Complaint Review: T-Mobile (VoiceStream)

I am in real estate, and I am on the phone constantly, and need to be able to receive calls while in my car.

I went to TMobile.com, and checked out the plans and the coverage. They have a wonderful map, which shows the areas that have coverage in bright pink. I travel throughout NY in Westchester, Dutchess, Queens, and LI, and ALL areas where solid pink, so I bought the phone.

At first I had no problems, because I happened to be traveling in Queens and lower Westchester, so I did not cancel within the 14 day trial period. After about a month, however, I was working in upper Westchester and in Dutchess counties. Not only could I no longer get any signal, but clients were calling me, and unable to reach me and unable, for some reason, to leave a voice mail.

After a few weeks of missing dozens, and dozens of calls, I wrote to customer service and asked how to cancel my contract since TMobile did not fulfill THEIR end of the contract by providing service.

The customer service rep wrote back, and very nicely avoided the issue and explained that I need to make sure I'm not under a rock, or at the bottom of a mountain! I wrote back to them FOUR times, each time getting a response that avoided the real issue, and very nicely reminded me that they would charge me a $200 cancelation fee if I disconnected the phone.

Now, it has been almost a month since I FIRST asked them to disconnect the phone, they have charged me for that month, and I still have a phone that only gets a signal in about 40% of the area they claim to cover completely! I can not get them to disconnect the phone because I have told them flat out that I will not pay a cancellation fee, due to the fact that they were the ones who broke the contract. I am so frustrated, as my bill climbs every month!!!

Erin
Ridgewood, New York
U.S.A.