I have been a T-Mobile customer for several years and to be honest, have never been too impressed with the service.in august T-Mobile started a new program of unlimited nights and weekends 600 anytime minutes. I called them and added my teenaged daughter to my plan and upgraded her text msg. Limit. At that time I asked to put my phone, my husbands and my daughters phone on the new plan. T-mobile agreed to this and said that I would have to enter into another contract for one year which I agreed to. At that time we lived in an area that did not have reception but I wanted to able to use the phone at work at night. We continued with T-mobile for another year and had no problems.
In August we bought a new house and our new neighborhood had good reception.in september I went to an authorized T-Mobile store and added my teenaged son to my plan and upgraded my daughters phone. When I was in the store I told them I wanted the same plan that my daughter had with free nights and weekends, and the store owner assured me that it would be the same and even joked with my children about not being able to talk on the phone untill after 9pm.
Two weeks ago, I recieved a bill for 1700.00, almost all for night and weekend minutes on my daughters phone. I was shocked to say the least, but I wasn't to worried because I knew it was a billing mistake. I called T-Mobile and was shocked to hear that I had never had free night minutes only weekends. They said that I only upgraded my daughters Text msgs in Aug and since it had been so long without a dispute about my contract I couldn't change it. I explained that the reason I had not disputed it before is because we lived in a dead zone and didn't have reception and since I had upgraded over the phone I didn't sign a contract. We just got the bill and paid it. Needless to say, I am very upset.
After much argueing, they said they would take about 790.00 off the total bill. I talked to several people over the next few weeks and explained over and over this same story because apparently one of the ways they where you down is to not note your account so you just get so frustrated you repeating yourself that you give up!
When they finally did adjust my account, they only took 500.00 dollars off the total and said thats all they would do.in the meantime, they interupted my service several times. Finally, I just gave up and resigned myself to pay the 1100.00, finish my contract and switch service to another carrier.
I called customer service from my car and asked to speak to a supervisor, a man named Mike came on the line and to be honest, has been the only polite helpfull person I've delt with. I asked if I could make 2 or 3 payments and not have my service interupted and after some talk he agreed. I said it would be more convienent if they could do automatic withdrawls from my checking account and he said fine. Unfortunely, and this may be part my fault, he either entered my account info wrong or I told him the wrong information because I was driving at the time. He said my first payment of 390.00 would be withdrawn by 4pm the next day. When I checked my balance, it wasn't withdrawn. I called T mobile, and they said there was a problem with the account info so I went to the T mobile store and paid the 390.00.
The next day my service was disconnectedD!!! When I called T Mobile, they said that since I defaulted on the payment arrangement they could no longer accept payments and I had to pay in full! I also forgot to mention, that I talked to T Mobile several times immedietly after getting this bill and asked on several occasions to make sure they had fixed the problem and that I now had free nights and weekends and was assured that we did. I found out several days later when I spoke to Mike, as mentioned above, that I still did not have nights and weekends!
My biggest problem is that they would treat a long standing customer like this. All they would have to do is research my records to realize I've never been over minutes. I believed them when they told me we had free nights and weekends in Aug and that was a lie. It was a lie when they said they would take 790.00 off and only took 500.00. It was a lie when they said we had free nights and weekends last month when I upgraded and added a new line. All they have done is lie.
I have shared my horror story about this dishonest company and so far, I'm happy to report, 22 family members and 16 friends have so far changed service from T-Mobile to verizon, cingular and sprint. I intend to tell anyone who will listen!!! My fathers company will come to the end of thier contract in febuary, and all of his 316 employees phones will be switched to verison! The money T-Mobile has stolen from me will not compare to the money they have and will continue to lose from word of mouth. The customer is not always right but there is such a thing as manners and common courtesy.
Carol
Lynnwood, Washington
U.S.A.
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