Complaint Review: T-Mobile

I entered a plan with T-Mobile whereby I purchased minutes in advance. It was explained to me that the minutes would last for a year. It would then be necessary for me to roll-over any excess that I might have. Since I had about $90 left in my account I went to the store in Fair Oaks Center to make sure that I did not lose the balance.

When I arrived at the store on Feb. 2, 2011 there was one individual working there who told me he was busy and told me to wait. I waited 20 minutes. He then took my phone, did something on a computer, returned the phone to me. He then called my number which made the phone ring. He then said that I was all set for another year. I thanked him and left.

Since, I use my phone infrequently, I did not realize for a few days that it did not work. I called T-Mobile at their 800 number and was told by Paula to go to the store and have them solve the problem.

I returned to the store on Feb. 11 and spoke with the assistant manager, Kelly. He told me that whoever served me on Feb. 2 entered the wrong telephone number. He said that he understood why I was unhappy and that he would take care of it. He made my husband and me wait for about 10 minutes and then returned to tell us that there was nothing he could do for us. He said that I had to add at least $10 to the account when I had returned to the store to roll over my $90 balance. I told him that the man who was there on Feb. 2 told me that it was rolled over and said goodbye.

Kelly then asked me to describe the man who served me. I told him as best as I could remember he was somewhat taller than Kelly and had dark eyes. He asked me if he was white. I said yes. He said I was wrong because the man who was on duty that day was an American Indian. He said he could not help and good bye. He made me feel as if he had caught me bluffing and that he was disgusted. He acted as if he did not believe my story about my Feb. 2 visit.

When we arrived at my home that evening, we checked the phone and saw the call records displayed. There was a call from 703-278-2944 on Feb. 2, 2011. My husband and I called that number and it was the T-Mobile store at Fair Oaks. This was evidence that I told the truth about the man calling my phone when I was at the store on Feb. 2. It authenticates my claim that I was there to roll over my minutes.

We then spoke with the manager of the store, JImmy. He said that his people are well trained and that he would not do anything to help. He was condescending and rude.

It was obvious from our discourse with everyone at T-Moble that there was a desire to get me off of the prepaid program and convert everything into a contract with monthly charges. T-Mobile stole money from me,while insulting both my intellligence and integrity. What a shame that they resort to such low-handed practices.