Complaint Review: T Mobile - Voicestream

In June of 2003 I advised Voicestream in writing when I returned the monthly bill to cancel the account immedicately. July I received another bill and since there were charges on it I paid those charges and again advised the company (when returning the payment) in writing to cancel the account. Every month since then I have received phone calls at home from the computer system advising me to call in. I tried calling but was put on terminal hold.

I either mailed a letter with the billing information or emailed the company (which I might add states a respresentative would contact me promptly and no one ever has) every month since July reminding them to cancel the account.

I called tonight to assure myself that they canceled the account and was told by the customer service representative that I owed $77.00 in past due amount and they would send this figure to collections. I explained to her that I had written in and emailed several times since June demanding they close the account. Her reply was that there was no record that I "Called" in. She completely ignored that I had written in. I had not saved copies of the letters not thinking that I would have such a problem with the unprofessionalism of the company.

I told the customer service representive that I do not owe them any money and they were to cancel the account months ago. She asked me to hold and was going to put me through to the financial care person (who apparently refused to speak with me) and then advised that they would only have told me what she did and if I did not pay the balance owed they would send it to collections.

It is apparent the lack of communication in this corporation is high. When a customer requests to cancel an account it should be done promptly. I paid the balance owed and do not feel I should be liable for the charges they kept adding on when I had demanded they close the account.

Also I want to donate my cell phone to a domestic violance organization for emergency use but can't do that until I am assured Voicestream actually does cancel the account. So they are preventing a person in need of an emergency cell phone from obtaining one.

I will be forwarded a letter of complaint to the Better Business Bureau, Domestic Violence Organizations, VoiceStream and Credit Bureaus regarding the insufficient customer service of this company.

Mary
Hayden, Idaho
U.S.A.

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