Messaging tmobil bill $1,600 NEVER OVER

Please I need HELP! I have been with T-Mobil for over 3 years now, (family Plan) Never is my phone bill over Never do we have between my daughter and I, 250 text messages, Well this month I got a huge envelope with 257 pages of Text and Aim messages. These are IMPOSSIBLE My daughter 12 does not wake up at 2 am and start to text the day away until 9 or 10 pm, Every day!! 7 days a week. to the same person, this would mean she does NOT go to school, eat shower, spend time in with me, or in front of the tv, NO homework, No musical lessons, NOTHING but text messaging, Never mind at school I guess there saying that is all my daughter does there,
It all started when we went out of our home area and was picked up my another company going Up state NY to Vermont, text messages one after another, and We didn't even have service. My daughter did a quick message to a friend, which kept saying failed, retry? and it looks there like at least 200 went,,,,,, But the other person only recived ONE. than one text to another number, when we were back home, and it just goes back and forth for 18 hours at least.
they say it's here in black and white, Won't discuss any kind of Glitch, Please HOW can and Who can I get to help me! Custmer care is no help, or the mngs there, a store person see's it's impossible for tow 12 year olds who are both in school all day to do this, and they are NOT tired or failing there classes PLEASE some one out there any suggestions?

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I would just suggest keep hounding Customer Service. You can try and find a higher up number and do it that way. My other suggestion is get unlimited messaging would end this right then and there.

I live in NY Westchester. I have made so many calls to CS and spoke to supervisers, Went to a store, and the very nice man there sees the problem, spoke to the CS people on the phone, Of course they say well it is there in black and white, this is the bill, he pointed out my prior use from the last 3 years, pointed out the fact this is a student in school during most of these hours, No way is this child or the other child physically able to be up at these early hours and continue this all day and evening long,,,,,, min. after min. Said it looks like a cell phone tower glitch, But they don't want to hear it, I am trying to find a HIGHER up who I can speak to, They gave me a fax number for AIM, I sent them a message I have not heard back from them in 4 days, will fax 3 times a day until I hear something, I told tmobil they would have to bring me to court, I have the princeple and teachers as charater witnesses, and a cell phone bill NOT showing OUR text messages to them, (since they don't ever text, there bill should have been at least 40.00 over there bill. Trying to get hold of the main text number, But in fear there is NO longer a person able to get there messages, This other phone must have been taken away. So distraught over this, and I belive in my child. there is no way possible

T mobil was very nice right after I got this bill, they said well this month already 7 days into it, that my account was aready 1200 over, and I said WHAT,,,,,,,,, my daughter's cell phone is in my hand! ( at this time I was still in shock thinking what has she done?) Until I actually started reading the pages and times) But they gave my unlimmited for This month, But will not look back on the bill that was sent to me,( I could not view this on line before the bill came out, there is a 5 day window it won't work) and still to this date I can not get the first 5 days of my message billing on line to see where this 1200 over limit is, As far as I would be informed is when the bill would come. T mobil store could not see these dates either on his computer. Something very not right here and they just won't admit to it, or just take off those charges, shoot, they offer 14.99 unlimited........ I have the 10.00 plan since we never go near that.

Originally Posted by BJINOUNO

Please I need HELP! I have been with T-Mobil for over 3 years now, (family Plan) Never is my phone bill over Never do we have between my daughter and I, 250 text messages, .....
....... PLEASE some one out there any suggestions?

This this link:

Senior Vice President of Customer Service <---email Sue Nokes from this link.

As far a I know the info below is current for the VP of Customer Service.

I would send an email and a Snail mail to her.

Sue Nokes
Senior Vice President of Customer Service
T-Mobile Usa Inc.
12920 Se 38th Street
Bellevue, WA 98006-7305

CC to:

Robert Dotson
Chief Executive Officer
T-Mobile Usa Inc.
12920 Se 38th Street
Bellevue, WA 98006-7305
[email protected]
T Mobile corporate office phones
Local dialing 425-378-4000
toll free dialing 1-800-318-9270

As far as I know the info is current for Robert Dotson who is T-Mobile's President and Chief Executive Officer

Also contact:

Kelly Spindle
Executive Customer Relations Coordinator
877-290-6323 Ex. 8082

Explain the situation, do not freak or cuss in you messages, just explain the facts in detail, and offer to send a copy of whatever they need as far as it pertains to this or past billing histories (which I'm sure they can pull up on their end, but offer it anyway), and use the names and ID numbers (if you have them) of the people you spoke to in trying to resolve the matter.


Other T-Mobile numbers (do not know if these are all current)

1-877-290-6323 T-Mobile-America CEO
1-800-318-9270 TMO corporate offices.
1-425-378-4000 corporate office Bellevue WA
----------------------
1-800-937-8997 customer care
1-888-666-4611 General Customer Service???
1-877-606-4801 customer care (direct to a rep(no voice menu))
1-866-464-8662 business accounts
1-800-375-1126 customer care for business accounts
1-888-573-6664 customer care for business accounts(5 lines or more)
1-877-254-7084 Special Account Care (the ONLY people that can make many changes to Employee's accounts)
-----------
1-888-452-8105 activations
1-877-727-8778 consumer credit (for credit checks)
1-800-981-8563 hot spot customer care
1-877-369-4588 Wireless Data
1-800-256-9991 wireless tech
1-888-624-5173 risk assasment team
-----------
1-877-369-4588 tech support group
1-877-217-1335 tech support
1-505-341-7956 tech suppt non TF
-----------
1-877-207-8169 number transfer center
1-877-778-2106 t-mo to go
+1505-998-3792 International roaming

Please click one of the Quick Reply icons in the posts above to activate Quick Reply.

Thank you so much for all the information! I will start right now to compose my letters and phone calls. I will keep you and the boards posted on this adventure I am getting sicker each time I speak to someone, and they just don't take the actual time to really look at this bill and all the continues times of texting

Originally Posted by BJINOUNO

Thank you so much for all the information! I will start right now to compose my letters and phone calls. I will keep you and the boards posted on this adventure I am getting sicker each time I speak to someone, and they just don't take the actual time to really look at this bill and all the continues times of texting

Once someone can do some digging on their side, I'm sure they well see what happened and why. Hope they get things sorted out quickly.

what a joke that was. I emailed the office, where they called me back quiet quickly, had a whole letter composed, and than to find out only 2000 characters allowed, so wrote a brief statment, the man was rude, said it was a family matter (of over usage) and than offered me 375.00 off bill, saying OK so I will credit some middle of the night, but you say she is out of school at 3 so these charges are valid. HE did not want to SEE they were continous from 2am thru the night hours with NO breaks of 1 to 3 min apart I asked than for a print out to Prove converstaion and He can not give me that,
So what a scammer they are, Oh these arn't real and these are, because she isn't in school. Looks like I am going to get sued, I will send them my usual payment. and show reason why I am not paying the message fees. Also a letter of my conversation with Jason will follow this morning to the company
I understand and can see it looks like a 2 way conversation going on, But it was NOT
T mobil costumer service stinks, they bully there clients. He didn't have time with me to go over the bill in detail, he said he looked at it already and doesn't need to discuss it with me any further, Do I want the ONE time deal or NOT...... MY husband said NO, sue me!

Originally Posted by BJINOUNO

what a joke that was. .....
....
Do I want the ONE time deal or NOT...... MY husband said NO, sue me!

Well there is that option. Just keep a paper trail of everyone that you talk to and try going up the ladder. At least keep a copy of everything.

If possible get a copy of the bill that the text messages were suppose to be going to for the same time period.

If it's only one number that all the texts were going to, it should be pretty easy to show that they did or didn't get through.

Originally Posted by BlkBear

Well there is that option. Just keep a paper trail of everyone that you talk to and try going up the ladder. At least keep a copy of everything.

If possible get a copy of the bill that the text messages were suppose to be going to for the same time period.

If it's only one number that all the texts were going to, it should be pretty easy to show that they did or didn't get through.

Well today is the day my bill would be due, and already they are texting me to tell me my bill is over due, I sent in my regular payment, which I am sure they won't accept, with a note that I am disputing the text messages and all is on file.
I am still gathering information regarding the usuage times, up to 18 hours at a time with no lapse (yea ok right)
I think I am going to go to the police, something just isn't right, I called two of the numbers with all those text messages, one said he was 19 and owner of phone, but he did offer to fax me copies of his bill showing only 2 calls and NO text messages, but the other number, NO one will call, text have to find out who this person really is, daughter does not know him personally, screen name and number was given to her from friend who moved out of town last year, and he found her on line through his old class list. Now there are NO calls or texts You would think a 12 year old would be curious.
still need help on how to follow through with tmobil. I have written to all, faxed to AIM and never got a response call or letter from them.

BJINOUNO since this current bill, have there been any txt messages to either of the numbers that are on this bill? I mean if there are 200+ messages going to two phone numbers there should be some sort of records.

As for the txt to AIM, unless your kid is allowing some one else to borrow her phone or they traded SIM cards or something like that.

With the info that she have been txting some guy that is 19 even once or twice tells me she may not have been as truthful as you think she has about her phone useage. But at least he is willing to send a copy of his bill as it pertains to proving how many text messages went to his number. Not sure what the police can do, other than look into this as a sex offender, trying to be in contact with a minor, and you don't even know if this is the case.

But since this has happened only with the phone she uses, I'd make sure it was not being used at all, until this is cleared up.

So which came first date wise, the phone calls to the 19 year old's phone, or the text messages?

Originally Posted by BlkBear

BJINOUNO since this current bill, have there been any txt messages to either of the numbers that are on this bill? I mean if there are 200+ messages going to two phone numbers there should be some sort of records.

As for the txt to AIM, unless your kid is allowing some one else to borrow her phone or they traded SIM cards or something like that.

With the info that she have been txting some guy that is 19 even once or twice tells me she may not have been as truthful as you think she has about her phone useage. But at least he is willing to send a copy of his bill as it pertains to proving how many text messages went to his number. Not sure what the police can do, other than look into this as a sex offender, trying to be in contact with a minor, and you don't even know if this is the case.

But since this has happened only with the phone she uses, I'd make sure it was not being used at all, until this is cleared up.

So which came first date wise, the phone calls to the 19 year old's phone, or the text messages?

oHHH that might have come across wrong, She got messages first, from both.... and NO she does not know he is 19, (this is what the guy told me when I called him from home phone, which might have been a dumb thing to do) but he called me back and asked him how old he was he said 19 and I said will the owner of that phone is 12, at the time he never mentioned his 12 year old brother, that was second phone call to him, He was checking his bill and only saw 2 calls, but I told him to look through his records for text messages, and that is what he is doing, so I can call him back and find out what the deal is there,
No she is the only user to her phone, wish someone used it or took her sim card that would be easy, It just gets me, I have doubted my daughters actions, made her feel real bad, and with all that has been said or done, since she is a very truthful kid, The truth would have come out IF she were on the phone texting all this time. and as I keep on saying the kid would have been sick from lack of sleep and eating, and expelled from school
I have this other question, If a different cell phone tower picked up her phone, wouldn't it have picked up her calls to and not just the text messages, where 176 went out when she only sent 6 of those autmated aready done thems.? (that is what I have in front of me from her two girlfirends she text while we were away on 2 different dates, they have NO others. and of course since it is there back door tower it has the state of Washington phone number, when we were in the state of vermont close to canada, with no cell service in the house we were staying at, and not much service in the mountains of Stowe

Originally Posted by BJINOUNO

oHHH that might have come across wrong, She got messages first, from both.... and NO she does not know he is 19, (this is what the guy told me when I called him from home phone, which might have been a dumb thing to do) but he called me back and asked him how old he was he said 19 and I said will the owner of that phone is 12, at the time he never mentioned his 12 year old brother...

Ahhh that explains that a bit more clear. Well hope you didn't feel like I was attacking your daughter, was just thinking of how kids can be sometimes when they think their about to get thrown into the dungeon for life or a week, which ever come first.

I have this other question, If a different cell phone tower picked up her phone, wouldn't it have picked up her calls to and not just the text messages, where 176 went out when she only sent 6 of those autmated aready done thems.? (that is what I have in front of me from her two girlfirends she text while we were away on 2 different dates, they have NO others. and of course since it is there back door tower it has the state of Washington phone number, when we were in the state of vermont close to canada, with no cell service in the house we were staying at, and not much service in the mountains of Stowe

You know I don't know too much about how the towers work, but I know they will try to send a text messages for X number of times, if the phone is out of range. I don't know if it keeps trying for days on end or not, but even if it did, it would be trying to resend on message unless there was some sort of "glitch" that kept repeating itself over and over as a new message each time. I know when I was still with AT&T and roamed that some messages would not reach me until I was back in to my home service area. But even then I was only charged for those text messages.

Now it could be something like she has a pending txt going out and it would try and fail due to weak signal (while driving) in the mountains, picking up a signal for a few seconds here and there. But again even then it should be trying to send the same message, rather than 100+ new ones. I don't know enough (anything really) about wireless protocols to even make a really half a$$ed guess as to what might cause one or two text messages to morph into hundreds of them seconds or mins apart for an 18 hour period of time.

I'm really surprised that no at the Corp Office was willing to look into this past what the bill says. If it were me I would keep trying to get the Prez or the Vice Prez and not one of the underlings to help you.

Originally Posted by BlkBear

Ahhh that explains that a bit more clear. Well hope you didn't feel like I was attacking your daughter, was just thinking of how kids can be sometimes when they think their about to get thrown into the dungeon for life or a week, which ever come first.



You know I don't know too much about how the towers work, but I know they will try to send a text messages for X number of times, if the phone is out of range. I don't know if it keeps trying for days on end or not, but even if it did, it would be trying to resend on message unless there was some sort of "glitch" that kept repeating itself over and over as a new message each time. I know when I was still with AT&T and roamed that some messages would not reach me until I was back in to my home service area. But even then I was only charged for those text messages.

Now it could be something like she has a pending txt going out and it would try and fail due to weak signal (while driving) in the mountains, picking up a signal for a few seconds here and there. But again even then it should be trying to send the same message, rather than 100+ new ones. I don't know enough (anything really) about wireless protocols to even make a really half a$$ed guess as to what might cause one or two text messages to morph into hundreds of them seconds or mins apart for an 18 hour period of time.

I'm really surprised that no at the Corp Office was willing to look into this past what the bill says. If it were me I would keep trying to get the Prez or the Vice Prez and not one of the underlings to help you.

I'm going to keep on trying and trying, we really don't want our credit screwed up because of this. I am not going to pay for all those hours and days, when I know she was not doing this, I will pay for 300 over our 400 since that is what a rep told me when I had called, when I coudn't get my bill up on line.
I'm really set back by all of this, my daughter is a emotional wreck any time I have a new question or thougth asking her about it, I feel like I have terriozed her, just by asking so many questions and seeming that I don't believe her,(which I do) cause there is just NO way! and dang if it were She's good!
there is no trace of any of this on her phone, it seems like numbers and messages erace after only a few, even out going and missed calls.
I do have a guy at one of the stores checking in on my progress every other day, and he is trying to help, but not much he can do, I keep every day sending them emails, fax and phone calls, (and I wanted to quit smoking two weeks ago, but tomorrow is my date)
thanks for all your input... I just have to find the right person to really see this bill as I do and others, it's there fault as I have said, this account should have been flagged for mysterous use! Barb