Hello,
I had two accounts with T Mobile that consisted of seven phone lines. I was a customer of theirs for over seven years. My wife took a job in another state around October of last year. We went down to interview around August. During our stay we experienced minimal cell phone coverage in the area. We returned home and as soon as my wife was informed that they wanted to hire her, I contacted T Mobile. At this time I contacted T Mobile and informed them of our plans to move, I also informed them about the coverage issues and inquired about what my options where.
One of T Mobile representatives told me their was ample coverage in the area and there wasn't anything I could do except keep the phones or pay termination fees. I explained that when I was in the area I could only get a signal in the center of town. After talking to a few people T Mobile finally agreed to remove all my termination fees. Of course I wasn't ready to cancel my phones at that time, because I needed a way to continue my business and have communication with friends and family. So a couple of weeks later I called back to make the proper arrangements and find out exactly what was need of me to make all the above conversation final. At that time no one wanted to acknowledge my previous conversations with T Mobile. I had to speak with at least four people and their supper visors to finally get them to review the notes and agree to what I was already promised.
The super visor informed me that for them to remove all termination fees I would have to show proof of my new residents in person. At this time I didn't have a hard copy of my lease or any bills due to me being over 500 miles away from my new address. So I finally got a lease mailed to me so I could take it to a T Mobile store for verification. When I showed it to the guy he didn't know what to do. He told me that he couldn't do anything with it and wasn't sure what I expected him to do. I explained I needed a visual verification from T Mobile to remove all my termination fees. He once again told me he had no idea what I was asking for. So I called T Mobile and finally got a super visor, explained to her what was asked of me. She reviewed the notes and asked to speak with the store representative. He verified my new address visually and verbally to the lady. I was handed back the phone and told the termination fees would be removed when I decided to cancel my service. I explained that I wanted my service until I moved, due to my business, friends, and family. The Lady told me to call back when I decided on a date.
I would like to take the time to mention all this happened over a year ago and I am going off my memory and information received from T Mobile, during our past conversation over the last year. All the information Stated here is to the best of my knowledge. Only dates should be questionable as far as I know.
So Our move date is set for October 15th, I call and inform T Mobile that I need to terminate my phones on the 16th of October. The representative informed me that my cycle ended on the first of November. I told them to end my service at the end of my cycle. That would be on both accounts and all phones. So we move and November 1st is approaching, I speak with my brother he want to continue one of my lines. He tells me that he has spoken with T Mobile and they need me to call them. He calls them on three way, I speak with a representative. They go over my account, explain that I have a balance and they can't transfer a phone to a new account while I have a balance. We go over my bill, I ask if that was my final bill including all charges for that month. They informed me of my final balance, I asked if their where any termination fees applied. He found some termination fees that where applied. So I had to speak with a super visor to get them removed. Then I paid my final bill, and they transferred one of my lines over to my brother.
At this point I was told and convinced that I didn't owe T Mobile any money, that all my bills where paid, all termination fees removed, and my brother had his own line. I confirmed my new address and number with T Mobile just in case. They told me they would send out a final statement saying I had a zero balance.
About six months go by when I check my credit report online. I see that T Mobile has posted negative and incorrect information on my credit report. I call them and speak with a representative. They told me at that time the information is correct and I had a balance of $452.00 (some where around this number). I explained that couldnt be right and they told me that it was correct, they also said they couldnt do anything because the account was taken over by a creditor. I got off the phone with them and called back. Got a new person and explained the whole story again, I think I had to do this a couple times. Finally someone actually looked over my account and found some problems. They told me that some of my terminations fees werent waived. They went over it with the supervisor, finally they told me that before they could do anything they would have to request for the account to be returned. They said once they had the account they could make the appropriate changes and then they could send out a new bill. They informed me that the total owed would be around $52.00. I reconfirmed my address and contact info then told them thanks for the help.
I forgot about the whole thing, I even forgot to look for a bill. One never came. Ten months later, about a month ago my wife and I was talking to a broker about getting a loan for a house. The lady informed me of T Mobile being on my credit report. I was shocked to say the least. Ive spent hours maybe days trying to resolve this issue, I could not understand why T Mobile still refused to send me a bill and make wild accusations that I owed them $452.00. I called T Mobile spoke to multiple representatives and supervisors. I finally got someone who wanted to review my account and look at the facts. After speaking to her for over thirty minutes, she was figuring out the whole jigsaw puzzle of my account. She informed me that she saw where there where termination fees that still where not waived, also where I had previously spoke to a representative about six month prior to my current call. She was explaining the process and how she would have the fees removed, when I lost a signal and all hope of resolution. I called back immediately tried to get to the same person, but I was told it was impossible to speak with the same person. So I tried to go through the whole process of explain this long drawn out sequence of events. The new representative didnt seem to get what I was telling him, he told me he didnt see a problem with my account and I owed $452.00, that there where no errors and he wasnt sure who I was talking to before or what she was doing to tell me that I had errors on the bill.
I finally got of the phone with him tried a couple more and got the same response. I knew what the lady told me and wasnt sure why the other people where being so defensive. So I kept trying, I come to realize that some departments are set up to tell you nothing and some actually try to help. So I couldnt get the same person but some how I was able to get someone to transfer me over to the same department that the lady was in. Finally some results, at least this is what I thought. Once again I spend the time to tell this long story all from memory of course trying not to double back or miss any small detail that may put this whole thing together. The lady was very pleasant and understanding of me being irritated and annoyed. So she goes over my account with me, informs me that there was never verification of my new address. I told her the whole spill of going to the store and having to call T Mobile. She finds the notes, tells me she is making the appropriate notes so if anyone checks the account it would be easy to find all the details. She puts me on a brief hold to talk to her supervisor. She comes back and informs me that they will have to get my account back before making changes, which Ive already heard this six months ago I tell her. She reassures me that she has it under control and from their stand point I had a zero balance. I ask if she is sure she tells me she is positive. I explained again that I heard this before six months ago. She said she was positive and if I had any concerns I could call back in two weeks for verification. I said thanks for all the help and let her go. She told me they would send out a final statement. The next day I got a voice message from a T Mobile representative stating they had made the corrections and my balance was $252.00. I assumed this was the supervisor of the first lady I spoke with and she wasnt aware of the other changes that where made. I figured either way I would get a final statement so I could review the changes and charges at question.
Well once again surprise from T Mobile. I didnt receive a final statement, instead I get a call from a creditor. He informs me that T Mobile had submitted an invoice with them. I once again was outraged and told him I needed to contact them. He told me the balance was $252.00. This was a different creditor then the last time and there where some adjustments of $200.00. He told me to contact them as soon as I had talked with T Mobile and resolved the issue. About three day later he calls back and leaves a message for me to contact him. A couple days later another lady from the same creditor calls. I explain to her that Ive been extremely busy and had not had a chance to talk with T Mobile. She was very nice and understanding. I explained my standing on the issue and she asked me to fax in a statement. I told her that I was outraged with T Mobile and would just let my lawyer handle the issue. Due to my repeated attempts to resolve the issue, and me being told that the issue was resolved. Also I have never gotten a final bill to justify these charges they claimed I owed. She gave me the information to her firm and told me to contact her if I had and information for her.
Once again I couldnt understand why I keep getting mixed information. So I call T Mobile. Ask to speak with a supervisor. I was redirected to another department, which told me I would get a call back. They called me back very quickly, I exsplained to the lady I needed to speak with a supervisor. She told me that she couldnt transfer me until she knew why. So I proceeded to explain once again. Finally she got me to a supervisor. I started to explain what I was told and that I was contacted by a creditor that told me something different. I couldnt even finish tell her the whole story before she started interrupting me and telling me that the balance owed was correct. I informed her that she sounded upset and I needed to finish explaining all the conversations with the multiple representatives for her to actually understand what I was told and what had happened. She told me what she saw and why she felt I owed the balance. I explained that I had been told multiple balances starting at $452.00 down to $0.00. I told her this caused concern for me and I didnt mind paying any balance owed. I asked her for a final bill or statement of the charges that I never received. She informed me that she didnt have access to that information. That only the creditor could get that information for me and I would need to contact them if I wanted that information. Some how she could see I owed money and verify it to herself and try to explain to me why I owed money, but she couldnt give me a final statement. I never received a final statement.
I got off the phone with her and immediately contacted the creditor. I asked her for a detailed statement. She informed me that they didnt have access to that information, she could only send me an invoice. So let me get this straight, I am being billed a questionable amount and no one will provide me with a detailed statement of why I owe this money. I proceed to tell her the whole story, she apologizes for my haste and says she will try to help out. She ask her boss if they could get me a detailed statement, he informs her that they have access to the statement but are unable to send out detailed statements. She tells me she will look over everything and see if she can see where the misunderstanding is. I then ask her what the charges are for. She tells me that the charges are for a early termination fee of $200.00 and remainder balance of $52.00. I tell her that I was informed that all termination fees where removed. She informs me that if I can get a letter to state I dont owe any early termination fee she can remove that portion from the bill. I ask her if she can acquire that from T Mobile, because I didnt believe they would do anything to help me. She said she would do what she could.
Well with high hope so some resolution I started think about what the creditor told me, that if I got a letter stating that I dont owe any early termination fees things would be resolved. So I tried to give T Mobile another chance. This time I didnt bother with the supervisor, I just politely asked a representative for the information. Well that didnt work. The lady told me that my account was taken over by a creditor and they couldnt provide me with any documents or information.
So now I wait until tomorrow where my story will probably take on a whole new path. But for now here is my conclusion. T Mobile sends me to a collection department when I call and there trained to deflect all questions or any information to a third party collection agency. They refuse to provide me with a detailed statement explaining my charges. They use the collection agency as a buffer so I cant get the information needed to get my bill resolved. All I need I a detailed statement, to compare with my past bills and by bank statement. More of my time wasted and then I will know if I owe T Mobile and how much. Thanks you for your time.
Jeffrey Screen
Index:
FCC Consumer Complaints
Submission Confirmation: 2000B
Acknowledgment & Fax Cover sheet to submit additional information.
Filling for: Jeffrey Screen has been received by the
FCC. Thanks for your information. When inquiring about your
Complaint, be sure to reference this number: 10-C00253643 and, be sure to mention that
You filed this complaint over the internet.
Use this page as a Fax Cover Sheet when faxing
Additional details to the FCC.
Fax Number (866) 418-0232
Date:
10/13
To:
Federal Communications Commission
Total Number of Pages:
%
Subject:
10-C00253643 (Form 2000 Filed Via The Internet)
Address:
X
Raphine VA 24472
%
0 comments