Letter sent to T-Mobile
Please reference my sons account number, phone number xxx-xxx-xxxx. You will see that in July of this year we notified you that we had an error on our account. This was again discussed on several subsequent phone calls.
You should see that our 14-year-old son's phone was cancelled and no further service was used from that date as the misrepresentation by your representative renders our contract with you null and void.
We have not, and will not, pay this bill in full. Even thought we have discussed the reasons in great detail with your customer service people, for the 4TH time here are the salient points:
The billing plan that we requested was for unlimited nights and weekends. Nights were to run from 8.00pm and 6.00am and weekends from 12.00am Saturday to 11.59pm Sunday. At the time of taking out this service we had investigated many plans with other service suppliers and we were offered the NW Talk & Text Plan by a T-Mobile representative at a kiosk at the Washington Square Mall, Oregon on 14th November. We were concerned that the paperwork did not reflect the above corectly but your representative informed us that it was just the way it was written and not to worry because "weekend" actually included evenings as well.
All seemed well for six months until our son finished school in June and started using the phone more during the day and night. We had not noticed a problem before because he was in school but when vacation started we expected his bill to go over the daytime minutes.
In June we noticed a dramatic increase and assumed this was due to using the phone more during the day. We told our son to stop using the phone during the day, as the plan he had did not cover unlimited day use, but that nights after 8.00pm were okay.
In July we had the ridiculous bill of $717.15. We immediately notified you that an error must have occurred, only to find out that the plan that we thought we had been sold was, in fact, different and that nights were fully chargeable.
We told your company of the mistake as soon as it was noticed and told them that we would, and still do have every intention of paying what we expected to pay, and believed we were contracting ourselves to pay.
After four conversations, your company told us that the matter would be investigated and that the bill would be recalculated, based on what we were expecting i.E.: unlimited evenings and weekends. We were told at the time that this recalculation would be conducted by another department and would take several weeks but someone would be in contact with us eventually. To date we have still not received this call.
We have now done these calculations ourselves and determined that the amount owing is $318.35. A check for this amount, together with the cell phone, is ready to be sent to you on your response to this letter with written notification that this matter is over and done with.
On realizing your error we immediately terminated the use of the phone and notified you. Subsequently, we contracted with a more reputable company who has been providing the service plan that we once expected from you.
The T-Mobile representative at the mall did an excellent job of misleading us into thinking we were getting something that we had requested even to the extent of blatantly lying to us when we question if the contract was really what we had requested.
The sheer number of mobile phone sales agents in the malls and high streets is evidence that this market is being infiltrated by crooks just out to misrepresent customers and get their commissions an to hell with the circumstances.
In conclusion, we offer to pay $318.35 and call this unfortunate incident a day. We expect the credit company (Bay Area Credit Services) that you have instructed to collect the payment to cease and desist. Our credit rating is A1. If we have any notification that our credit standing has been affected by your error we will have no hesitation in seeking legal advice and remedy.
We hope that finally your company will see fit to rectify this mistake and do what was requested of T-Mobile over five months ago and settle this matter once and for all.
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