I've been a T-mobile customer for more than two years. I would choose ANY other provider, however, they are the only ones that offer coverage in my area.
I ordered a new phone/line in November. Within 10 minutes of powering the phone on, I got a barrage of text messages and calls from some rather angry 'urban' individuals. I called Tmobile and they changed my number.
In April, I started getting a lot of calls about a cruise to the Bahamas for $99. People wanted to sign up. I thought they were nuts. I finally got someone to fax me the flyer that they had gotten - and sure enough it had MY phone number on it. There was no company name or other contact information other than a woman's first name. People said that they had gotten it from beauty shops, churches, etc. I was getting 10-20 calls a day (some late at night.)
I called Tmobile and explained the situation. Most helpful in getting the number changed. I had asked for it to be changed in 2 days so I could let everyone know about the new number. I called back on day 2 to make sure that the order was in place and they said there had been a error in entering it in the system and they had placed it for change in a month. This representative took care of things and the number was changed.
I get my next phone bill and there was a $15 number change fee. Huh? On both occasions, no mention was made of a fee. Had they mentioned it, I would have said to forget it and I wouldn't answer calls from unrecognized numbers.
I emailed customer service and got back a form email that said the charge was valid.
Um, that's not acceptable - you don't charge people for fees that they aren't informed of. I replied back that it was unacceptable. I got an email acknowledging that my email had been received, but no further response. I paid my bill minus the $15 and noted it in the comments.
I got this month's bill where I'm charged a $5 late fee as well as the $15 balance. I called customer service and a very perky representative said the charge was valid. I replied that Tmobile TWICE failed to inform me of this. She acknowledged that there was no notation that they had told me. She was going to "as a courtesy" waive the $15 charge but not the late fee.
Not acceptable. I asked to speak to a supervisor that said he was not going to waive the late fee that they had already done a 'free number change for' me in November (upon activation).
He reminded me how they had done this incredible 'courtesy' of waiving the $15 fee and that I should be thankful for that. I asked for his supervisor. He said he didn't have one.
I asked for their corporate info. Of course, he didn't know that. I googled it and will be calling the President's office in the morning. Unfortunately, I have a year left of service. I'll be counting down the moments until I'm free from TMOBILE.
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