Complain about a product or service

T-Mobile Billing Disputes

Amy of Honolulu, HI October 6, 2009

I was a T-Mobile customer from 2006-2009. I came from Verizon to T-Mobile in 2006 because I was dissatisfied with my contract mainly because I felt they were too expensive. I shopped around before eventually signing up with T-Mobile. My fiancee and his family have had T-Mobile service since 2002 and had been very satisfied and urged me to try T-Mobile. T-Mobile also had affordable prices (I'm a college student, so budget is key in deciding a cell phone provider) and at the time, I really liked the Sidekick II. Ultimately, I decided to go with T-Mobile seeing how happy my family was with their service and they had prices that I could afford as a student. I came to T-Mobile hoping to have a better mobile experience, but was greatly disappointed when I came to be anything but satisfied. I had nothing but service problems, to billing problems and to malfunctioning phones. I returned my sidekick on numerous occasions just to have the same problems and have to have a new phone sent out to me. I even was told that part of the problem was due to my sim card and exchanged several different sim cards, which again did not solve the problem. Then, as a birthday gift, I received a new phone and thus extended my contact. Again, hoping for the best, I was again disappointed. However, despite my anger and frustration and many other problems, I stuck to my T-Mobile contract until May 2009. I ran into countless problems towards the end of my contract and was so unhappy, I repeatedly told T-Mobile and their customer service representatives that I would no longer be a part of T-Mobile at the end of my contract, which was at the end of May 2009.

I told them to make note of it on my file and was assured that this was done. I needed to make plans to switch to a carrier who cared about the happiness and satisfaction of its customers. I told T-Mobile I'd pay until the end of my contract. My number got ported out of T-Mobile 4 days before the actual end of my contract. I was greatly discerned when I realized that T-Mobile is now charging me an unlawful, unethical 200 for the 4 days my number was ported out early. Now, there was supposed to be a note on my account, stating I would no longer be with T-Mobile and I come to find out that no actual note was made and in fact there is "no record" of that conversation ever happening. I went in to the T-Mobile store in Simi Valley, California where I was accused of lying about the situation because their computer records indicate that that phone call and note did not exist. I do not appreciate being harassed by your employees. I came in there wanting to work something out, I even offered to pay for those 4 days, but your employees were unsympathetic to the entire situation and mistaken made on T-Mobiles behalf. I do not think I should be charged the 200 early deactivation fee that has been placed on me. Now I'm constantly being harassed by "creditors" trying to collect this money.

I'm a college student, without an extra 200 to give when it's not right. To you, this 200 means nothing but a mere 200 but for a University student, it's much, much more than that and it's about doing what's right. I'm sending a copy of this letter to the consumer protection agency as well as the better business bureau and I'm reporting T-Mobile for harassment and unethical treatment of their customers. As an Advertising/Public Relations major, I am also prepared to make public knowledge of my situation through any means in the local community of 10,000+ university students. I've tried talking to T-Mobile about this on the phone, but since this has been passed on to a "creditor", I can't get anyone to help me out or work with me on getting this problem solved. T-Mobile has been nothing but a terrible service and even worse with customer service. I'm greatly saddened that you would even come after a college student for this 200 that isn't even justly owed.

Jan of Wichita, KS October 6, 2009

I upgraded to a G1 Android phone from T-Mobile. I wanted it mainly for personal access to the internet at work. I admit that I am not very tech. savy and am an older consumer. My husband and I were planning a trip to the UK and I went online to find out about taking phone with me. We had been warned about making cell phone calls, but I only wanted it for internet access (email). I have an unlimited data access plan and signed up for an International access plan.

What I did not realize due to ambiguous and hidden verbiage, that the international plan only gave me access to international data roaming. It did not cover the extremely high cost. I honestly did not understand this and took the phone with me. Imagine my surprise when we returned home and found that I had been charged over 1,600 for data roaming. My husband was furious, to say the least.

I have been going back and forth with customer service ever since. I think T-Mobile's charging for international data roaming to unsuspecting customers deserves a class action suit. If you go onto T-Mobile's forums, especially the one for International use, you will see the same complaint over and over. The consumers do not understand the phones they are purchasing as they are complicated and the data access charges and billing are difficult to understand.

I have been looking at a lot of web information now, after the fact, and see that other cell phones can cause huge data roaming charges. The EU has moved to cap the charges, but the U.S. companies are gouging the consumers. We have been billed for 1,600 in international data roaming charges. By my daily faxing and calling, I have gotten 722 of the charges taken off. I have used a lot of my time on this endeavor. I have also filed complaints with BBB and FCC

daphne of elmwood park , NJ October 5, 2009

I have had serivce with Tmobile serveral years, I was grandfather in unlimited messaging at 9.99 a month. In august I cahange my plan that will lower my mins and use my favorite five plan,also with unlimited messaging. This plan was in effect on Billing Cycle September 13 to october 13 2009. I did not get a call or letter stating there is a problem with the new plan I chose,

October 5, 2009 my phone was not working, I was transfered to customer serivce they stated that my plan will not work with my GRANDFATHER CLAUSE 9.99 a month unlimited plan. I will have to pay 14.99 a MONTH IF i WOULD LIKE THE SERIVCES. I refused to pay the extra 4.99 a month for the unlimited plan.

I had to change my plan to a higher cost to keep my 9.99 unlimited plan. TMObile stated that the new special is 14.99 a month unlimited messaging. So I have to pay 10 to 20 dollars more a month with more minutes then I need to keep my unlimited messaging down. NO NOTICE JUST TRUN OFF MY PHONE...

JAY of LAWRENCEVILLE, GA September 30, 2009

I called TMOBILE to tell them if they charge me for sending a bill you are breaking my contract. I told them this is unfair to the customer. They stated that we cannot do anything about it. It is about going green with the enviroment. I said people need bills cause of business reasons. Tmobile did not help me out and said we cant really help, have a great day.

I filled a complaint with Tmobile with BBB I got a call from Marie saying that we got the complaint from BBB and that we cant do anything about charge for sending a bill to my home. I said is not fair to the consumar and that you are legally breaking a contract with me. I have since then filed a complaint with the FCC and I have the letter stating that I may contact the person at the above number for any questions that I may have. I have since called that person 2 times and left message and have no answer from them. I have been treated worst then a dog with Tmobile. It seems like the more you are loyal customer with Tmobile the more you are treated worst and like a dog.

Lynn of Nine Mile Falls, WA September 26, 2009

In August 2008 I noticed a change in the total of my T-Mobile bill. As I was out of state at the time, I was unable to contact T-Mobile until October 2008. As this change in billing total coincided with a change in the sales tax rates in a neighboring county, the county where the post office for my zip code is located, but not the county where I live, I inquired of T-Mobile customer service to know 1) what charges on my T-Mobile bill were taxable (such is not indicated on the bill) and 2) the rate of sales tax, state and local, being charged on taxable charges (such is not indicated on the bill).

The customer service agent did some figuring and decided they were charging me about 9% sales tax, state and county. Since that figure should be 7.6% combined, I requested the matter be looked into and that I receive a response. This individual also stated to me that the only charge on the bill being taxed was the basic fee of 39.99. Another T-Mobile customer service representative would, in March 2009, claim something different; neither of which was correct. I received no response to my inquiry. I called again in November 2008 and was assured I would receive a response in 48 hours. Yet no response was forthcoming.

In January 2009 I was told, when I called Customer Service that notes on the account stated I was being charged the proper tax; no enumeration of what charges tax was being charged on or rate of tax. When I requested to be put through to someone more knowledgeable, I was told they could not do that. Subsequently, I was told there was nothing they could do for me.

In March, again in May, I received letters from T-Mobile Customer Service claiming I lived in the neighboring county and delineating taxes charged for that county. In June 2009, T-Mobile sent a letter to me in which they stated the matter was closed, if I didn't like the taxes in the county where they claimed I lived, I should take it up with my local representatives as though it was the local representatives fault that T-Mobile was charging taxes for the wrong county. During this time-frame, I had sent T-Mobile the top portion of my property tax statement, maps showing the approximate location of my property, the URL for the county assessor website where a property search showed my property in the county where I live, the document that can be printed from that URL showing the county in which my property is, and both the URL for the state and county tax rates and a copy of that document. T-Mobile adamantly refused to address the obvious discrepancy between their claims and the evidence presented to them.

In early May 2009, I notified T-Mobile that if they did not resolve this matter before May 20, 2009 I would termnate my T-Mobile service. They did not respond and I terminated my service on May 19, 2009. Almost immediately, T-Mobile engaged in a campaign of telephone harassment, calling my home up to three times a day, three times a week, demanding payment. This harassment continued, even though T-Mobile was told to cease and desist, until June 22, 2009.

In early June 2009, I filed a complaint with the Washington State Attorney General who contacted T-Mobile. Jason M of T-Mobile called my home wanting to "resolve the issue." Considering the past conduct of these people, I told Jason Moten that anything he had to say, he could put in writing and send it to me, and I hung up. He called back, stating he was not putting anything in writing and further trying to claim I was being uncooperative! The following day, he again called my home, acting like he had never spoken with me before. He wanted me to send him information proving I lived in the county in which I live. I told him I had sent that information previously and asked him if he had seen any of the multitude of letters sent to T-Mobile previously regards this matter. He stated he had not. I sent him the information which he would then try to claim I hadn't sent. The information was sent certified, return receipt, it was signed for.

Finally, on July 21, 2009, I received, by way of the Washington State Attorney General's office, the information I had repeatedly requested since October 2008. Interestingly, the tax being charged was correct. Jason M's response to the hundreds of dollars in time spent writing letters trying to get this matter resolved, postage to send, gas, wear and tear on my vehicle taking these letters to the post office (14 miles one way) was to claim there is no "contractual" obligation to pay my costs, at this time over 800. Subsequent letters from Jason M stated that if I didn't pay the 132.05 claimed owed by September 8, 2009, they would forward the account to collection (which they apparently have done - a separate issue).

On September 18, 2009, a bill for my costs incurred due to the failure of T-Mobile to provide information the legal right of the customer was mailed President and CEO, T-Mobile. The letter was sent certified and was received. On September 5, 2009, I filed a complaint with the Better Business Bureau with whom T-Mobile has a rating of "F". Jason M responded to my complaint, stating T-Mobile regretted the confusion regarding the sales tax, and asking that the case be closed as the matter had been turned over to collection. He also re-iterated that T-Mobile had no "contractual" obligation to pay my costs. I responded that T-Mobile had a legal obligation to provide to the customer, in a timely and reasonable manner, information requested by the customer; that they had not, making the costs to me recoverable. T-Mobile has refused further response to the BBB complaint. The BBB website has catalogued over 23,000 complaints against T-Mobile.

Genova of campobello, SC September 24, 2009

numerous complaints...major one is they doubled billed me for a phone i purchased a blackberry i gave them 100 cash as was to bill the remainder to my credit card...they announced loudly card was declined (which is wasnot) they tried 2 x then i said ok here is my debit card they billed that as well! i checked both accounts both were charged.

2 girls in store at 6 30 pm on 9/24/09 were immature and rude were playing and texting and talking about their personal gossip and had no clue what they were doing. they also rudely rolled their eyes and told me i didnot qualify for the blackberry 15 dollar plan which i do so i had to call customer service while in the store to prove them wrong then they were really rude. but my MAIN concern is i was double billed for this phone! i have tried numerous calls and online chats...i cannot seem to get a supervisors name. they withold this info i guess it must be classsified.i lost 199 dollars due to double billing!

Shirley of The Colony, TX September 23, 2009

I cancelled T-Mobile service 7/11/09 via transferred my phone number to another service provider. I had a 2nd line on my T-Mobil account and that line was for my son who is a grown man of 38 years old, and I had added him to the account and authorized him to access the account. In late May my son's cell phone was stolen; he called T-Mobile in early June and had the line deactivated. I paid what I thought was a final bill to T-Mobile, for services 6/15/09 to 7/14/09. I received a bill for services 7/15/09 to 8/14/09 for 87.49?! On 8/26/09 I called and talked to representative Delicia R_ (would not give her full last name), and she confirmed that the service was cancelled, although she said it was effective 7/17/09 yet my service with the new provider was effective 7/11/09 which is the service begin date on the new servicer bill. I debated that I owed T-Mobile for the period 7/15 - 8/14. Rep Delicia said that the 2nd line was still active and that is the reason for the bill. She insisted that the charges would remain and that I do owe for them; she refused to negate any of the charges. I did not pay the charges, and same day- 8/26/09 I wrote a letter to T-Mobile disputing the charges for service we did not use. To date I have not received a response. However, on 9/23/09 I received another bill for a total of 122.73, which is additional 35.24. So on 9/23 I called and was told that the 2nd line was not actually cancelled until 8/26 so the additional charges are for 8/15 - 8/26. This is unbelievable. I will probably go ahead and pay the bill in order to keep it from being reported to credit agencies; however, I will continue to dispute the charges.

Dorival of Chicago, IL September 16, 2009

The best of my recollection is that happens in September of 2006, I received a credit in my account in the amount of 30.00 with my monthly bill. I paid my bill without the 30.00, two weeks later I received a phone call from Team mobile customer service stating that a own them 30.00. I told then that I have paid my monthly bill and don't know why I own then that money.

Next day they did the same thing, after several calls they admitted that they send credit to my account by mistake, and they want me to pay then right the way. I told that a need a bill stating what happens and if possible the mane of the person the credit was suppose to go. They refuse, two days later they simple disconnect my phone line, for the lack of payment. On top of that they are charging me 300.00 and some change of charges of a broken contract; they send my name to collecting agencies.

I gave my phone back to then at one of their store since I don't have a service why do I need a phone? I give the phone back at N Howard St chicago IL 60626. That phone I use to work I'm a handy man and the phone was my livelihood. As a consequence of loosing my line I loose my customers and my business, I could not pay mortgage and lost my condo.

I made complain with the FCC, and they did noting to solve the case on 3/20/07 they close the case. In April of 2007 I went to Brazil to leave over there because I was dead broken I return to USA on 9/12/09. I honest hope that something can be done against Team mobile; they made me pay dearly for their mistake, and nothing happens to the person who made that mistake.

Reka of Lindenhurst, NY September 12, 2009

I am extremely upset about T- Mobile. I have been a costumer for 4 years and 3 months, I have never been late on my bill nor went over my minutes. I also don't just have a basic plan, I have internet, texting, blackberry plan etc. My monthly bill is normally about 100. This month my bill came 260 and reason being is I went over my minutes about 300 additional minutes. but 300 minutes cost 160 in addition to my 100 monthly bill? I would say that is unfair and I called T- Mobile about it.

I have been a loyal costumer for 4 years and I really never had an issue with them until now. Customer Service is not what they used to be. They are not helpful, they are rude and have no knowledge of anything. I told them I needed a credit towards my account and I am willing to change my plan to a more expensive one where I would have unlimited minutes instead of the 1000 I currently have. They suggested maybe i should cancel my service because they can't help me out? Unbelievable i thought so of course I asked for supervisors and they said there is none available and they would call me back.

2 days later I had to call back again because of course they never called me and spending 40 minutes on the phone again. I told them I need a credit towards my phone bill. They offered 30 and I told them that must be a bad joke, but actually it wasn't. So I advised them that my phone bill never had details about how much it would cost per minute if I go over my minutes which I think is illegal. They said it is detailed on my phone bill? My phone bill comes and then I would see how much they charge per minute when I went over my ninutes which is after the fact.

I am so outraged about T-Mobile and I actually have noone i know with this company any more, all my friends switched to different cellphone companies and I am probably going to do the same thing. Which will cost me 200 additional to my phone bill because of the early termination fee. actually there are class action lawsuits regarding ETFs because they are unfair and not legal. So I am gonna have to pay 460 to get rid of my TMobile service? If this is not a definite overcharge and abuse then what is?

Lynnette of Philadelphia, PA September 9, 2009

Are cell phone companies allowed to charge you a fee because you do not allow them to access your checking account for your monthly payment?

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