I was previously a resident of Tampa, Florida and a T-Mobile customer there for about 24 months. When we planned to move to Houston I called T-Mobile customer service on 6/8, to investigate transfering our service and changing our numbers. I was unhappy with our old phones as well and hoped new handsets would result in better service. Customer service indicated we would
not be transfering service, but would need to agree to a new 12 month term of service (contract). With that new service we were eligible for Motorola V66 handset upgrades which came with a $100 rebate for each of the (2) handsets we would receive with our "Family Plan". I was assured our service in the new 77025 zip area with these handsets would improve our service. I agreed to the conditions and the customer service associate located and assigned a couple of sequential numbers in the (713) area code which were immediately assigned to our existing phones. After we arrived in Houston we found our handsets had not been shipped as promised and were told that the order had not been put into their "system".
When they arrived the cartons were dated June 11 & June 14 respectively. I called customer service and was told that as long as the rebate documents were received before 8/31/04, there would be no problem with compliance to the rebate offer. I submitted all the documentation on 8/02 via US mail with tracking. I verified online that both the receipt and processing of the handsets on 9/03 all material was (Received 8/05) (Verified and Accepted 8/20) and that the estimated date for the rebate to be "shipped" was to be 10/04.
On 10/21 at 12:50 PM I called customer service associate Kevin (ID 492841) who indicated there was a non-compliance issue with the rebate. I then spoke to his supervisor Aneela (ID 491736) who indicated that the phone numbers that were assigned were not eligible for the rebate. I then spoke to her manager Pam (ID 491029) who described the phone numbers that were assigned by the T-Mobile representative as "recycled" and not eligible for a rebate. I contend that this is outright fraud and at very least i want the rebate i am due. T-Mobile is a multitiered organization that hides behind its bureaucracy. Home Office: T-Mobile USA 12920 SE 38th Street. Bellevue, WA 98006 Attn: John W. Stanton -Chairman
1-800-318-9270
0 comments