Complain about a product or service

T-Mobile Rate Disputes

Raj of Tucker, GA July 20, 2009

I have been with T-mobile customer since 2004, I am happy with service and I am still bound with their contact till end of this year. any time some small changes I make in service they renew my contract. I even ask then to make sure that I am not bound with contract they say, OK no contract. later few month i find myself with contract. I have been using Prepay Tmoble for several years, I added that line into my existing Tmobile service they told me no contract since it is tmobile, but i find my self locket till end of year, I am getting tired with this type of missbehaive many times in the past as well. Do I need to find good lawyer for this problem??? Please some one help me understand this situation. Thanks in advance,

Richard of Yuba City, CA July 16, 2009

In June 2009 I had a fall,suffered a concusion, and loss of memory for a period of time. My prepaid phone expired durning this time. When I was able to call T-Mobile I got no help. I wrote two letters to T-moble with no reply. I just wanted to continue with them but not loose my 139 balance.

Eric of San Pablo, CA July 2, 2009

In March 2009, my two year contract with T-Mobile was expiring, and I had trouble getting into their website online to choose an extension plan. I called their customer service at 1-800-T-Mobile and explained to them my problem. I also told them I wanted to upgrade to a new phone because my old phone was obsolete. A representative explained to me a new phone would also work faster on the new cell phone network that was now being used.

I chose a new phone and the representative said to me there was a 50.00 rebate available too. My contract was extended for two more years with unlimited minutes for 49.99 per month. I filled out the rebate form sent to me with the new phone and sent it in to T-Mobile. Also, I kept copies of the rebate form and all information submitted to them.

After sending in the rebate form, T-Mobile sent me a letter on April 30, 2009 stating they were unable to process my rebate because they needed more information. I sent them all the additional rebate information requested and kept a copy of the information they were asking for. I went back to my rebate form and noticed I did qualify under the terms of the rebate form, and all of the additional information they requested was submitted.

On June 9, 2009, I received a letter from T-Mobile Rebate Offer. They informed me they were unable to process my rebate because my account was not activated in the correct selling point per the terms and conditions stated on the rebate form for the offer. They then informed me purchases from un unqualified selling point are ineligible for the rebate program as submitted per your rebate form. I went back to my rebate form and read the following, "Rebate offer valid only for purchases of qualifying handset upgrade through T-Mobile Customer Care&Web." The rebate form then states, "Offer not valid for purchases made at any other locations other than t-mobile.com, or 1-800-.

My phone was ordered through T-Mobile at 1-800-T-Mobile. The rebate form also states ,"Offer not valid on Flex Pay plans without a one or two year contract. My Flex Pay plan was for two more years. My account was in good standing, and I qualify according to the terms stated on the rebate form. Why did T-Mobile send me a letter asking me for more information in order to process my rebate and then tell me they cannot process my rebate at a later date?

I called T-Mobile and spoke to a woman who was very nasty and rude. I hung up the phone and called them back and spoke to someone else who was very nice and said I did qualify per the terms of the rebate and said the rejection letter was sent out by mistake. The person then said I would be receiving my rebate in six to eight weeks and gave me a new tracking number. I expained to this rep, that six to eight weeks have already passed per the original submission and explained to her the original rebate form said I should receive my rebate in six to eight weeks. The rep appologized and said she would process the rebate and send it to her supervisor for expedited processing.

Today, July 2, 2009, I received a new letter from T-Mobile with my new tracking number on it. The new letter said the same thing the original rebate rejection letter said. They were unable to process my rebate due to the same reasons explained in the rejection letter dated June 9, 2009.

I still do not have my rebate, and the rebate offer is a fraud. After three months have passed, I decided to check Consumer Affairs website to see if anyone else has had this problem with a rebate. I noticed on March 26, 2009, under T-Mobile billing complaints, another person is also complaining about not getting the 50.00 rebate from T-Mobile.

If I do not qualify for the rebate, then why did T-Mobile ask for additional information to process my rebate on April 30, 2009. Why did a T-Mobile rep tell me on the telephone after receiving the rebate letter dated June 9, 2009 I qualified for the rebate? Why was I told I qualify for the rebate and now I am being told I do not qualify? This looks to me like a slick and dishonest way to sell older cell phones before a new model is introduced.

Marichel of Los Angeles, CA July 1, 2009

June 26, 2009, attempted to make a purchase of a pre-paid cell phone, totaling 125.00, with my Visa/debit card. At that point they immediately placed a so-called hold for that amount on my card. After that they said they would transfer me to the Verification Dept who would ask me a few questions. I answered all of their questions, then, according to them, they told me I cannot purchase the phone because one of the questions was answered incorrectly.

I spent the next 3 days (5 days if you count the weekend) bouncing back & forth between T-Mobile and my card company trying to get them to remove the hold so I can use my card at a brick & mortar phone store. This caused much anguish and frustration because the hold---which blocks the account---prevented me from purchasing elsewhere. I am livid that they can immediately place a hold or block on my account, but yet I have to go through a living nightmare to get them to take it off.

On top of all of that, some of T-Mobile's reps were downright rude and should not be in a position of providing any type of service to the public with an indifferent attitude. And, they were secretive about why they refuse to sell me a phone, telling me to go to a store to buy it.

Margaret of Hazel Green, AL May 20, 2009

I was with T-Mobile since 1978 or 1979. I have never defaulted on a payment or any other thing. I always paid my bill on time. I added anoter line to my cell and the Family Plan (unlimited) everything. At that time the rep told me I could cut that line off at anytime. When I tried to do that yesterday (May 19, 2009) several different rep's and supervisor's told me that I would have to pay a 200. cancellation fee. I told them that is not what I agreed to and could they produce the phone conversation where I had agreed to that. They told me that it was recorded at random. I even asked could my friend on T-Mobile transfer her number to that line and they said she would have to pay that cancellation fee to which I said it is not a cancellation it would be a 'transfer.' I even told them that they would be better off waiving that fee (if in fact it was a fee) because not only would they make that money up in two months but because of my long un-blimished service with them which they would lose. After an hour or more I was so angry that I told them to cut off both lines 'now.' They did and I have no phone at the moment, not even a land line. They said I would be responsible for another two hundred dollars for the cancellation of my number. I never went to a store nor signed a contract. I will not pay the 'cancellation' fees. I will pay them what I own them, in fact I sent in a payment yesterday very early but I refused to be duped and cheated! There will be credit damage to my record because I refuse to pay their so called fees. As that was my only phone, I now have no phone!

Melissa of Johns Island, SC May 18, 2009

How can it be legal for a cell phone company change your plan without your consent?

T-mobile bought Suncom. Customers were told that nothing was going to change if you stayed with the Sun-Com unplan and everything was fine. About 3 months ago I started getting really high phone bills. It took 6 phone calls to understand what actually happened and I'm very curious how this can be legal. They changed my plan and started charging 20 cents per text message after they sent out a notice that they'd be making this change to my account. I pay stuff automatically so sometime do not open all my phone mail. I was also often receiving double text messages on my phone that they could never explain.

How can a cell phone company change your plan without your consent? It seems illegal and yet they say it's in the contract for them to do it. It's very frustrating because and they are unwilling to acknowledge that it is slimy and underhanded to change someone's plan without them consenting to it. I have to pay these outstanding text message charges. They were GRACIOUS enough to credit me half of the text messaging charges. I am not happy with T-mobile and their robotic responses to my issues. To me, it is unacceptable for a company to change your plan without your consent and then charge you for the changes you never consented to.

Ellen of Far Rockaway, NY May 8, 2009

I was told that I would receive a rebate when I got a new phone and renewed my contract. The t mobile rep. gave me the rebate forms and told me what to do. I got a letter from t mobile that I did not qualify for the rebate because I did not add a service. I was never informed that this was the prerequisite. my daughter renewed her phone (same as mine) at a different site and received her rebate without having to sign up for this service. This is the second time that I have been a victim of deceptive sales practices by t mobile. I would appreciate if you would look into this matter.

todd of pennsauken, NJ May 5, 2009

t mobile ran a special 3 day on line add for samsung phones, every time for 3 days when i tried to order they said there is a problem with their computers and try again. after trying to order for 3 days i called customer service. they also could view the special, but could not help me, nor is there any way to connect me to them. i emailed them, and tried to get the order while it was still in progress. nothing could be done while the special was active. the day after the special was over all systems were working fine but i could not have the special. they said i needed to order it then. although through their fault, there was no way i could. if that's not a scam, i don't know what it is!

Milton of Everett, WA March 24, 2009

Milton of Everett WA (03/24/09)
I I signed up for a two year contract back in March of 2007; it was a family plan with 2 lines. A year later in March of 2008 I had to cancel one of the lines to a cost of 200 dollars and needles to say I had to choose a different plan since I was only keeping 1 of the lines. I called today (March of 2009) to say bye to T-mobile and they tell me that when I switched plans back in March of 2008 they sign me up for a NEW 2 year contract, I was NEVER told I was going to be sign up on a new 2 year contract, I was already upset for having to pay 200 for canceling a line! People switch plans all the time, that doesnt mean they are making new contracts does it?

I have to be with T-mobile for 1 more year according to them, its going to cost me around 1,200.

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