T Mobile
Tmobile, T-mobile, Deutsche Telecom BAIT and Switch tactics by Tmobile, Lying customer service, Bad UMA WIFI service Los Angeles

I only bought the T-mobile service because a friend recommended the UMA WIFI service that only Tmobile provided. However, after using it for a while, I got astronomical usage charges because it was supposed to automatically default to UMA and off of the Tmobile network when in range of a WIFI site and guess what, it didn't. I spent approximately 20 cumulative hours with tech support, billing, "customer service" and they were unable to help. The only thing they said was that "occasionally the routers become incompatible"!!! What if I told them that "occasionally" I don't want to pay the bill when they don't provide the service that they are selling and not supporting?
After filing a complaint with the FCC and others, I received a call from Ralph at the executive response team. I explained the situation and he gave me a token refund... Not enough to take care of the problem. I told him to get me set up with a plan so that I would not have these overages. All he did was direct me to the web page. Nice customer service!!! Shortly after this, my friend that recommended the phone took a look at it and changed one of the settings... PRESTO! It worked again... For a while. A while later, I got hit with huge overages again. So I called Ralph again. He was no help. He told me to go to a different carrier. Nice service, Tmobile. I told Ralph that I wanted the contact information to the Board of Directors and Executives of Tmobile so I could formalize my complaint. He would not provide it. I asked why and he said that he was the highest authority at Tmobile. I don't know if he thinks he is the CEO or what... My company owns many shares in Deutsch Telecom, (the parent company of Tmobile) so I wrote an email to their investor relations group. Because if Ralph is the acting CEO, I don't think he is doing a very good job. Lo and Behold another call from Ralph. Offering another small token refund and now a "Customer Loyalty Plan" which BTW, is exactly what I was looking for when I spoke to them a few months ago. He said they offered it to me. I asked him when, he said that it was on the website. So I told him that didn't make any sense. If it was a "Customer Loyalty Program", why is it on the website? Is it available to everyone or just loyal customers? He said just to customers that were eligible for it. I asked him how one became eligible for it? That is when Ralph's double talk went into high gear!"It was on the website", "it isn't on the site", "they offered it to me", "they didn't offer it to me"... So I asked him to show me where it was on the website... Guess what... It wasn't there... He was full of it. Again, I asked for contact info to the Tmobile executive team so I could get a grown up to oversee this problem and try to correct it. He wouldn't give it to me.

All Ralph and the Executive team has done is take someone that had only one other cellular company in the past and turn them into a very angry customer/shareholder. I had been with ATT ever since cell phones were invented and only left them to get this UMA WIFI service. He is chasing me away from Tmobile because they don't want to support the services they sold me and they want to try to overcharge me. They expect me and everyone else to just roll over and take it... Well guess what, they picked a fight with the wrong guy. I gave him another chance to satisfy my complaint. I told him if he didn't, that I would file complaints with everyone I could think of. I have spoken to a law firm that is interested in looking into a potential class action against Tmobile. I mentioned this to Ralph, he did not care. It was his position that they would rather spend the money potentially defending this than to credit me what is due. That tells me there may be a systemic problem. It also sounds like bad business. I will be forwarding this problem to the stock analysts that cover Deutsche Telecom just so that they have a complete picture of the company that they are analyzing.

On another note, I mentioned that I, as they are, may record the phone call for my protection. They said they would hang up on me if I was recording the call. Now my account is pegged, whenever I call "customer service" they ask me if I am recording the call. What are they worried about? They can protect the Tmobile but the consumer can not protect themselves? They take notes after phone calls, I can tell you that after having the notes read back to me that they are generally very inaccurate. If they are telling the truth and taking the right notes, they should have nothing to worry about. I asked him if I could get a copy of the notes that they take and he said it would require a subpoena to do that. What are they worried about? It is almost as if he was pushing me towards taking legal action. Luckily for me, he left a lot of this BS on my voicemail.

Brent
dana point, California
U.S.A.

Company: T Mobile
Country: USA
State: California
City: Dana Point

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