Originally Posted by theBorg
My experience with T-Mobile has been nothing but excellent. I have stuck with them for years because of their excellent customer service. Of course the front end support people who answer the phone aren't always the ones you want to deal with. If you get a trainer, try to get transferred or escalated.
As far as IM/SMS go, there is documentation on their web site that says IMs are charged as SMS. It racks up quickly. It's also a commonly discussed topic here on this forum.
Google Talk is available as an app on the BBs and it uses the data service instead of SMS.
If you're having a hard time getting the charges addressed, you need to escalate your case. Often the first person who answers won't have the authority to credit your account like this. Ask to speak to a manager or "Tier 2" customer service. Being polite will work wonders.
I agree with theBorg. My experience with T-Mobile CSRs has been flawless
, even when I've had problems. And I could not agree more with tB's recommendation on how to interact with reps.
Can I ask a question though? How many months had this been happening?
Also, I suspect what you were asking them for (true unlimited IM using their SMS-based service) was not a viable solution.