After 2 years as a T Mobile cell phone customer I went to the local T mobile store to add their wireless service to my laptop computer. As a condition of adding wireless service, they required me to agree to a 2 year extension of my service contract and pay them $175 up front.
The T-Mobile wireless service never worked. After months of frustration including calls to their tech support service, and several trips back to the T Mobile retail outlet where the wireless service was installed, I was still unable to get any reception whatsoever.
Finally I was told by a T-Mobile telephone customer service rep, on Friday, February 8, to return the equipment with the original packaging if possible to get a refund credited to my account.
I still had the original packaging and I returned the equipment to the store on Saturday, Feb 9.
The response I received from Assistant store manager, Robert Rector at the Dedham, (MA) Plaza store where I purchased the wireless card and service was rude and insulting.
Despite my explanations to him of the instructions I received from T-mobile customer support on Friday, he refused to acknowledge the return of the equipment saying it was past the 14-day refund period. He also demanded to see the receipt, even though he acknowledged that the sale information was right in front of him in his computer.
After returning to the store 3 times since ordering this service and spending too much time on the phone with tech support, I do not wish to waste any more time on this matter. I informed the store manager that I was cancelling my contract with them for lack of service and demanded a refund of my $175 installment and any additional charges billed for services never provided.
I wrote to the company explaining my experience in detail and demanded a full refund for all charges since November for the T-mobile wireless service. Repeating my message to their retail store manager, I told them that if this refund was not reflected on my next invoice I would cancel my phone contract with T-mobile and switch to another carrier.
The written response from T Mobile was outrageous. Despite the fact that they took my money and never provided the services paid for they said that they would not refund my money because I returned their equipment after the 14 day "buyers remorse" refund period.
I wrote back that my cancellation of the service had nothing to do with "buyers remorese -as demonstarted by my willingness to work with their tech support, customer support and in-store personnel for nearly 3 months to get the service to work.
They continued to bill me, refused to refund the money they owe me and are now using the intimidation tactics that T-mobile is becominf famous for. They have used collection agencies to try to force me to pay them money thet are not owed and their collection agents have threatened to damage my credit rating if I don't back down.
Instead, I have filed a report with the Massachusetts Attorney General's office detailing T-mobile thuggish tactics. I'm pleased to say that I received a confirmation from the AG's office that they will pursue my complaint with T-mobile.
Don't be intimidated by T mobile's heavy handed threats. File a complaint against the company with your state AG's office or the agency that regulates telecommunications in your state.
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