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T-Mobile Rate Disputes

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Niyam of Boca Raton FL (12/8/03):
When my old phone conked I was given a free phone if I renewed 1 year contract with T mobile which I did. I was told I will have free weekends and unlimited weekdays until evening. I never really utilized the service much until I gave the phone to my recently wedded wife. I then got a bill for over $1200 for 2 months. I proceeded to tell T mobile my case but my pleas were ignored.

Only when I went higher up the ladder was I told I would be given a credit of approx. $800. I was told by Miss Dawn at 1877 2906323 ext 3742 that I will be liable for payment of $262 plus $270 in full and final settlement because of the miscommunication and misunderstanding of my plan. I paid the $262 and was to call her the following month to make $270 payment.

Being once bitten twice shy I reiterated and stressed with Dawn that please make sure your notes are clear and that when I call next month to make payment of balance $270, please do not put me through stress and going around in circles. When I called the following month I am now told that I was not told to pay $270 but I was told that $270 in overage charges were to be deducted! So I am liable for approx $500 now -- 3 times I made it clear with Miss Dawn and I even had her repeat aloud like a schoolchild that I will have to pay $270 for final settlement. (please note I can get metro pcs for $40 unlimited service) but I am still willing to pay $532 just to have peace of mind and good credit.

Damage resulting: Lost over $600 and my mind. Now I have to fight them to live up to their commitments and preserve my credit!

Raymond of East Brunswick NJ (8/1/03):
VoiceStream has bult an impossible process for buying additional minutes under their prepaid plan. And they give little or no warning when the account is close to empty; it is up to the user to call in and check the minutes left. There are many authorized VoiceStream resellers in my area, but none of them stock the prepaid minutes cards. They always try to sell a VoiceStream contract instead. Voicestream has just two retail outlets within 35 miles of my home, which I must drive to when I need to add time to my prepaid account.

They have a subsidiary, but it requires three steps: first, buy the card from a subsidiary retailer. Second, call the sub 800 number and read in the number on the purchased card. (The 800 number can't be called on a pay phone or the cell phone) the sub provides a VoiceStream authorization number. Third, call VoiceStream and give them the authorization number. VoiceStream marketing must be into drugs; they can't possibly expect to keep users, much less encourage prepaid customers to convert to contracts, with this deplorable process.

It took me three hours and 45 miles of driving to get the replacement minutes card I needed today. In the Fall I plan to buy a one year contract ... with Verizon.

Jamileh of Glen Burnie MD (3/12/03):
I signed up for the T-Mobile service on Nov 2002, as a family plan, where my daughter and I can use the phones in case of emergences and when I am out of town. The first full month of activation, I received a bill of $1,535 mostly due to claims of instant messages (IM) to users with AOL account. Both my daughter and I looked at the bill and the times of the charges and we were surprised to see the amount of calls been claim on our account (bill size consists of 725 page).

I've contacted the customer service on line and on-line disputing the charges and the times and dates, and I willing to provide them with the dates that I am sure we could not use the phone for IM, as evidence of questioning the validity of the bill. The customer service representatives were not interested in any of these complaints and insist that the charges were valid. I received following month bill for $925 for the same reason. This time, we have numbers listed on the bill claiming that we sent IM to these phone numbers. We had no idea who these phones belong to. My daughter and I contacted the numbers we did not recognize the users. I’ve mentioned that to the customer service representatives. They did not care. They claim they did their own investigation on both bills and the charges are legitimate.

It seems to me that I've been billed for receiving and sending IMs. Additionally, looking at the bill, I've been charged 25 cents for every minute. Both bills indicate that I've been doing IM for more that 12 hours constantly without stop. Which does not make sense, since I have a full time job, and I can't have my mobile phone with me in the office, and my daughter's school prohibits the use of the mobile phones during school hours (except for emergencies). When I signed up for the service, I was not informed that I have IM on the phone, or the cost of the services of IM. I've tried to explain that matter to the customer service, but again they did not care. I asked the customer service if the billing for IM is on both the sender and receiver and thy said yes. I found out from one of the numbers (that is listed on the phone bill as contacted number), that it is not the case. I am thinking of terminating the contract, which will cost me $400 in addition to the charges I’ve been charged for.

For a single parent without child support, this is a real financial burden, that I may not be able to relieve on my own.

Deidre of Jacksonville FL (2/25/03):
One year ago I had to pay a security deposit of $250.00 which I was to receive back if I kept my service for one year. When I inquired about it they stated that I would receive it back. I received a letter stating that I couldn't get it because my account was suspended. I had to fax them a letter from my bank stating that they never received an insufficient ck so it was an error on T-Mobile. Now they say that it is my payment history -- that I was late.

My account was never over a month late I always mailed it on time and I can't account to the mail system. If it was ever late It couldn't have been more than a day or two. I would have never agreed to renew my account if they were going to keep my money. I think it is unfair to use one excuse after another to keep my deposit.

Marlene of Brooklyn NY (2/13/03):
Before I went on vacation in December I called t-mobile to verify how much I would be charged per min when I used my cell phone in Malaysia. I was told 99 cents per minute. I got my bill and I was charged 1.99 per minute instead. I inquired as to why the rate was different on my bill when I got it and I was told it was 1.99 per minute. I told them that was different then what I was told over the phone and could they just adjust my bill to the 99 cent rate. I was told to contact customer relations by phone or e:mail.

I contacted them by e-mail and was told the rate for Malaysia was 1.99 and that it changes periodically. I asked them what was it in December when I called and they said 1.99 and I told them the customer service person did not tell me that. They then basically told me there was nothing they could do and i told them this was unfair because I have been a customer for over two years. Then they offered me a months free service and I told them that I deserve more then that. I told them over the last two years the service has stunk, too many dropped lines or my service does not work. But I have never complained nor did I ask for credit I just put up with it figuring there was nothing I could do. Now all I am asking is that they change the rate on a very high phone bill. They can afford it.

I have a phone bill over a thousand dollars that I cannot pay. All I am asking is that they change the rate to what I was told over the phone. the bill will still be high regardless. I am presently being laid off from work and I don't want this to ruin my credit so I have discontinue my service in order to pay the bill.

Harshita of Arlington TX (1/27/03):
I'm being charged for the minutes which were free in my plan! Customer service people do not have the right information themselves. They give out the wrong information to the customers and then grab THEM for the mistakes THEY made. I always asked to be on the nationwide plan, which includes NIGHTS FREE, UNLIMITED WEEKENDS AND 600 WHENEVER MINUTES! They kept playing with my plan, even after saying and confirming my plan numerous times they kept me on the wrong plan which DID NOT include nights free -- and that's the time i make most of the calls and now they are charging me $500 for those minutes, which I thought were free according to the plan i was on.

Gary of Dumont NJ (9/19/02):
I ordered a cell phone under a secured plan for a $75 security deposit. I cancelled the service 4 days later because it was completely unacceptable and barely held a signal. When speaking to customer service on 8-11-02, I was assured I would be given a refund, and my account cancelled. Today I received a late notice affecting my credit. I called customer service and a rep, David, was absolutely no help to me, so I was transferred to a "manager" Marie who was rude, and threatening toward my claim. For example, she actually said "There is nothing I can do for you, so go somewhere else". I am outraged by the fact that the matter was closed over a month ago, and all of the sudden my credit will be affected and they are attempting to collect $221.55 (including cancellation fee).

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