My story may be slightly different than oithers, or may be the same.
A little background:
I activated a Merlin (PCMCIA device) a year ago, and had very good success with it. Nearly flawless operation.
When the store that I bought that at had a good deal on a PocketPC device, the owner contacted me knowing I'd be interested in that as well.
I purchased the PocketPC CASH in the store and activated, in July.
Everything was find until about October. I get a bill from Tmobile for $675 for "Equipment purchase". I contacted them explaining that I did NOT purchase the equipment from them, and even FAXED them a copy of the store receipt.
A month later, I get the SAME bill back, and I get my lines (both data devices) turned OFF for lack of paying $675 that I DONT OWE.
Thus begins nearly 6 months of going around and around with them over the billing.
They increase the bill to over $1,200 (now claiming cancellation fees on both devices, PLUS charging for a month's service, November, AFTER they had shut them off). During this time I have been forced to purchase ANOTHER PocketPC and Bluetooth enabled phone (other company) since both Tmobile devices have been off, and their O2 made PocketPC only works on their system.
Upon contacting Customer Relations, I was told "Charges are Valid", and that a REPLACEMENT device for a faulty unit was order in June (hm. I activated in July... But had a bad unit 30 days earlier. They should open a psychic hotline). I then ask what address they sent the unit to (they have gotten my mailing address wrong on the billing no less than THREE times in the past year. Wrong by entire CITY, not just wrong street address). I am then told that they "will not divulge customer addresses".. I ask them them, "am I NOT the customer? WHAT is my address???"
All they will finally give (after faxing proof of who I am) is a UPS tracking number. That has no address listed, only the town and details. Problems with that are:
1 - I dont live in the town they show it sent to
2 - they track "Recipient moved, need new suit number" (I dont live in a suit, a single family residence. Have never lived in a suit, and have not moved since 1999)
3 - shows "Delivered, signed by SCOTT" on second attempt. No last name, NO signature capture...
Then in February of this year I get letters (multiple) from Bay Area Credit demanding payment.
I call their number on their form, and explain to them what has been happening with Tmobile. AM promptly told that I "must contact Tmobile directly".. I hangup, call Tmbobil and am told that "Its been sent to collections, you must cantact BAY AREA CREDIT not us." (??!!).
At this point I am tired of being nice and cordial about this and contact the store I puirchased the unit from and tell them I want the area rep for Tmobile involved NOW.
I then proceed to explain to them, as well as the fact that my job involves a clearance, and that a collections report can cause the clearance to be revoked/reviewed. I also inform the area rep that I have already been in contact with my attorney and we have dicussed what repurcussions against Tmobile can be pursued if they continue to pursure false billing and cause a detrement to my job.
The area rep then emails Tmobile (cc to me) and gets a reply back that "upon review, we have located a discrepancy in the billing, in that a replacement was logged BEFORE the account opened. Therefore we have cleared the errors from the customers bill and show a $0 balance".
Now the final kicker!
They have deactivated BOTH devices and refused to reactivate them (I would also be required to purchase a new SIM card at over $30 a piece to reaquire new lines and start a new contract from the beginning).
So, after 6 months of fighting them, and finally nearly having them damage my job, they find THEIR error and correct it..
And part of their "Continuing customer service" is to CANCEL the CUSTOMERS lines that TMOBILE made the error on in the first place!
Also did not know what address to put for them, I have recieved bills/correspondance from no less than 4 addresses!
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