I too have TMobile and they did almost the same thing to me in August/September. Since I do not have a contract or web plan, only a simple low monthly usage plan, they sent me information via a text service message that simply stated "Free TMO MSG: Using the web is easier than ever. If you don't already have a data plan, as of 9/15, you'll be able to access data at $1.99/MB." Then on 9/19, I received the following text message
"Subject: Free T-Mobile MSG: Congratulations, You can now access the web on your phone and pay only for data you use. To view more details, go to http://m. Web2go.com/ppmb." Since I never use the Internet on my (LG flip phone, model CU515) phone, nor did I request this service, I did not bother to go to the website to get the details of the plan.
I was surprised to find Internet use charges on my bill that was due by 10/21. On 10/6 I spoke to TMobile representative Adam who said he would adjust the $1.99 Web and Data Usage Charge (which supposedly occurred between 9/19 to 9/28) and block my access to the Internet. On 10/27 I called to check my account balance only to find that more Internet charges would be added to my bill and the block had not been placed for Internet access. Mike said there was a note on my account about the block but could see it was not successfully implemented" but guaranteed me the block would occur. He also told me I had to call back when I received the October bill, since the October billing cycle had not yet closed, to get the additional Internet charges removed. On 11/5 I first spoke to Joe about removing the additional $3.98 Internet charges from my bill that was due by 11/21, $1.99 which occurred after a block should have been placed on accessing the Internet from my phone, and he informed me that since I had not contacted TMobile by 9/15 to cancel my Internet access he could do nothing. I kept reiterating to him I never once used the Internet and felt their equipment was faulty but he refused to budge on his position.
I elevated my compliant to his supervisor Dionne who informed me no one at TMobile can adjust charges to a bill but when I pointed out to her that Adam had adjusted $1.99 on 10/6 she informed me that Adam would be dealt with. When I asked when each of the $1.99 charges occurred she told me one occurred on 9/30 and the other on 10/24 but she could not tell me where I went on the Internet. Refusing to adjust the charges, I asked for their corporate office and was told there was none. Again I asked for a higher level supervisor and ended up with Sarah who did adjust the $1.99 charge from 10/24 since Adam did not block the Internet but refused to budge on the 9/30 charge.
In my case I am only out $1.99, not $100.00, and that in most peoples eyes is hardly worth complaining about but how many other people is this happening to? Who else, other than the BBB, can this be reported to? There must be federal entities who I can complain to but I am not sure who.
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