On November 25th I signed up for a 2 year family plan with T-Mobile under a free flight promotion sponsored by TLC Marketing. Under the terms of this agreement I am entitled to 2 round-trip flight tickets to Boston, NYC, DC, Miami, LA, Las Vegas, Atlanta, Chicago, Orlando or Dallas. I qualified & met all of the stipulations necessary for the promotion. Thus far I have received only 1 Booking Request Form.
On January 1st I moved from Kent, WA to Seattle, WA & updated my new address with T-Mobile on January 2nd. I also submitted a change of address form to my local post office. I have received every one of my monthly cell phone bills from T-Mobile, and never missed a payment.
According to TLC Marketing they were provided with my Kent address by T-Mobile in March when the first wave of forms were sent out. TLC Marketing confirmed they had only sent me one form, and mailed it to my old address in Kent, WA.
I have been actively contacting T-Mobile & TLC Marketing since May when I received the first Booking Request Form, because I never received the second Booking Request Form. I was told this is a common problem with family plans and a second form would be issued shortly. T-Mobile & TLC Marketing asked me to be patient and wait for the next group of forms to be issued. So I waited... And waited... And waited some more... Nothing came.
It's now July, and I have been given conflicting stories from both T-Mobile & TLC Marketing. T-Mobile told me they sent my qualification information for both tickets to TLC Marketing. TLC Marketing told me they only received qualification information for one ticket. The situation was escalated to T-Mobile's Business Support Team several times for resolution and the outcome is they can do nothing as it's no longer in their hands, so I should contact TLC Marketing.
I've tried & tried to contact both companies to no avail. Each time I am directed to contact the other company. T-Mobile says one thing & TLC Marketing tells me something else. When the two companies communicate with each other they tell each other both forms were mailed to me on the same day, so then I should check with my local post office as it was probably lost or held. I tried & the post office has not held any of my mail. If they did I would not have received my monthly cell phone bill.
This doesn't make any sense. Why can't they just send me the 2nd Booking Request Form? They can cross-reference and verify if a request is made for 2 tickets under my account.
T-Mobile & TLC Marketing did not follow through under the terms & conditions of the promotion. I told T-Mobile that I would like to cancel my service since they did not meet their obligations, and I have met all of mine under this promotion. I was told that I would have to pay $200 per phone line to cancel my service. This is not right. I should not have to pay any cancellation fees since T-Mobile breached the contract.
What recourse do I have? What can I do? I have tried to request copies of the notes on my account from T-Mobile so I can have documentation of all the attempts I've made to resolve this. They refused to give me this information.
All I would like to see happen is T-Mobile & TLC Marketing honor their committment to me as a consumer since I have met mine and send me my 2nd Booking Request Form. What ever happened to customer service and following through with what you say you are going to do?
Please help!
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