Complain about a product or service

T-Mobile Rate Disputes

Nicole of Manassas VA (04/01/08)
I was experiencing overages on plan and called to inquire if I could switch to another plan that would eliminate overages, or an increase in plan minutes. I was coerced into a plan by this particular representative, and she assured me that I would not experience overages. The following billing cycle, I had charges of 87 for roaming charges that were not disclosed to me in writing or verbally. The plan I was switched to by the rep was a local plan with roaming, so the minutes were increased but only included the coverage area of my surrounding areas. I had asked several times to please send information about the plan in writing, but never received anything! I then called T-Mobile customer service when I received the bill, and I talked to a rep that assured me the charges of 87 would be credited to my account, and he switched me back to my original plan upon my request. I waited for 2 bill cycles, and did not receive the credit. This is fraudulent activity, and coercion by T-Mobile. I have requested a credit for this activity and they have refused now 3 times to cooperate.

Kim of Santa Rosa, CA February 10, 2008

Kim of Santa Rosa CA (02/10/08)
I have been a customer with T-mobile for about 4 years. When I first got my phone I had a plan that included nights and weekends for free. After the first two years my contract expired and I got an outrageous bill. I called the customer service and they told me that I never had nights and weekends and that this bill was valid. Well I had since moved and lost all of my bills (for everything, not just T-Mobile), so I had no proof. I had to pay the bill and they changed my service plan. About a month ago I upgraded to a new blackberry phone. When I did the upgrade over the internet I had two options, 1: to pay 200 and extend my contract or 2: I could pay and extra 100 and not have my contract extended. I chose to pay the extra 100 and not have my contract extended. I also chose the option to make payments on the 300 phone. I was told to call once my bill was due to make the payment arrangements.

I have called and their idea of payment arrangements is to pay today and the rest within two weeks. I am not sure what kind of payment arrangement this is. The rep was extremely unhelpful and said that if not paid my phone and my daughter's phone would be disconnected until I pay it. I then asked when does my contract expire because I don't want to do business with this company anymore? He told me not for another year. At this point I was furious. I asked him why did I choose to pay an extra 100 not to have my contract extended if they were going to extend it anyway? All he could say was all contracts are extended with new phones or upgrades. I said that is not what I chose when I ordered the phone. And he continued to say the same thing over and over, if you can't go ahead and make a payment your service will be disconnected and your this call will be ended. So I asked for another person to help me. He just kept saying the same thing. I was so frustrated I just hung up. This is the most awful company I have ever had to deal with and I will NOT pay this bill and I will take my business elsewhere. I do not think it is right for these people to treat their customers in such a manner because they feel that we NEED their service. What has this world come to?

I will now have to go to another service provider. And have a negative credit rating.

Michael of Whittier, CA March 3, 2007

Michael of Whittier CA (03/03/07)
I called the 800 number to inquire about upgrade to another phone and was quoted a price. I advised the representative that I needed the phone quickly he advised me that I could go to any T-mobile location and pick up a phone there for the same offer maybe even a better one, I drove to the store and when I arrived I was given a totally different price than what was quoted me. I called customer service and was told sorry we cant offer you what the previous rep had offered.

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