T-Mobile
Oral Recorded Agreement for Phone Insurance Dismissed as Training Only

In June, I bought a smartphone and contracted for two years' service over the phone with T-Mobile's telesales department. The call was recorded. The very nice saleslady asked me whether I wanted the phone insurance (from insurer Asurion) and I replied in the affirmative. Before we hung up she read me the contract terms and asked for and obtained my oral agreement to the terms.

I noticed that the insurance was not listed on my bill. So last evening I called customer service and asked whether I was being billed for insurance. The agent's answer was no. I said that my call with the saleslady was recorded, so that if somebody listens to the recording we can resolve this issue and add the insurance to my account. The customer service agent replied that the recording was for training and quality assurance purposes only and that the insurance wouldn't be added unless it was placed on my invoice or account record's notes. I replied that I'm sure that if I had refused to pay for something for which T-Mobile billed me that the company would invoke the recorded, oral agreement. He said that T-Mobile doesn't invoke the recordings to enforce their contracts with clients.

So now I must bear the consequences of the very nice saleslady's honest mistake? What a great way to welcome a profitable client who pays timely each month and only seeks to have his cell carrier likewise uphold its responsibilities under our contract. The Maryland Attorney General's Consumer Affairs Division and the FCC will soon learn this story.

Company: T-Mobile
Country: USA
Site: t-mobile.com

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