I have been with T-mobile for almost 10 years.in January I moved about an hour away to Eatonton, GA 31024 because of my job. My phone did not work anywhere near my new house or office. I spoke with customer service several times, trying things like resetting the phone. Finally, a representative checked the coverage area of my zip code and said that it was not covered by t-mobile service. When I renewed my contract in I was told that moving to an area without service would not result in a cancellation fee, so I, with no other choice canceled my t-mobile service on Feb 24. I paid the months bill and waited on a final bill. This month I received my final bill and it was $422.89. I called and was told that $218.80 was a cancellation fee, including taxes on the cancellation fee, plus late fees. I asked why I was charged it, and they said that on January 20, their policy changed, and they no longer waived the cancellation fee for moving to an area they don't provide service. I was not told that the policy was changing when I first called in January, and was not told there was a change in policy when I actually canceled. Customer service said there was nothing they could do, as did the supervisor. They also said they are now showing they offer service in the area, which seems a bit too convenient. To have been a customer almost 10 years, having spent thousands upon thousands of dollars, and then being charged a cancellation fee because of a policy change I wasn't told about that wasn't put in place until a couple weeks before I actually canceled is unbelievable to me. If I'd had known the policy was going to change, I would have canceled the first week in January when I first found out service didn't work at my new address, instead of spending several weeks trying to get it to work. Also, I just submitted a complaint to the BBB.
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