Complaint Review: T-Mobile

I have been a T-Mobile customer for over 2 years. Their customer service staff may sound professional and polite but dont be fooled. They tried charging me $200.00 for early termination fee's but I never terminated my contract. ALL I DID WAS SWITCH PHONES!! Being that it was such an easy mistake on their part to correct I was on hold for over 45 minutes.!!! I had a friend that was going to be out of the state for a month. I barely used text messaging as it was but knowing that I might be texting more I decided to call T-Mobile and switch from 1000 text messages for $9.99 to unlimitied text messages for $14.99. I talked to one of their air-head reps and was assured they updated the change. A month or so later I get a bill stating I went over my text messages and the charges were over $200.00.!!!!! I called back and talked to another air-head rep and he told me that there is no such notes in the system that I called to request a change to unlimited text messages.

On another occasion I upgraded my phone to the T-Mobile Dash through T-Mobile. I was told by the T-Mobile service rep over the phone that I had a "FULL" 1 year warranty on the phone. I asked specifically if it includes damage to the phone and the rep said YES!. A week later the screen on the DASH cracked without any intentional action by me. I had it in my holster took it out and realized the screen was broken. I called T-Mobile and advised them but now they said that the "FULL" 1 year warranty does not include intentional damage. Why would I pay over $200.00 to upgrade my phone only to break it intentionally a week later as they claimed???? They even acknowledged that even if their rep mislead me that they still cant do anything about it!!!! Funny when you're under their contract they treat you like garbage but when I was not under contract they showed somewhat of customer services skills. Now I am paying the early termination fee just to leave them. I have contacted the Better Business Bureau and they tried helping but I was told that T-Mobile has not done anything to resolve the issue and T-Mobile is not a BBB Member which even the BBB rep said says a whole lot about the company if they are not a member. That is a SORRY company that shows no customer services from top-to-bottom.!!

Sammy
Niles, Illinois
U.S.A.