T-Mobile
T-Mobile customer complaint - Will not give REFUNDS, TERRIBLE Customer Service

When my family and I relocated to the Milwaukee area last fall; we signed a two year contract with T-Mobile for our wireless service. At that time, we were living in a temporary apartment in Wauwatosa while we got the lay of the land and house hunted. The service throughout the area and our apartment was mediocre, but manageable. Now, but three weeks moved into our new home in Milwaukee (the Washington Heights neighborhood to be exact) we have struggled to maintain a SINGLE bar of coverage not only around the house, but around the neighborhood! From the time we took over the property our cell phones did not “receive network coverage”—ZERO bars—in and even within several blocks of our new home! This became especially troublesome when we could not get our TV/internet/landline telephone service with AT&T for two weeks, literally being without communication. We were lucky to not have had any emergencies requiring a call to 911! We have appealed to T-Mobile to no avail but they refuse to let us out of our contract claiming that they do not guarantee service everywhere! Technicians were twice sent out to investigate the mystery that is the lack of coverage in a “high coverage zone” (as quoted by a T-Mobile customer service agent) but, they confirmed the lack of service, yet no conclusions we ever found. The only options offered from T-Mobile are pricey and still not guaranteed to work. The options are as followed: purchase a reception tower that will be placed near a window in the house, for a whopping 500 dollars, or free with extension of contract. Or upgrade to more expensive phones that offer WI-FI (the company began to blame us for our “last season” phones), but, even so, they can’t promise anything, and upgrading each of my families phones is still not economically feasible. They do offer early contract termination for a mere $200 a line, but having a family plan consisting of four lines, I can’t help but feel cheated. Our phones do not work in our home or in our immediate neighborhood. They are virtually useless to us; there is no reason that we would ever want to extend our contract. It has been tested and proven by guests in my home that it IS possible to get GREAT coverage, just not with T-Mobile. We simply want out the service/contract we are paying for, but can’t use.

Company: T-Mobile
Country: USA

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