Complaint Review: T-Mobile

I'm just going to publish my BBB complaint. T-Mobile is absolutely not forgiving and want to quote their T&C and my mixed usage numbers in their response.  Totally unprofessional of them.

COMPLAINT ACTIVITY REPORT  Case # ****5582 Better Business Bureau serving Alaska, Oregon & Western Washington

Location Involved: (Same as above)

Consumer's Original Complaint :
I have been a customer of T-Mobile for over 7 years. I have two phone numbers under account #*****4425. In February 2011, I began experiencing poor call quality and repeated drop calls at my residence and place of business. I reported these problems to T-Mobile and they opened work orders and service requests to look into the problems. Engineers reported back that the cell phone tower less than 1km from my address did not work properly and they would take 90 days to add new towers in the area. Time continued on every 90 days and I would report the same problems. I wrote letters to Customer Care and received responses that I would be required to pay an Early Termination Fee, and they would not grant a waiver in this case. While this service complaint as been recognized as valid by T-Mobile, I feel it is unfair that I was required to pay for service I did not receive. I only received two billing adjustments for voice service between February and September 2011. In October 2011, I filed my final request for an update to this issue. I was never called back after filing the request. I changed wireless providers and have been charged $400.00 plus taxes and fees for two Early Termination Fees.
Product_Or_Service: Other /Google G2/FamTime Unl Nts 1000
Account_Number: ***-***-****
 


Consumer's Desired Resolution:
DesiredSettlementID: Other (Requires Explaination) I will consider this resolved if my account or person is credited $400.00 plus the associated taxes and fees (approximately $40).  T-Mobile must have accountability for cell phone towers that do not function properly and they must resolve customer complaints in a timely and satisfactory manner.  I am prepared to pay the remaining balance due as my account has always remained in good standing with no collections.


BBB Processing 


11/11/2011   web BBB Complaint Received by BBB
11/15/2011   DGC BBB Case Processed by BBB Operator
11/15/2011   Otto EMAIL Send acknowledgement to Consumer
11/15/2011   Otto MAIL Inform Business of the Case
11/18/2011   WEB BBB RECEIVED BUSINESS RESPONSE :  

 November 18, 2011
FILED ELECTRONICALLY
Bureau Services Consultant
Better Business Bureau of
Alaska, Oregon & Western Washington
PO Box 1000 
DuPont, WA 98327
Re: Jason *****
Your Case No. ****5582
T-Mobile Account No. *****4425
To Whom It May Concern:
T-Mobile, USA, Inc. (''T-Mobile'') is in receipt of your letter dated November 15, 2011 regarding the above mentioned account. 
T-Mobile records indicate that Mr. ***** cancelled his T-Mobile service on October 17, 2011 when he transferred his mobile numbers to a different service provider.  As his account was still under contract on the date of cancellation, Mr. *****'s final bill included two valid $200.00 early termination fees, one per line of service cancelled.  In his complaint Mr. ***** states that he was not satisfied with the coverage in his area.  As stated in our Terms and Conditions of service, T-Mobile is not able to guarantee coverage in all areas.  Furthermore, a review of Mr. *****'s final three billing cycles confirms that over his final billing cycles he used an average of 1,633 minutes per month and was benefiting from his T-Mobile services.  As such, T-Mobile respectfully declines Mr. *****'s request for waiver of the early termination fees and considers them to be valid and owed.  Mr. ***** may contact Customer Care at (800) 937-8997 to pay his final balance. 
Based upon the foregoing, we respectfully request that this complaint against T-Mobile be closed. 
Thank you for bringing this matter to our attention.  If you have any questions, please do not hesitate to contact me at 1-877-290-6323 ext 341-8059.
Very truly yours,
T-MOBILE USA, INC.
Octavio Robertson
Executive Customer Relations

11/22/2011   DGC EMAIL Forward Business response to Consumer
11/23/2011   WEB BBB RECEIVED CONSUMER REBUTTAL : (The consumer indicated he/she DID NOT accept the response from the business.)

T-Mobile has admitted and is responsible for the repair of their own defective cell tower equipment. This is outside the control of me, as a paying customer.  I suffered with poor service between February and October 2011, waiting for T-Mobile to repair their equipment, as they had indicated in multiple service requests. 
In response to my use of 1,633 minutes over 3 months: I payed for 1,000 minutes per MONTH.  This statistic proves I was only able to use an average of 544 minutes a month, 50% of what I was paying for.  
T-Mobile is absolutely responsible for providing the service I agree to pay for.  I provided every opportunity between February and October for them to repair this major service issue.  I continue to assert that two ETF waivers are necessary and in best business practice for T-Mobile to complete this complaint.

11/28/2011   DGC MAIL Forward Consumer Rebuttal to Business
11/30/2011   WEB BBB RECEIVED FINAL RESPONSE FROM BUSINESS :  

November 30, 2011
FILED ELECTRONICALLY
Bureau Services Consultant
Better Business Bureau of
Alaska, Oregon & Western Washington
PO Box 1000 
DuPont, WA 98327
Re: Jason *****
Your Case No. ****5582
T-Mobile Account No. *****4425

To Whom It May Concern:
T-Mobile, USA, Inc. (''T-Mobile'') is in receipt of your letter dated November 28, 2011 regarding the above mentioned account. 
Mr. *****'s statement provides no new information that would warrant reconsideration of our original stance regarding this issue.  Our position in this matter remains unchanged.  
T-Mobile records indicate that Mr. ***** cancelled his T-Mobile service on October 17, 2011 when he transferred his mobile numbers to a different service provider.  As his account was still under contract on the date of cancellation, Mr. *****s final bill included two valid $200.00 early termination fees, one per line of service cancelled.  In his complaint Mr. ***** states that he was not satisfied with the coverage in his area.  As stated in our Terms and Conditions of service, T-Mobile is not able to guarantee coverage in all areas.  Furthermore, a review of Mr. *****'s final three billing cycles confirms that over his final billing cycles he used an average of 1,633 minutes per month and was benefiting from his T-Mobile services.  As such, T-Mobile respectfully declines Mr. *****'s request for waiver of the early termination fees and considers them to be valid and owed.  Mr. ***** may contact Customer Care at (800) 937-8997 to pay his final balance. 
Based upon the foregoing, we respectfully request that this complaint against T-Mobile be closed. 
Thank you for bringing this matter to our attention.  If you have any questions, please do not hesitate to contact me at 1-877-290-6323 ext 341-8059.
Very truly yours,
T-MOBILE USA, INC.
Octavio Robertson
Executive Customer Relations


12/03/2011   BBB MORE INFO RECEIVED FROM THE CONSUMER :

T-Mobile failed to maintain their equipment located in the heart of Silicon Valley. Problems have been documented since February 2011 in relation to cell phone towers out of service. Engineers confirmed the problem and documented they needed 90 days to remedy with new cell phone towers. No new towers were ever added. 

The coverage "changed without notice," and per the terms of T-Mobile T&Cs, they deny liability.  They did recognize the fact that this problem was documented and they had 90 days to fix it.  I continued to press for updates and ask for engineers to give new assessments. 8 months passed since my initial tech support complaint.  T-Mobile was not making any effort to repair the cell phone tower that was out of commission.
The T&Cs state: "outages and interruptions in Service may occur." In this specific documented case, T-Mobile CEASED providing Service. I had to obtain Service outside my home environment either on the road, 1-2 miles outside my home, at family members homes, at various locations near my place of business, while traveling on business, and outside my local geographical area. Customer Service, and specifically the "Retention Department," cited the number of hours I used my phone and threatened to charge me an ETF for canceling service. T-Mobile continues to cite my minutes used, rather than the number of documented support calls I made. They should provide that in a detailed response, along with their action items as a result of my reported troubles.

T-Mobile further cites from the T&C: "You agree we are not liable for problems relating to Service availability or quality."  T-Mobile skirts around this clause by failing to maintain their equipment. Numerous service requests, work orders and recorded problems were reported between February and October 2011. By forfeiting liability, is the customer responsible for Service availability or quality? That is impossible.
T-Mobile makes no considerable or measurable effort to resolve a problem only THEY have the ability to fix.  Two waivers for Early Termination Fees relieves me as the Customer from the 8 months of embarrassments with dropped calls, lost business, lost revenue, and sheer frustration with a network charging me for Service in an area they refuse to maintain properly.  

The reason I had to leave T-Mobile after many years of service was because I reported a legitimate issue and T-Mobile no longer provided service at my home address.

12/06/2011   OttO EMAIL Forward Final Response to Consumer
12/06/2011   WEB BBB CONSUMER REJECTS BUSINESS' FINAL OFFER : (The consumer indicated he/she DID NOT accept the response from the business.)

T-Mobile is responsible for maintaining its service equipment and is totally passing the buck onto the customer. I could not use my service at my home address for 8 MONTHS.  I complained of their equipment failure and they took no action to fix it.  This is not fair business practice and I simply want the Early Termination Fees waived so I can pay my final bill.  T-Mobile is now harassing me at home with robot calls demanding payment. I have received notices in the mail threatening to send me to collections over this.  Their customer service is terrible and requires me to write a letter which takes 2 weeks to receive a response. T-Mobile is dragging their feet to resolve this and want to confuse the issue at hand. I was totally at their mercy with a cell phone tower they no longer wanted to afford to maintain. 

12/08/2011   BBB MORE INFO RECEIVED FROM THE CONSUMER :

T-Mobile continues to use a robot to call my home telephone number and caution me of a final amount due of $608.30.  When I remain on hold to speak to a customer service agent, hold times are in excess of 30 minutes.  I have attempted to reach an agent 3 times in this method.  I finally called T-Mobile's 877 toll free number and spoke to Greg, a supervisor. There is nothing T-Mobile is willing to do to change their stance.  
Today, December 8, 2011, I received a "Final Notice" letter in the mail via First Class Presorted Mail.  It does not have a postmark indicating what date it was mailed. The notice inside is dated December 1, 2011.  The notice gives me 10 days of the date of the letter to pay or be turned over to a collection agency. I am in the middle of closing escrow on a house, and will not face T-Mobile threatening me with a collection agency!

This treatment is inhumane, unfair, and a consumer nightmare! Greg gave me the option of making payments every 15 days so T-Mobile will get their full amount. There is no option to even meet me halfway by taking away one of the Early Termination Fees. I honestly feel I need to seek legal council to resolve this treatment and harassment by phone and mail. 

T-Mobile should waive both Early Termination Fees and stop this consumer cat-and-mouse game with their poor written responses, long turn-around time to respond to a customer, failure to maintain their equipment, and unprofessional attitude. I have been very clear all along this process since February that I am not happy with their service and quality and they continued to buy themselves time.
 
I waited 8 months and now I'm stuck with their threats upon me and my finances. Shame on T-Mobile! 

The BBB must step in and help resolve this as soon as possible! I close escrow on January 9, 2012!