T-Mobile Horror Story

[LunkHead]

Have been with T-Mobile for 6-years and have always been happy.....

The munchkin updated one of his my fav contacts BUT he updated it with ONE wrong number in the sequence...

The last 4 of the number he entered was 1511 BUT the last 4 should have been 1512..

I get my bill and have $457 in overage charges... All due to the my fav number mistake.. I figure no problem, I have been there for 6=years, never been late on a payment and pay over $200 a month for 4 phone lines on my account...

6 hours on the phone, 4 supervisors later, one who says she will flag my account stating that I can't call customer service anymore because I was combative (read: she lied and I called her on it) I was told to bad so sad, pay the bill because there is nothing T-mobile can do because it was not their mistake..

Ported the numbers to Alltel, cancelled T-Mobile and will pay the termination fee(s)

I don't know what is going on at T-Mobile but this was HORRIBLE... 4 different supervisors and not a single one with common sense... 3 of the 4 were rude and the one stated I was combative... I was not, I called her on a flat out lie from what she had told me an hour earlier...

The supervisors refused to give me the name and mailing address of their supervisor and hung up on me when I told them I was recording the call....

I spoke to:

Tamara (ID# 11282399)
Kenny (ID# 11282225)
Kathy (ID# 0840053)

The 4th supervisor refused to give me her ID..

Sad very, very sad!!!

[cmguerra77]

That sucks. The worst part is, besides reporting them and leaving there isn't anything that can be done. The supervisors don't care if you leave, they aren't affected by it. I guess the best way is to do what you did and explain your story and give out names. I hope Alltel works out.

Did you actually record the call?

[ezrunner]

Lunk

that sux. You have their ID's file complaint with BBB naming them specifically then email president of TMO USA. With the Complaint filed

[JSanders]

Ha, that's no good. Exactly the reason I left TMo after 12 years.

[ezrunner]

Is TMO turning intop Sprint?

[JSanders]

Nah, personally, I think they still have a decent customer service. But they treated me wrong and their appreciation of my loyalty meant nothing.

These stupid carriers will sell a cellphone and a plan to thug, crackhead or kid off the street and cancel their service after a month for not paying. But longevity and loyalty mean absolutely nothing to them.

I feel for you, Lunk.

[aiharkness]

Ouch! That ain't good.

How did the munch not catch his mistake? I'm guessing he wasn't using the fav app but instead dialing from keypad, call log or whatever?

[LunkHead]

He was calling from his address book and had the my favs hidden on the perl screen...

And yes I did record all the phone calls.... I learned long ago to record such calls as it's been my experience that if it boils down to your word against theirs, that they will believe their employee / supervisor...

[Sith_Apprentice]

try going to a store and say that you have these IDs, and not only were you treated poorly, but you were severely overcharged. talk to the store manager. if that doesnt work, ask for the DM, talk to them. if that doesnt work, try the RM, keep going until they give in. (its the same for all customer service people). You get more results from talking face to face usually. Sorry you had to go through this Lunk

[dietcoke]

it is a bad situation. But seriously, it is not really their fault. You got a bill for 400+ because of fat finger.

I am sure if you explain the situation really nicely and ask them if they could help with the bill. I am sure they could have taken some of it off.

But seriously... Where are they at fault?

It sucks that it happened but it is 100% user error.

Hope alltel works out for you.

[juwaack68]

Wow, that sounds very unusual for T-Mo (in my experience with them....but I deal with them at a corporate level).

Sounds very un-fun for you, and longevity *should* mean something....sad that it does not.

[LunkHead]

I agree it's user error... No issues there... I asked them to check and see if any calls have ever been made to or received from the 1511 number... None were...

All they had to do was flip the rollback switch for a ONE TIME ERROR from a LONG TIME CUSTOMER..

It's the way I was treated, lied to and hung up on as the main reason I am changing over to Alltel..

I was hung up on each time I told them I was recording the call.... Was told that is T-Mobiles policy....

My phones get used, and the bill gets paid every month early.... Alltel, T-Mo, At&t.. It makes me no difference who takes my monthly payment as all services work... Phone rings, you answer, then pay bill at end of month....

I was very calm, and polite, as the recordings will show.... I have 4 (one with each supervisor) and I am sure I got bogus names and ID #'s as well

[ezrunner]

send copies of the recordings to local news that will put the heat on. Better yet make it a youtube video

[LunkHead]

I have a meeting with my lawyer next week for the fiasco with the ex and the munchkin so I will ask about this...

I was threatened by a T-Mobile supervisor that she was going to send my account to legal and have it flagged that I am not allowed to call customer service again...

I will see if that's a breach of contract on their part (since the recording shows me calm and her as rude) and see what can be done...

3 of the 4 numbers are ported to Alltel (waiting on the phones in the mail) and the 4th was terminated...

[Sith_Apprentice]

well you might have an issue there, since you terminated the lines first by porting them. Hopefully it works out.

[LunkHead]

Ya I am sure it's a loosing battle on my end... If the lawyer says he can do it for $800 then I will have him do so.... It's gonna cost me that in termination fees and if I can help it, T-Mo will not see another cent from me....

If not, it's no big deal... I will pay the termination fee(s) $800 and the $400 overage for a whopping total of $1,200.... They will lose that in 6 months (my monthly payment) and will lose far more than that over the course of several years...

I realize I am a drop in the bucket to T-Mo in the big scheme of things.... But to lose $2400 a year to make a one time charge of $400 is laughable...

[ezrunner]

I am very surprised by the actions of the TMO personnel.

recording is always good

I like virginia for this it is a one party state means I don't have to tell when I am recording

[ezrunner]

I agree Lunk their lack of desire will cost them more in the long run 2400 this year next year and so forth

[Sith_Apprentice]

i had a similar situation of being overcharged for a device (by $800) which was a huge error on their side. they did not fix it and refused to fix it. so what i have done is ported the numbers out, and canceled my service. over the next 57 years, i will be paying them exactly $1 a month. since I am actively paying on it, and there are no finance fees or anything, according to their finance department they cannot report it as a bad debt. Its just my little form of protest towards them. (until i can find someone in the company that will remove this fee)

[ezrunner]

yep as long as you are making an effort to pay!!!

[Dinan3]

I don't know what to say to ya, Lunk...

I can sense your feeling of betrayal and frustration. Doens't sound like usual JDPower level of service that they're known for. I hope everything works out for you!!!