April 5
On April 2 I contacted your customer service department via a chat online regarding a text message I received on my cell phone letting me know that my internet speed will be slow down because I have exceeded my allowed internet
data amount. I have never received this message before and this hasnt happened to me before.
This couldnt have happened at a worst time because I had to go out of town for a last minute family emergency and the only way I can get on the internet on my laptop is using your internet service that I get on my phone via the hotspot app that came with the phone. I have always done that every time I travel which is not that often.
Per this chat I found out that the internet I get is limited and not unlimited as I always thought since was told by the sales person when I signed up for your service at your store. Also on every monthly bill it clearly says Internet Access Gigabytes Unlimited.
First I was told that I had 2 GB and then I was told I had 5 GB. When explained to the customer service representative what can this be done about it since I NEED it to have the internet access and NOT want it, the only thing was told was that I had to upgrade for this month for the next GB speed plan available for a total of $30 or $60.00. All this was found out after
2 different chats online by 2 different people that gave me this information when inquired about the same issue. I said that $60.00 was too much money (since per the 2nd chat was no longer $30.00 since I happen to have at the end 5 GB) and couldnt be. They wouldnt offer to waive it this one time for a good customer courtesy or anything.
I then posted my problem on your Facebook page and I was told by the person that replies to the comments on the page that there was no way it cant be waived even on my situation of need in which I responded that wasnt true and such. Was told to e-mail your TForce department with this. I never did since had it already with all this.
Today, April 5 I came back home and since got the new bill in the mail and it also still says clearly Internet Access Gigabytes Unlimited. As mentioned before each bill says that. Also I never had a problem with this until now.
Now things get worst since now it is a matter of you really lying and breaching the contract since nowhere on the contract says anything about having a limit on the internet speed or anything. Also even being this the case as you say as it is having a 5GB limit, it should NOT say Unlimited and should say then 5GB and next to it in parenthesis or something slows down after reaching limit.
Just like for example like the companies that dont offer unlimited internet speed and charge you per each gigabytes that you go over and it tells you the charge. The same should be in this case but it clearly says unlimited and that what it should be. I am including a picture I took that shows this very clearly as proof.
In conclusion, after talking with someone over the phone regarding this unlimited internet access showing on my bill very clearly and nothing on the actual contract, I was told that there was nothing they could do. I said that was fed up with your service and sorry that signed up with you and wish could cancel right now. Was told that if cancel before contract expires on September 10 cancellation charges will apply per line as the contract states. To me this is more than not right since shouldnt be bound by this and should be let out of the contract without any charges since it is clearly that after all this and all the proof it is false advertising and not an accurate contract.
The right thing to do is to let cancel the contract without any early cancellation charges that will apply for canceling 5 months early.
I also told the customer service rep that will be calling your corporate offices tomorrow morning to see how they are going to fix this, plus I will be posting my experience and opinion on different web sites/sources letting people know what you are doing so they can be very careful and I wont be referring no one else to T-Mobile.
As they say. Word of mouth makes a business and also can break a business!
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