Ripped off by T-Mobile

Greetings:

I've been a loyal T-Mobile subscriber and flawless bill payer since October 2004. You may want to read the text below before you too become a T-Mobile subscriber. It is a complaint I sent today to the Better Business Bureau about T-Mobile.

"T-Mobile is trying to extort and steal about $250 from me, and I hope the BBB can help to: (a) defend my rights; (b) force T-Mobile to refund all money about to be extorted from me under threat of suspension of service; (c) ensure that all applicable fines and penalties are judged against T-Mobile; and (d) that the BBB lists T-Mobile as a predatory company that uses unethical and misleading business practices.

I’ve been a loyal T-Mobile subscriber with a flawless payment history since 23 October 2004. On 05 JAN 07, I called T-Mobile customer service to determine if my subscription plan was optimally suited to my usage profile. The T-Mobile customer care representative (CSR) to whom I spoke reviewed my usage history and said I’d save a lot of money by upgrading my basic monthly subscription from $69.99 for 1000 airtime minutes to $99.99 for 2000 airtime minutes. The CSR said my monthly bill would be much lower because I’d no longer exceed the monthly airtime limit. She said that based on my usage profile, my total bill each month would be around $125 to $135. She said that that if I upgraded my subscription by 23 JAN 07, the new 2000-minute limit would be applicable immediately, to the current billing period.

She said I could get the upgrade either over the phone with a T-Mobile CSR or do it myself online at the T-Mobile website. I thanked her and said I’d either call back or make the change online. On 22 JAN 07, I logged onto the T-Mobile website and upgraded my subscription to include 2000 airtime minutes per month.

On 7 FEB 07 I received T-Mobile’s bill for $392.62, of which approximately $250 before tax was attributed to airtime charges in excess of 1000 minutes. So my subscription upgrade had NOT been applied to the current billing period. I called T-Mobile customer service and spoke to three people: a CSR, an “account specialist” named Alan and finally a “manager” called “Tyrell 073271.” I was told that my plan had not been upgraded immediately because it had not been done over the phone with a T-Mobile CSR. I was guided to the page of the T-Mobile website where subscribers can select their subscription options and saw, in fine gray print above the options list, a statement that changes selected are effective for the following billing period.

BUT I HAD BEEN TOLD BY A FRIENDLY CSR, A HUMAN BEING, THAT I COULD MAKE THE CHANGE EITHER OVER THE PHONE OR ON THE WEB. SHE SAID NOTHING ABOUT LOSING ANY PRIVILEGES IF I MADE THE CHANGE MYSELF ON THE WEB. During my call to T-Mobile on 07 FEB 07, T-Mobile’s most conciliatory proposal came from Alan the account specialist, the second person to whom I spoke, who offered to deduct $100 from the amount T-Mobile wants to steal from me. Manager Tyrell 073271, the third person to whom I spoke, rescinded Alan’s $100 deduction offer and insisted that I allow T-Mobile to rip me off for the full amount of about $250. That’s the reason for my present plea to the BBB: Please help protect me and other consumers against the unethical, predatory and larcenous practices of T-Mobile, and ensure that the company suffers all the penalties it deserves under the law."

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Originally Posted by ecnyc7

T-Mobile is trying to extort and steal about $250 from me, and I hope the BBB can help.

BS. You've been a customer for 3 happy years until you recently called to get rate-plan information. On that call, you were completely non committal about making a rate-plan change with the rep on the phone. She had no idea when you wanted to make a rate plan change. She offered to make the change and you declined her. Then you reconsidered and went to TMo's website. By your own admission, it tells you on that same website that changes made will not become effective until the next billing cycle.

You've made totally make false claims about "unethical, predatory and larcenous practices" here. None of that is true. It is no one's fault other than your own that you did not bother to read the directions on the website. Rate changes probably can't be immediately processed from the website in the same fashion that a human being can process them. Now you want the BBB and TMo to be more responsible for your behavior than you are for your behavior. Aside from all this, your letter reads like a wannabe lawyer with way too much time on your hands.

You need to take responsibility for the mess you created. You also seem to be a pain to deal with. Try taking a deep breath and calling TMo and BEING NICE to the people there and you might find someone willing to help you. Making false claims of "unethical, predatory and larcenous practices" only makes you look like a smuck and turns people off from helping you. You might be surprised what people might do if you try being nice. You might also try taking responsibility for your own errors.

I must agree with wireless fan, especially when you have the ability to check your minutes or your plan online throughout the month. You can never trust anything you do not have evidence of in front of you when it comes to cell phones. You should have called or checked online to confirm you status of your plan once you were getting close to capping your original plan.

Hey Aaaron, thanks for your comment. But I'm just a small user with 3 numbers, inclined to trust people and companies I do business with unless/until they prove themselves to be untrustworthy. I have neither the time nor the inclination to check my usage during the billing period; furthermore, in the case in point, the change I made was right at the end of the billing period. And although it should have been applied to the entire period according to the CSR I spoke to, it was not... to the tune of $250 in my disfavor. Still worse, signing up for the new plan engaged me for another 12 months of T-Mobile service and a $200 early cancellation fee. Unless T-Mobile undoes this larceny, I will cancel upon the agreement's anniversary and sign up with an honest service provider with better coverage (e.g., Verizon Wireless).

Originally Posted by ecnyc7

Hey Aaaron, thanks for your comment. But I'm just a small user with 3 numbers, inclined to trust people and companies I do business with unless/until they prove themselves to be untrustworthy. I have neither the time nor the inclination to check my usage during the billing period; furthermore, in the case in point, the change I made was right at the end of the billing period. And although it should have been applied to the entire period according to the CSR I spoke to, it was not... to the tune of $250 in my disfavor. Still worse, signing up for the new plan engaged me for another 12 months of T-Mobile service and a $200 early cancellation fee. Unless T-Mobile undoes this larceny, I will cancel upon the agreement's anniversary and sign up with an honest service provider with better coverage (e.g., Verizon Wireless).

Why would you think the change would apply retroactively? It sounds like you expected it would apply to airtime you'd already used in excess of your included 1,000 minutes. Even if the change applied "immediately", that does not mean it would have applied three weeks ago, or yesterday. "Immediately" means now, not retroactively.

The perfect provider does not exist, but T-Mobile is a very good provider. I suppose you can try someone else. They may or may not be better.

You're the consumer; you have a duty to have some control over your consumption. You admit you have neither the "time nor the inclination" to do so, so that means you pay what you get billed.

Originally Posted by wirelessfan

BS. You've been a customer for 3 happy years until you recently called to get rate-plan information.

Happy customer save for T-Mobile's frequent dropped calls and substandard coverage in NYC and parts north. Are you a T-Mobile employee?

The crucial point here is that T-Mobile's CSR told me the change could be effected identically either via her or another T-Mobile CSR, or by me over the web. Why should I have taken the website's fine print into account when the CSR had previously informed me otherwise?

To me, T-Mobile's attitude in this instance does seem to be one of unethical predatory business practices. I believe that I was affable and courteous at the beginning of my long 3-part call to T-Mobile, but talking to 3 walls that respond with pre-packaged answers that all tell you you're out $250 (or $150 in the case of wall 2) because you took the CSR's word over the website text hardly encourages continued affability.

I think T-Mobile should take the actions required to eliminate inconsistencies between what subscribers can get via CSRs viv-à-vis what they can get from the website, and in no case should they penalize subscribers for using one rather than the other. Insofar as my issue is concerned, I think the ball is now in T-Mobile's court - and/or the BBB's court - and in any case I'll be only too happy to get the issue resolved and put it behind me.

Originally Posted by PhotoJim

Even if the change applied "immediately", that does not mean it would have applied three weeks ago, or yesterday. "Immediately" means now, not retroactively.

WRONG: I was advised that as long as the change was effected by 23 JAN 2007 the new rate plan would be applied to THE ENTIRE CURRENT BILLING PERIOD.

Originally Posted by ecnyc7

WRONG: I was advised that as long as the change was effected by 23 JAN 2007 the new rate plan would be applied to THE ENTIRE CURRENT BILLING PERIOD.

If they said that explicitly, that's different... but I'm inclined to get those statements in writing.

I'll be honest; I've never heard of a company agreeing to make a plan change retroactively. That doesn't mean it doesn't happen, but I've not seen it.

Usage rating based on a quantity of free minutes and free days and time slots is much easier than applying new rates to usage charges starting at a given date within a billing period. Also, the latter approach requires more human interaction with the system and consequently a higher risk of error. If such an error is to the subscrriber's disadvantage, and he complains, it's also tougher to correct and introduces yet more risk of human error into the customer realtionship ad nauseum. On the other hand, the ease and low risk of error in applying the new rates to the entire billing period also makes the subscriber happy. Note that T-Mobile proposed to apply the new rates to my entire current billing period, and then decided to apply them only to my next entire billing period. The conflict between the T-Mobile CSR's mouth and its website means their right hand doesn't know what their left hand is doing. This creates ambiguity for the user who - at least in my case - gets hit for the service provider's ill-conceived (not to say intentionally sleazy and criminal) way of doing business.

What they told you was wrong, and they shouldn't have said that to you. Unfortunately they can say whatever they want, if you do not have proof they said it, your stuck.

Ampd screwed me over so huge, they have put calls on my bill that I would have never made or had a reason to make. They put features on my phone I don't ask for. They make mistakes and then cover them up by getting rid of phone records or the ability to print off previous plans you have had. Go check out my two big posts on the "my first big ampd problem thread"

TMobile would never be this bad, but unfortunately they could have got rid of the record of that conversation and you will have no proof to back you up, it sucks that anyone should ever have to feel like they need to record things like this for evidence, but its a huge company and they don't want to be seen admitting to mistakes.

Originally Posted by ecnyc7

Happy customer save for T-Mobile's frequent dropped calls and substandard coverage in NYC and parts north. Are you a T-Mobile employee?

Substandard? T-Mobile rated highest in J.D. Power's call quality in customer satisfaction ratings for your region. Having followed these forums for several years, I have consistently heard great reviews from New Yorkers about TMo's coverage. Indeed, whenever I've been in Manhattan, I've also been impressed with TMo's coverage too. And, no I'm not a TMo employee. Never have been. Never will be. You don't have to be an employee of someone to offer a fair opinion.

Originally Posted by ecnyc7

The crucial point here is that T-Mobile's CSR told me the change could be effected identically either via her or another T-Mobile CSR, or by me over the web. Why should I have taken the website's fine print into account when the CSR had previously informed me otherwise?

Your claim sounds very fishy. A rep may have told you that you could change your rate plan either with her or on line but taking great efforts to assure you that the process was precisely, exactly and totally identical is not something that an average rep with other calls waiting would usually do. After you expressed ambivalence about changing your rate plan with her, she may have noted that you could make changes on the website but again, you didn't leave her or us with the impresssion that this was a priority issue for you during that call. If you can't even convince us now of your story, that says much.

Originally Posted by ecnyc7

To me, T-Mobile's attitude in this instance does seem to be one of unethical predatory business practices.

Of course you are entitled to your opinion about TMo. I have an opinion too based on your behavior here. I don't know you but you clearly come across as someone not easy or pleasant to deal with. I'd be willing to bet that the letter to the BBB generated some laughs and/or yawns but not much else.

TMo isn't perfect and I've had a couple frustrating moments with them but I can't imagine anyone needing to drag the petty problem we've seen here to the extremes you wish to go.

The language about unethical predatory business practices is just over the top stuff.

T-Mobile is a subsidiary of Deutsche Telekom, the incumbent German landline operator. I've done multi-million dollar business with both companies on their home turf (where T-Mobile has long been the no. 2 mobile operator, trailing Vodafone's German sub). Deutsche Telekom and T-Mobile are decent companies in Germany and other European countries where they operate (except for their ISP subsidiaries which are abysmal in QoS and business ethics). But the American "one-is-born-every-minute" incitement to hucksterism, to rip customers off, seems contagious... and T-Mobile appears severely infected. I certainly don't blame T-Mobile's CSR who recommended the upgrade because I think she was genuinely trying to help me rather than pull the wool over my eyes. The fault lies with T-Mobile's cynical and dishonest management; they apparently care little whether revenue comes from providing service to subscribers or from ripping them off. As most customers who get ripped off don't react, T-Mobile management may consider stealing to be an especially profitable business segment... and consequently cultivate it to the max as they've done thus far with me. But as the adage goes, what goes around comes around. I sincerely wish T-Mobile management everything they deserve. If you agree, please advise additional forums you know because the best way to tame big bullies is through fear and pain. In this case that means spreading the negative image that T-Mobile so richly deserves, thereby increasing churn among their existing customers and reducing their acquisition of new ones. Meanwhile, thank you for your interest. Kind regards.

Originally Posted by wirelessfan

Substandard? T-Mobile rated highest in J.D. Power's call quality in customer satisfaction ratings for your region.

Yeah, right. J.D. Power also says great (misleading) things about a multitude of substandard products and services such as lousy GM cars.

Originally Posted by wirelessfan

Indeed, whenever I've been in Manhattan, I've also been impressed with TMo's coverage too.

Is that supposed to be empirical evidence from Podunk? I live in NYC every day and affirm that T-Mobile coverage here is mediocre.

Originally Posted by wirelessfan

And, no I'm not a TMo employee. Never have been. Never will be. You don't have to be an employee of someone to offer a fair opinion.

Oh, so you're only a consultant to T-Mobile?

Originally Posted by wirelessfan

Your claim sounds very fishy.

Maybe it's your fingers that are fishy, or your breath.

Originally Posted by wirelessfan

A rep may have told you that you could change your rate plan either with her or on line but taking great efforts to assure you that the process was precisely, exactly and totally identical is not something that an average rep with other calls waiting would usually do..

Pure blather. What in the world qualifies you to define "an average rep" and what such an imaginary entity "would usually do?" Did you forget to take your Thorazine today?

Originally Posted by wirelessfan

After you expressed ambivalence about changing your rate plan with her, she may have noted that you could make changes on the website but again, you didn't leave her or us with the impresssion that this was a priority issue for you during that call. If you can't even convince us now of your story, that says much.

Ambivalence? Perhaps others are less impulsive than you seem to be, and prefer, as I do, to reflect before making a financial or business commitment. When you allude to "us," are you employing the imperial "we" or simply representing the multiple facets of your schizophrenic psychosis? And if I can't convince you (all) and that "says much," how come you fail to express any of what it says (to all your personalities)?

Originally Posted by wirelessfan

Of course you are entitled to your opinion about TMo..

Thank you so much for entitling me to have an opinion.

Originally Posted by wirelessfan

I have an opinion too based on your behavior here. I don't know you but you clearly come across as someone not easy or pleasant to deal with.

In my view, being easy to deal with is not necessarily a positive attribute, especially when it comes to allowing oneself to be bullied or putting up with unethical behavior or stupidity.

Originally Posted by wirelessfan

I'd be willing to bet that the letter to the BBB generated some laughs and/or yawns but not much else.

What would you be willing to bet? You may turn out to be right, but so far my batting average with the BBB is 1.000 because I've complained only with justifiable cause.

Originally Posted by wirelessfan

TMo isn't perfect and I've had a couple frustrating moments with them but I can't imagine anyone needing to drag the petty problem we've seen here to the extremes you wish to go.

Petty? And using the imperial or schizophrenic "we" again? Send me a check for $250 on T-Mobile's behalf and I'll stop grumbing pronto. BTW, this isn't a question of need for me, but of desire... desire to avoid being the the object of T-Mobile's abuse, or at least to inflict equivalent pain on them. Get it?

Originally Posted by wirelessfan

The language about unethical predatory business practices is just over the top stuff.

No it's not. It's a succinct and direct expression of what they're doing. Good night and good luck. You need it.

Originally Posted by ecnyc7

Is that supposed to be empirical evidence from Podunk? Oh, so you're only a consultant to T-Mobile? Maybe it's your fingers that are fishy, or your breath. Pure blather. Did you forget to take your Thorazine today? Representing the multiple facets of your schizophrenic psychosis? And using the imperial or schizophrenic "we" again?

Yes I'm sure you are pleasant and polite to deal with in person. LOL.

Originally Posted by ecnyc7

Yeah, right. J.D. Power also says great (misleading) things about a multitude of substandard products and services such as lousy GM cars.

Is that supposed to be empirical evidence from Podunk? I live in NYC every day and affirm that T-Mobile coverage here is mediocre.

Oh, so you're only a consultant to T-Mobile?

Maybe it's your fingers that are fishy, or your breath.

Pure blather. What in the world qualifies you to define "an average rep" and what such an imaginary entity "would usually do?" Did you forget to take your Thorazine today?

Ambivalence? Perhaps others are less impulsive than you seem to be, and prefer, as I do, to reflect before making a financial or business commitment. When you allude to "us," are you employing the imperial "we" or simply representing the multiple facets of your schizophrenic psychosis? And if I can't convince you (all) and that "says much," how come you fail to express any of what it says (to all your personalities)?

Thank you so much for entitling me to have an opinion.

In my view, being easy to deal with is not necessarily a positive attribute, especially when it comes to allowing oneself to be bullied or putting up with unethical behavior or stupidity.

What would you be willing to bet? You may turn out to be right, but so far my batting average with the BBB is 1.000 because I've complained only with justifiable cause.

Petty? And using the imperial or schizophrenic "we" again? Send me a check for $250 on T-Mobile's behalf and I'll stop grumbing pronto. BTW, this isn't a question of need for me, but of desire... desire to avoid being the the object of T-Mobile's abuse, or at least to inflict equivalent pain on them. Get it?

No it's not. It's a succinct and direct expression of what they're doing. Good night and good luck. You need it.

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