I purchased a Motorola v66 phone from T-mobile over a year sgo to stay connected with a friend. For those of you that don't know, this is a flip phone. What appealed to me was the phone was free with a one year contract, and there was no credit check (I was only 18 and had no credit). Being as naive as I was, I assumed a year was not very long, and I had heard so many good things about the company.
My "sales agent" helped me pick a plan that was adequate for the minutes I needed to use and told me that I could change it whenever I felt it necessary. When I began adjusting to the convenience of having the phone, I called T-mobile to do so and was told that I shouldn't even be on the plan I was using due to credit issues. Also, that I could not update my plan until I had finished my 1-year contract and that I was lucky they didn't downgrade the plan I currently had (that I was paying for).
The port jack in the bottom of the phone (where the charger connects) stopped working on me. I sent in for replacement phones 4 times for the same problem! When it stopped functioning again I called customer service and was told to file down the metal prongs on the charge cord until they were even. I was told it was a manufacturer's problem and that I needed to buy the new cord and they would trade the damaged one in. I brought the receipt the next day and was told I couldn't trade it in because the new cord was $10 more than the one I had. I had to pay for the new cord in full and could not pay the difference.
I chose to have the company take my bills out of my bank account automatically to prevent late payments and in two different circumstances I was billed twice for the same bill. I had to argue with sales reps to get my money back.
I moved and changed my number and a friend of mine called and told them he was my relative, that he was worried about me and needed to speak to me and that I had given him the wrong number. My personal information was given out to this person by a service representative without my knowledge.
My charge cord broke once again, and I called and was told to bring it in to receive my money back. I told them I did not have the receipt, and it had been purchased several months ago. When I drove all the way in to the company I was told that they could not exchange the cord without proof of purchase because they needed to know whether it had been 30 days or not.
The plastic hinge on the flip part of the phone cracked and the cords connecting my speaker to the rest of the phone were severed... Meaning I could no longer use the phone. I was told "abuse/missuse" of my phone was not covered in the warranty. Did anyone mention it was a cheap phone? I had to buy a new phone from a private seller because the only one available to me was over $100 and I couldn't afford it. It was considered another famous "upgrade".
Last July I received a bill for $225. I called to ask why and I was told it was for 2000 text messages. Knowing that I had been using this feature excessively in the last few months, I had called and had several hundred extra added to my available balance for a monthly fee of $2.99. I was billed the $2.99 but, conveniently enough, the company had no record of my conversation with the rep about the charges, and they had no record of the charges being billed from my account.
Seeing that there was no way out of this payment, but not having the money on hand to pay them, I set up a payment plan. $72 dollars every two weeks until it was paid off. After I sent in my first check, my bank account went negative because they took out the remaining balance in one big chunk. What happened to my payment plan??? I was told there was a missunderstanding and that the money could not be returned to me. I was stuck with over draft fees and I am STILL recovering from the financial funk this put me in.
At this point, I still had the contract with the company, but I was no longer using their service. I just finished paying my last bill to T-mobile last week. I am overjoyed to finally be free from this company. I am disgusted with their false pretenses, their version of "product replacement", and most of all their horrible excuse for customer service. I will NEVER again think about using this wretched company, and I will advise every person I see not to use their service.in my opinion, good credit coming from T-mobile was not worth the year of crap I had to put up with to get it.
Valerie
Miami, Florida
U.S.A.
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