan without my permission and no warning.

casemiro of jersey city, NJ September 26, 2009

On 09-26-09 I placed a call to tmobile to upgrade a line and spoke to 2 different wireless representives who were not helpful and both were very deceitful. I purchased a cell phone line on oct 31st 2007 and it has already been 22 months for a full upgrade and they told me I will have to wait another 4 months there nothing they will do. One customer representive told me my upgrade was use on another line back in feb-march 2008 but I only had the line for 6 months, how can I have gotten a full upgrade?

The second repsentive said I used it when I purchased an extra line back in oct 2008 so how can I be getting a upgrade in 4 months. I tell u because they feel they are bigger than any law created by goverment or the people that live within its states. Its a shame that this corporation can do whatever they feel to make us feel insignifigant and feeble while they pay fines up to 300,000,its similar to me buying hot dogs for my friends. You don't care cause you don't think twice about it. And you know you can don't it whenever you feel. These are just one of those times that i am glad we have religion,remember there is only one being that is truly above us all and you(t-mobile USA)will never be above that. You may have got over on me,but its over its over.

Michael of Cliffside Park, NJ September 16, 2009

The G1 Phone that I bought from them was preset from the manufacturer to roam (internet data) all the time as needed. I was not informed by any means and not even in the contract that it will be the case. I went to Canada for a night without the knowledge that the phone was continously connected to the internet on a roaming basis. Spoke with costumer service representative and gave 25% discount and that's the maximum that they could give, if I won't take the "one time offer" at the time of conversation, it won't be offered again and I would need to pay the full amount.

Debbie of bloomington, MN September 9, 2009

We have had a wireless family plan with T Mobile for at least 5 years, with 3 phones on the plan. Last week my daughter (one of the 3 phones) left for UWLaCrosse. Her phone coverage/usage in LaCrosse is almost non existent as they do not have coverage in that area. T Mobile admits this and does have a policy that a person can get out of a contract if there is no service in the area they reside. Even though we are on one family plan, my husband/myself are over our contract coverage date, but my daughter'over 200 out to get outside help over and above Lenovos (none help] and still have a computer that does not work the way it was to have worked when I bought it. This contract does not come up for renewal until May 2010.

We want to cancel her contract and get on another competitor's family plan that would have coverage for her in LaCrosse. The problem lies with the proof of residency my daughter must provide to get out of her contract. She must provide one of these three items and no other identification will be accepted by T Mobile. 1.) Drivers License with new address 2.) Voters Registration card 3.) Utility bill with her name and address on it.

MN has reciprocity with WI colleges, drivers licenses are not required to be changed. She not a resident of WI, so voters registration would not be changed and she is in a college dorm. There are no utilities for her to pay (thank God, college itself is expensive enough). I have provided proof to T Mobile of her residence, with a college letter head stating her name, address, and dorm room #, also her college ID. They will only accept one of the 3 above and that is it.

While speaking to a manager, she hung up on me(on 9/8/09). The fee for breaking the contract early is 200.00. The college does not provide phone service to the dorm rooms, so my daughter's cell phone is her only life line for 9-1-1, etc. Can you help us with this issue of identification? T Mobile will no longer even discuss this with us. We would lose 200. for breaking the contract of the wireless, or if keeping the phone, there would be little coverage and possibly have a emg/911 call not go through when need be.

Justin of Fort Lauderdale, FL August 25, 2009

I went into at t-mobile store to inquire about having the internet feature added to my phone. I was then told a new web connect stick had just been launched and I would get faster connection. After being asked how much I used the internet, I was told that the 5 gig offered is more than what I use. Despite the high costo of 65.00 a month, I decided to give it a try. The first two months went well, but he cost of 65.00 a month was getting too costly for me giving how little I was online. I then called customer service to request that the internet feature be adding to my phone since that was only 24.00 a month instead of 65.00.

I was planning then to terminat the web connect stick which cost 65.00 a month and pay the early termination fee in installments. An entire two weeks later after I had the internet feature installed on the telephone, I was called and told that I had gone overthe 5 gig for the previous month and I now owe 500.00 and though i was only one week into the new cycle, I owe 300.00 plus 200.00 for the early termination fee. I was threaten that though my cell phone was no longer under contract, it's service will be interupted unless I make arrangement to pay that amount for the web connect stick even though that as a separate and new contract from my cell phone. I live alone, so there is no question of whether someone else could have been using the internet in my absence. I did not used the internrt anymore in the last two months that I did the previous two months. So I did not understand why I owed that much. And beside they only alerted me suppose over usage after I had the internet feature added to my phone and was planning to terminate the web connect stick early.

Timothy of Indianapolis, IN August 23, 2009

I signed up for a contract with T mobile. They are now giving me very terrible customer service, and virtually ignoring me basically. My only recourse is to pay them 200 dollars to get out of this contract. Something has to be done about these cell phone contracts because companies like T-Mobile abuse the contracts. Granted they do give you a 14 day buyer's remorse period to sever the contract, but 14 days is not long enough to realize that you've been had. One needs 90 days.

Anyway, the way the industry is, at least how I've experienced it with T-Mobile, their is no incentive on their part to give you good customer service, and the real incentive is con gaming you into these contracts, lying to you, giving you the run around, and giving you b.s. once they have you in their clutches. Customer loyalty should not be based on threat and loss due to "contract", but rather on good customer service.

I basically want a phone that will alert me when I have a voice mail or missed call. They said there is no such phone that will do that, except a black berry which would be a 400 dollar upgrade. Every other plan I have ever had, the free, cheap phone would alert you if someone called you. On top of that, the bill came, and there was all kinds of hidden fees. They charged for roaming but disguised it as "long distance and local charges."

Fair enough, if they are going to rook me, then they are not living up to their end of the contract as far as customer satisfaction goes, and therefore the contract is void. Also, the sales person at the kiosk lied, misled, and misrepresented a lot of other things. And why not? The whole goal of the game is to get you to sign the contract, not to give you customer satisfaction.

Raj of Tucker, GA July 20, 2009

I have been with T-mobile customer since 2004, I am happy with service and I am still bound with their contact till end of this year. any time some small changes I make in service they renew my contract. I even ask then to make sure that I am not bound with contract they say, OK no contract. later few month i find myself with contract. I have been using Prepay Tmoble for several years, I added that line into my existing Tmobile service they told me no contract since it is tmobile, but i find my self locket till end of year, I am getting tired with this type of missbehaive many times in the past as well. Do I need to find good lawyer for this problem??? Please some one help me understand this situation. Thanks in advance,

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