Our family has been a loyal customer to T-Mobile for over 6 years now. We have a family plan with 5 lines. My sister had her phone stolen out of her purse while she was working. When she couldn't find it, she figured she just left it at home and proceeded with her day.
Yes, it was her mistake because she didn't get a new SIM and phone until 5 days later. But even when she spoke to a T-Mobile rep at the store, they specifically told her not to report it stolen so she is able to get a new phone without line being cancelled. She's trusted his word, which is obvious now that she shouldn't have. He even knew for several days before she actually got her new phone that her phone was stolen and didn't try to look up her account or anything.
Our phone was strangely disconnected the other day, so I called customer service to find out why since we JUST paid our last month's bill and still had time before next bill was due. And apparently our bil was 1200 dollars higher than the normal amount. And looking at the statement, for 5 days exactly ONLY outgoing calls were being made to Peru, Argentina, and Nicaragua, for those EXACT 5 days, when the phone is stolen.
They didn't even mention this the last month, and these calls were made 2 months ago! And we had no idea until now. It's very obvious it wasn't us and all the evidence proves our story. We are Korean, and why the hell would we call Peru? Those numbers have never been dialed before those 5 days, or ever after those 5 days.
I can't believe they had the audacity to keep me on the phone for 4 hours, giving me hope, then telling me no, then saying maybe, and the whole run around, they've hung up on me 8 different times and I was transferred over to 5 different departments, and spoke with over 12 different people. They keep saying they can help me, then transfer me, and basically tell me IT'S YOUR FAULT for pay up.
They all KNOW for a fact, all the evidence points to us being victims, yet they just don't want to help. They even told me to call the Fraud Department, when that was pointless considering they only help with identity theft. After I have lost hope, I even asked them I want to cancel the account, and they want me to pay 200 dollars per line.
Then they say I can do a payment plan for the high amount. THEIR BEST plan was to pay half now, and the rest next month! So, pay 700 to 800 dollars each month? That's so ridiculous. They won't even LOWER the amount by even a penny, when they KNOW for sure the phone was stolen. The representative on the phone kept coming up with new excuses when I said something that contradicts what she had previously said. It's like no one a T-Mobile knows really what they are talking about.
All they are there for it to make you had over your money. That's all they want. Money. I know, because I have plenty of friends that used to work at customer care for cell phone companies, and that's what they are trained to do. Make their customers hand over their money, and if that doesn't work, you transfer over to someone that does the same thing until finally the customer gives in and does what they say.
T-Mobile is an absolutely HORRIBLE carrier, I've heard nothing but complaints. I haven't heard one person in their right mind tell me T-Mobile has taken care of them in any way. I don't know what to do. We don't have the money to pay all that. We can hardly afford to pay the regular amount of 200 per month. But we can't be without a phone. We don't have the money to cancel. And even if our phone is disconnected, they will keep charging us every month until 2011. We have no way out at all.
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