1. #1
    udjau
    udjau is offline
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    To Whom It May Concern (and to all readers, T-mobile Customers and those contemplating the option):

    I have been a customer of T-Mobile for over two years and so is my wife. While we thought that T-mobile was one of the best wireless providers, I may confess I have been disappointed with "sloppy" work of some of the customer representatives in the last three months.
    It all started sometimes in Mid-June when I called T-mobile customer service to inquiry about a possible change of plan. I was interested in so-called FAMILY PLAN PLUS and after speaking to the REP., I was advised that before anything is done, I should go to a local T-mobile store to fill out a "change of responsibility" form. When I discussed the plan with my wife, we realized it did not worth making the move at that moment due to the costs and the inconvenience of minute-sharing. I took no further step and I thought it would not affect me in any case.
    A Month later, I was shocked to learn that I was billed an amount of $374.72. This bill was due by 7/20/04. I called the T-mobile Customer Service on 07/09/2004 and I was told that the reason for that amount was because I had used up my minutes resulting from having changed my plan from 600 minutes to 60 minutes. I told the rep. that under no circumstance I had ever requested to be switched from 600 minutes to 60 minutes; therefore, I must not be billed based on this. After investigating what had occurred, I was credited $186.36 and $143.00 at the very same moment. As a result, I paid the remaining amount of $44.57, hoping that the problem was definitely solved.
    Surprisingly, in mid-August, I received another bill in the amount of $253.63, which was supposed to be due by 8/22/04. Once again, I called the Customer Service on 8/13/04 and had to explain everything from the beginning and the Rep. gave me a credit of $210.00 because as it appears (according to his assessment), T-mobile was billing me based on 60-minute-plan, instead of 600 minutes. Again, after having been guaranteed that I was given a credit of $210.00, I went ahead and paid the balance: $43.63.
    However, on 8/23/04 I got a text message stating "Your T-mobile bill is past due. To avoid service interruption, please make a payment by dialing...and so on." After receiving this message, I called T-mobile Customer Service (8/23/04 around 12:40 p.m.) and spoke to a Rep. by the name of Arnold. I explained to him the reason why I think T-mobile was over-charging me. After almost one hour on the phone and final conclusion, I ended up requesting to speak to a Supervisor. He, identifying himself as Sandrea, went through the whole thing and finally understood the reason for the mistakes saying that "because of the billing cycle split, T-mobile did not make proper adjustments; implying that I was only credited a half of what I should have been on 07/09/2004..." He apologized to me and said that they were going to credit my account. Because I had been on the phone for so long (over 50 minutes), the Supervisor told me that they would be calling me back to confirm that the adjustments have been made. That was about 12:50 p.m. on 08/23/04.
    Four hours later without receiving a phone call, once again I called them and I spoke to a rep. by the name of Joan. After the usual ritual of explaining everything from the scratch, she told me that neither Arnold nor Sandrea had left any notes in the account when I spoke to them earlier, despite the promise that they would be taking care of the problem. Unsure about what to do, Joan spoke to another Supervisor who came to a different conclusion. In her words, the supervisor said that "because there had been 2 credits given to this account, no more credits will be given." Why shouldn't they give more credits if it's pertaining to the same problem, which they agreed in rectifying at first place on 07/09/2004?
    Confusing enough, I ask: isn't clear that changing my plan from 600 minutes to 60 minutes was a mistake acknowledged by the T-mobile? Should not that be enough for them to take care of the related-issues despite the claims that I had been credited twice? In three instances (07/09/04 and 8/13/04 and 8/23/04---1p.m. conversation, I was told that T-mobile would be crediting my account, but over-ruled later by other reps. Why is that so-much disparity among your reps? Why aren't they leaving notes on my account file? All the reps were able to confirm my phone calls and inquiries, but no notes about any actions taken were left on the file.
    I am inclined to believe that had the reps I spoke to on 07/09/04 and 8/13/04 in addition to Arnold and Sandrea (08/23/2004)left notes about their conclusion (stating on the phone that they found the problem; consequently apologized and promised to credit my account), this matter would have been solved by now.
    I urge T-mobile to solve this matter as soon as possible. I remind that in addition to stress that this has created, I have spent hours and hours of my time calling there and reaching no end. I want to stay with T-mobile, but any further confusion would force me to change phone provider. Instead of one, T-mobile would be losing two good customers---my wife and I. In addition, I will be forced to seek compensations through a court of law because of all the anomalies, inconsistencies and time constraints that this situation has caused me in the past three months.
    Furthermore, I have been threatened by your reps that T-mobile's decision is final and the customer, ME, would be the one paying the final price, since the account will be referred to a collection agency, which at the end would be reported to the credit reporting agencies. If T-mobile (as it often claims) records its phone conversation with customers, please review your data and find out whether I have ever authorized the company to switch me from Plan A to Plan B. It just doesn't fly for someone like me (not struggling financially and with no obvious reasons) to change to a plan with no apparent benefits. If T-mobile can take time to review my account history, it will find out that my average minutes usage doesn't justify reducing my minutes from 600 to 60.
    However, knowing that I have just renewed both my account and my wife's account for another year, T-mobile knows that it doesn't have anything to lose since I would have to pay early termination fee if I had to discontinue my service. So, there is a reason why they don't care at this point which way I would choose to go. They believe that if I refuse to pay the account, they will send it to a collection agency and if I choose to discontinue my service, I would have to pay about $200 for breaking the contract. Isn't this what common people call "the catch twenty two?"
    Thus, it seems apparent that T-mobile has this planned so well and no matter what, they're on the winning side. But, here's my promise: I won't go down easily as you predict. I have filed complaints with every single possible consumer agency, including FCC. And expect more to come unless T-mobile is still interested in resolving this matter by acknowledging its mistake and rectifying the problem.

    Sincerely,

    Umaro Djau


    See More: T-mobile Inconsistencies, Bad Service!




  2. #2
    tmosucks
    tmosucks is offline
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    cali
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    the same thing happend to me over 5 times and now im forced to take tmobile to court for over charges that was tmobiles mistake, defective phones, and canceling my tmobile service * somebody cancelled my contract without my permission* and changes to my plan without my permission. altogether im going to sue for $4,362.92.



  3. #3
    darkangel436
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    29

    wow thats insane.



  4. #4
    Tywrap
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    Lucky I havent' had the problems you folks have. But in July, Verizion here I come. T-Mobile's Customer Service has gone down hill in a short amount of time.



  5. #5
    motodude300
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    I have had t-mobile for quite some time now, and in the begining their customer service was GREAT, the best one, but know it seems to be going down hill, but still t-mobile has the best customer service. T-MOBILE ROCKS, well... so far



  6. #6
    mediadealer
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    your scenario is very out of the norm for tmobile. The fact is that when someone credits your account they have to note HOW they resolved the issue, the obvious way to resolve your issue is a simple rate plan change back to what you were originally on. Furthermore the reps should have set a follow up to issue a credit for your unbilled usage (which is why you recieved the second high bill)

    The trouble with tmobile right now is that they are growing so fast that they have to hire tons of new reps, and also employ outsourcers to do customer service. The outsourcers do not care nearly as much the customer as a customer service rep employed direct by tmobile. And the new reps are just trying to hard to follow policy.

    Good Luck and let us know how it goes!
    Sincerly,
    --corey



  7. #7
    Pr0s
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    As has been said this scenario is VERY out of the norm. As was said.... anytime a representative, accesses your account it automatically generates a memo in the account. This serves as proof of account access so should a representative fail to leave a memo in their him/herself (which is definitely not a regular occurence!), and usually if does happen is only because the system/program has crashed before being able to do so (not likely to have happened multiple times!), there is still proof of account access. Now... I am not discrediting you, but... the way that a person would change a Pooling Plan, and individual plan is totally different. Two different things.. and I must tell you. I have spoken with many people in the past who have disputed things, just as you are... "Why would I change my rate plan to something lower".. but there were memos supporting the change of rate plan requested by the very same person (especially if contract renewal required!) I was speaking with, with multiple follow-up calls where they were notified of their rate plan for some reason or another, and even times where they call in to insure the request was completed, to which they were again advised of their plan change, and their current plan. Now... the fact is this. T-Mobile does not aim to cause customers distress, and for the most part, all the customer care representatives I know aim to please, and do what they can for their customers... and aim to resolve issues within one call. If your rate plan was changed, and there are no memos in the account, to explicity state that this change was requested then there should be no problem with you getting your credit for what is due......



  8. #8
    tical03
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    this is crzy becuase ive never not once had a problem with t-mobile except at one point my calls to land line caller id started comin up in my moms name since she activated the account orginally a few years ago



  9. #9
    teleguy
    teleguy is offline
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    Quote Originally Posted by udjau
    To Whom It May Concern (and to all readers, T-mobile Customers and those contemplating the option):

    I have been a customer of T-Mobile for over two years and so is my wife. While we thought that T-mobile was one of the best wireless providers, I may confess I have been disappointed with "sloppy" work of some of the customer representatives in the last three months.
    It all started sometimes in Mid-June when I called T-mobile customer service to inquiry about a possible change of plan. I was interested in so-called FAMILY PLAN PLUS and after speaking to the REP., I was advised that before anything is done, I should go to a local T-mobile store to fill out a "change of responsibility" form. When I discussed the plan with my wife, we realized it did not worth making the move at that moment due to the costs and the inconvenience of minute-sharing. I took no further step and I thought it would not affect me in any case.
    A Month later, I was shocked to learn that I was billed an amount of $374.72. This bill was due by 7/20/04. I called the T-mobile Customer Service on 07/09/2004 and I was told that the reason for that amount was because I had used up my minutes resulting from having changed my plan from 600 minutes to 60 minutes. I told the rep. that under no circumstance I had ever requested to be switched from 600 minutes to 60 minutes; therefore, I must not be billed based on this. After investigating what had occurred, I was credited $186.36 and $143.00 at the very same moment. As a result, I paid the remaining amount of $44.57, hoping that the problem was definitely solved.
    Surprisingly, in mid-August, I received another bill in the amount of $253.63, which was supposed to be due by 8/22/04. Once again, I called the Customer Service on 8/13/04 and had to explain everything from the beginning and the Rep. gave me a credit of $210.00 because as it appears (according to his assessment), T-mobile was billing me based on 60-minute-plan, instead of 600 minutes. Again, after having been guaranteed that I was given a credit of $210.00, I went ahead and paid the balance: $43.63.
    However, on 8/23/04 I got a text message stating "Your T-mobile bill is past due. To avoid service interruption, please make a payment by dialing...and so on." After receiving this message, I called T-mobile Customer Service (8/23/04 around 12:40 p.m.) and spoke to a Rep. by the name of Arnold. I explained to him the reason why I think T-mobile was over-charging me. After almost one hour on the phone and final conclusion, I ended up requesting to speak to a Supervisor. He, identifying himself as Sandrea, went through the whole thing and finally understood the reason for the mistakes saying that "because of the billing cycle split, T-mobile did not make proper adjustments; implying that I was only credited a half of what I should have been on 07/09/2004..." He apologized to me and said that they were going to credit my account. Because I had been on the phone for so long (over 50 minutes), the Supervisor told me that they would be calling me back to confirm that the adjustments have been made. That was about 12:50 p.m. on 08/23/04.
    Four hours later without receiving a phone call, once again I called them and I spoke to a rep. by the name of Joan. After the usual ritual of explaining everything from the scratch, she told me that neither Arnold nor Sandrea had left any notes in the account when I spoke to them earlier, despite the promise that they would be taking care of the problem. Unsure about what to do, Joan spoke to another Supervisor who came to a different conclusion. In her words, the supervisor said that "because there had been 2 credits given to this account, no more credits will be given." Why shouldn't they give more credits if it's pertaining to the same problem, which they agreed in rectifying at first place on 07/09/2004?
    Confusing enough, I ask: isn't clear that changing my plan from 600 minutes to 60 minutes was a mistake acknowledged by the T-mobile? Should not that be enough for them to take care of the related-issues despite the claims that I had been credited twice? In three instances (07/09/04 and 8/13/04 and 8/23/04---1p.m. conversation, I was told that T-mobile would be crediting my account, but over-ruled later by other reps. Why is that so-much disparity among your reps? Why aren't they leaving notes on my account file? All the reps were able to confirm my phone calls and inquiries, but no notes about any actions taken were left on the file.
    I am inclined to believe that had the reps I spoke to on 07/09/04 and 8/13/04 in addition to Arnold and Sandrea (08/23/2004)left notes about their conclusion (stating on the phone that they found the problem; consequently apologized and promised to credit my account), this matter would have been solved by now.
    I urge T-mobile to solve this matter as soon as possible. I remind that in addition to stress that this has created, I have spent hours and hours of my time calling there and reaching no end. I want to stay with T-mobile, but any further confusion would force me to change phone provider. Instead of one, T-mobile would be losing two good customers---my wife and I. In addition, I will be forced to seek compensations through a court of law because of all the anomalies, inconsistencies and time constraints that this situation has caused me in the past three months.
    Furthermore, I have been threatened by your reps that T-mobile's decision is final and the customer, ME, would be the one paying the final price, since the account will be referred to a collection agency, which at the end would be reported to the credit reporting agencies. If T-mobile (as it often claims) records its phone conversation with customers, please review your data and find out whether I have ever authorized the company to switch me from Plan A to Plan B. It just doesn't fly for someone like me (not struggling financially and with no obvious reasons) to change to a plan with no apparent benefits. If T-mobile can take time to review my account history, it will find out that my average minutes usage doesn't justify reducing my minutes from 600 to 60.
    However, knowing that I have just renewed both my account and my wife's account for another year, T-mobile knows that it doesn't have anything to lose since I would have to pay early termination fee if I had to discontinue my service. So, there is a reason why they don't care at this point which way I would choose to go. They believe that if I refuse to pay the account, they will send it to a collection agency and if I choose to discontinue my service, I would have to pay about $200 for breaking the contract. Isn't this what common people call "the catch twenty two?"
    Thus, it seems apparent that T-mobile has this planned so well and no matter what, they're on the winning side. But, here's my promise: I won't go down easily as you predict. I have filed complaints with every single possible consumer agency, including FCC. And expect more to come unless T-mobile is still interested in resolving this matter by acknowledging its mistake and rectifying the problem.

    Sincerely,

    Umaro Djau
    Moral of the Story:

    ALWAYS when you call Customer Service for ANY company, cellular or otherwise, BEFORE describing your problem get the Rep's name and callback # and his Supervisors name and direct callback #, and let the CS rep know that if the problem is not resolved due to an error or misrepresentation on their part that it is resolved when it is not, that you WILL be following up with their direct Supervisor.



  10. #10
    Remag1234
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    Customer Service

    Quote Originally Posted by teleguy
    Moral of the Story:

    ALWAYS when you call Customer Service for ANY company, cellular or otherwise, BEFORE describing your problem get the Rep's name and callback # and his Supervisors name and direct callback #, and let the CS rep know that if the problem is not resolved due to an error or misrepresentation on their part that it is resolved when it is not, that you WILL be following up with their direct Supervisor.
    This is the worst case of "Lack of Communication". When calling TMobile using 611 IT'S FREE. Who in their right mind would stay on the phone for hours????? Going to a TMobile store should have taken care of this nightmare.



  11. #11
    Mr_Jon
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    I think t-mobile still has the best customer service by far.



  12. #12
    udjau
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    removed

    removed



  13. #13
    Nwahs
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    Re: T-mobile Inconsistencies, Bad Service!

    I have had T-mobile for 5 years or so, and they are actually not making much money (less then $10 a month or so) off my account. Every time I call, they treat me as if I am their most valued costumer.
    I have used pretty much all the wireless services out there, and T-mobile BY FAR has the best customer service. While you may have gotten a bad rep or two, the majority of their reps are very very good, and if need be, when you escalate a problem, they will solve it for you, if you are smart about it.
    Sorry about your bad experience, but thats not reason to try to get everyone else away from them.



  14. #14
    secrecyguy
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    Re: T-mobile Inconsistencies, Bad Service!

    udjau

    I don't know why you renew your contract if you are unhappy with them. You can still continue using T-mobile when your contract expire. You don't have to sign up again.



  15. #15
    TMOCCR
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    Re: T-mobile Inconsistencies, Bad Service!

    Quote Originally Posted by Nwahs
    I have had T-mobile for 5 years or so, and they are actually not making much money (less then $10 a month or so) off my account. Every time I call, they treat me as if I am their most valued costumer.
    I have used pretty much all the wireless services out there, and T-mobile BY FAR has the best customer service. While you may have gotten a bad rep or two, the majority of their reps are very very good, and if need be, when you escalate a problem, they will solve it for you, if you are smart about it.
    Sorry about your bad experience, but thats not reason to try to get everyone else away from them.
    Im a Tmo customer service rep and guys like this make me proud of my job.. I honestly think you just got someone at the end of a shift or bad day.. For me being 20 and making upper 12 an hour after tax while in college is damn good! They offer soo many incentives, bonuses, time off its ridiculous. I worked for cingular, alltel and MCI and tmo is by far the leader in work ethics and we DEF put the customer first. As he states, you'll always get your way if you ask or escalate..



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