I have been a T-Mobile customer for almost (3) yrs. I started with one phone line for my daughter, using the Fav 5 plan. We encountered no issues whatsoever. I added a second line for my son last year under the Fav 5, family plan.
On May 13th, after receiving an overage of $20 on my April bill, I contacted T-Mobile using their Chat Live feature. After explaining my situation, and reviewing my monthly usage, the T-Mobile Rep suggested I switch to the 1500 min plan. (When plans are switched, they are made Retroactive back to the first day of the billing cycle.)
Since monthly usage including the Fav 5 has never gone over 1000, it seemed to be reasonable. So I switched. And I made a written copy of our conversation. (available on their site)
When my May bill came, it was $600!! I immediately contacted T-Mobile (once again using the Chat Live feature) I was told that my son used 2000 minutes in May.
I asked how this overrage could have occured, when I had been in contact with T-Mobile on May 13th? Why wouldn't the Rep have informed me that my minutes were already close to 1000? Why would she suggest a plan that wouldn't even cover our usage for the Current month? When the plan was switched, did the Fav 5 minutes cause the overage?
Unless we used 1000 minutes between May 13th and May 28th (when the billing period ended), the usage was incorrect. The Rep assured me the billing was correct, and suggested the unlimited plan. At that point, I decided speaking to a supervisor via phone would be my next move.
I called T-Mobile, went through the customer svc cue, finally to be hooked up with a Supervisor Customer care rep named Mario. I explained my situation, and how I felt T-Mobile set me up! He offered me a $100. Credit towards my bill. Completely unsatisfied, I accepted the credit, knowing I would be calling back.
I reviewed my written bill, which for some reason did not include all of the calls for May. I visited the T-Mobile site once again. My minutes as listed on the website show that my son alone had used almost 1000 minutes as of May 8th (5 days prior to contacting T-Mobile) How could the Rep have seen that & still suggested 1500 minutes for 2 lines?
I made a second phone call to T-Mobile. Went through 1st level customer svc to a Supervisor Customer care rep named John. I told John my story, I asked him how the rep could've ignored the 1000 minutes used as of May 8th?
He came back to inform me that my son had only used 238 mins as of May 8th. "Really", I responded. "So he used 1700 minutes in 20 days?". John comes back with, "uh, no, he used 756". And my daughter had used 400, for a grand total of UNDER 1400 minutes. I truly owed them $161.00, NOT $600.00.
So why does my bill reflect me owing almost 4 Times as much as I actually owe?
When I switched plans on May 13th, the "recalculation" of minutes was done incorrectly. And each time I contacted T-Mobile, they Never researched my account, they just assured me that I owed them $600.00. I spent hours trying to straighten this out, not to mention the stress of thinking I had to come up with $600.00 for a phone bill!
So did T-Mobile offer any kind of apology, any kind of credit after the fact? NOPE! They simply ammended my bill online. And the $100. Credit Mario had offered was apparently off the table.
I wonder how many people T-Mobile has robbed.
Do Not simply pay your T-Mobile bill without some investigation - Or better yet, go with a reputable cell phone company. T-Mobile is NOT!
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