We had been verizon for cell phone service for at least 10 years, but it was becoming too expensive. After comparing our options we decided to move forward with Tmobile based on what they offered and the 'advertised' service coverage in our area. Part of what happened here was our fault, but we were going on what they advertised as their service maps.
Signed up for service in March however right after we signed up we had headed out of the area on vacation for a few weeks. When we got back of course the 14 day trial buyer remorse period was over. What do we find? Very spotty service in our area. Phones were never in 4G, and we couldn't carry a call if traveling for more than 5 minutes because when our phones switched towers the calls were dropped. According to their coverage selector there is excellent coverage throughout our area (this is only 20 miles south of Washington, DC).
After troubleshooting for weeks and even replacing both phones on the account we finally had enough and just had to cancel since there was no service. I knew cancelling the service we would be charged by the ETF's per line ($400 total) and any prorated amount after the end of our last billing cycle.
According to the contract there is where everything went downhill. Fast forward a month after cancelling the service (I was awaiting the bill to arrive) a $650 bill shows up with no breakdown. I called and found out the following:
$400 cancellation fee (accepted this)
$90 in taxes on the cancellation fee (seems illegal but according to tmobile it is a service and not a penalty fee)
$30 lost out discount (even though we had service up until the cancellation date tmobile stated this voided our discount so it was not applied)
$125 almost a full months of service after we cancelled (service was cancelled 4 days after the end of our billing cycle and according to the the contract you have to give them 30 days)
I know the contract is binding so whatever is says we must do, but it just didn't seem right. I tried to argue some of these fees but knowone at tmobile would do anything 'just have a nice day' is what I was told.
After this experience with tmobile I've made a commitment to discourage anyone from going to tmobile for any service and let it be known how they treat their customers if that is what they want to call them. I plan on submitting a report to the BBB, which I expect will probably do nothing but it is worth a try.
We have since switched to sprint, which has better rates compared to verizon and the customer service has been great. Their coverage has been accurate as advertised so far and I've already done extensive traveling around the country with good results.
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