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TMobil/Voice StreamTMobile/Voice Stream ripoff dishonest billing outlandish ripoff late fees Tampa Florida
It looks like I am going to have my credit damaged by a disputed bill for less than $200, but at this point I do not care because, for me, it has become a matter of principle. No company should be allowed to stomp all over a consumer's rights, and that is exactly what T-Mobile/Voice Stream has done, and is still doing, to me.
Late last spring my son wanted to get a cell phone and I allowed him to obtain an account with T-Mobile in my name. About a month and a half later he broke his phone. T-Mobile sent a replacement and we returned the broken phone (it was totally destroyed and literally in pieces) to them in their box, with their label, as per their instructions. I know the phone was returned because I personally took it to the post office. I did not think put the postal receipt in a safety deposit box. In my dealings with other reputable businesses, this had never been necessary.
In August '02 a charge in the amount of $126.74 appeared on the bill. T-Mobile claimed that this was a restocking fee for the returned phone (original cost $49.99), which they claimed they never received.
Through the rest of August and September whenever my son contacted T-Mobile concerning this charge, their customer representatives continued to claim that the phone had never been received. We sent a letter stating that the charge was disputed.
The charge, by now showing past due, remained on ensuing statements.
Finally in October, my son was told by a T-Mobile representative that he should pay his outstanding balance less the $126.74 while they investigated the matter further. He did this on October 25. Then, less than a week later his phone was shut off without any notification whatsoever, either by phone or letter.
About a week later a bill arrived, and this one not only included the $126.74 restocking fee but also a $400 early termination fee.
At that point, I personally began calling T-Mobile myself, an experience that often resulted in ridiculously long sessions on the phone while I waded through the quagmire of an extremely inefficient automated system to reach a real live person. When I questioned why the phone had been shut off when my son had done exactly as instructed by a T-Mobile representative, I was told that "the computer didn't know the matter was being investigated." When I stated that I had not been nofified, either about a past due balance or the impending cutoff, I was told that they usually sent a text message. And I know for a fact that they didn't do this either.
As I continued to try to obtain an adjustment on the account, it became increasingly clear that I was going to get nowhere with these people. On one occasion I was told that they had no record of any of our previous contacts regarding the account. On another, I was told that they had no record of my letter disputing the charge (something they still claim today). On still another, their claim about not having the phone suddenly changed. Now, they claimed they did indeed have it after all but that they received it after the alloted time limit for returns so the $126.74 charge remained.
Toward the end of November, after countless discussions and arguments with multiple T-Mobile representatives, they finally agreed to reduce the $400 charge to $200. Obviously I still did not find this to be satisfactory since it never sould have been levied to begin with. And, in addition they refused to remove the $126.74 restocking fee. My position remained that this was still not satisfactory.
At that point, T-Mobile apparently turned the matter ovver to a collection agency because I got a call from this agency about a week later. The representative I talked with seemed genuinely interested in trying to resolve the matter and after listening to my side of the dispute thought I had a valid argument and agreed to go back to T-Mobile. T-Mobile refused to budge. Each time I spoke with the collection agency after that (I never got th same representative again), I stated that the outstanding charges were disputed, and each time the person I spoke with acted uninformed about any problem, said their paperwork didn't show aa dispute, and agreed to note it.
In the middle of January I received still another call from this collection agency and after we went through the usual You don't have this marked disputed? Well, then note it and no, I'm not paying it I told this woman that I was going to the Better Business Burueau. Shortly thereafter, I received a letter that really made me see red! This letter said in effect that that if I would reinstate the phone service, T-Mobil would reduce the outstanding balance, which in my book is pure extortion!
Yesterday I received a call from collection agency #2. This jerk condescendingly listened to my summary of events and then took great pleasure in telling me that, if I did not pay the outstanding balance immediately, he would report the account as an unpaid debt. As I said in the beginning, this has become a matter of principle and I did not pay.
As far as I am concerned, this is a rip off from beginning to end! The way T-Mobile handled the matter of the returned phone leaves me little recourse because it is my word against theirs as to when it was sent and when they received it. Additionally, by denying that they ever received my letter of dispute, they have effectively taken away my right to ever get that charge set aside because in the fine print they say that they must receive any dispute, in writing, within a certain time frame. Furthermore, the manner in which they cut off the phone service, without any notification whatsoever, says volumes about their complete disregard for fair business practices. T-Mobile may have very competitive rates, slick advertising and a famous spokesperson. But, if they pad their profits in this unfair, underhanded manner, then their customers are going to continue to be the real losers.
Kay
Gunter, Texas
U.S.A.
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7 Updates & Rebuttals
Kay
Gunter,Texas,
U.S.A.
You Can Beat T-Mobile at Their Own Game!!!
#8Author of original report
Fri, April 16, 2004
APRIL 16, 2004. As an update to my original complaint against T-Mobile/Voice Stream, I wanted you to know that David can perservere against Goliath. I followed through with my threat to file complaints. I sent a letter to T-Mobile's corporste offices advising them of my intentionsm, which was in itself no easy thing to do since there was no corporate address on their statements! I finally got it by calling their automated phone system and punching buttons until I got a human who could give it to me - it's in Albuquerque if you ever need to know. Then, after notofying T-Mobile, I sent written complaints detailing my situation to the Better Business Bureau, FCC, Public Utilities Commission and Texas Attorney General, as well as letters of dispute to all three credit reporting agencies. My conditions were a complete credit on the account, that T-Mobile remove any negatives they had placed on on my credit report, and that they notify me in writing when my conditions had been met. The Better Business Bureau and the FCC followed up. And, within a couple of months T-Mobile acquiesced to all my demands. Sometimes, the little guy does win!
Kay
Gunter,Texas,
U.S.A.
You Can Beat T-Mobile at Their Own Game!!!
#8Author of original report
Fri, April 16, 2004
APRIL 16, 2004. As an update to my original complaint against T-Mobile/Voice Stream, I wanted you to know that David can perservere against Goliath. I followed through with my threat to file complaints. I sent a letter to T-Mobile's corporste offices advising them of my intentionsm, which was in itself no easy thing to do since there was no corporate address on their statements! I finally got it by calling their automated phone system and punching buttons until I got a human who could give it to me - it's in Albuquerque if you ever need to know. Then, after notofying T-Mobile, I sent written complaints detailing my situation to the Better Business Bureau, FCC, Public Utilities Commission and Texas Attorney General, as well as letters of dispute to all three credit reporting agencies. My conditions were a complete credit on the account, that T-Mobile remove any negatives they had placed on on my credit report, and that they notify me in writing when my conditions had been met. The Better Business Bureau and the FCC followed up. And, within a couple of months T-Mobile acquiesced to all my demands. Sometimes, the little guy does win!
Kay
Gunter,Texas,
U.S.A.
You Can Beat T-Mobile at Their Own Game!!!
#8Author of original report
Fri, April 16, 2004
APRIL 16, 2004. As an update to my original complaint against T-Mobile/Voice Stream, I wanted you to know that David can perservere against Goliath. I followed through with my threat to file complaints. I sent a letter to T-Mobile's corporste offices advising them of my intentionsm, which was in itself no easy thing to do since there was no corporate address on their statements! I finally got it by calling their automated phone system and punching buttons until I got a human who could give it to me - it's in Albuquerque if you ever need to know. Then, after notofying T-Mobile, I sent written complaints detailing my situation to the Better Business Bureau, FCC, Public Utilities Commission and Texas Attorney General, as well as letters of dispute to all three credit reporting agencies. My conditions were a complete credit on the account, that T-Mobile remove any negatives they had placed on on my credit report, and that they notify me in writing when my conditions had been met. The Better Business Bureau and the FCC followed up. And, within a couple of months T-Mobile acquiesced to all my demands. Sometimes, the little guy does win!
Kay
Gunter,Texas,
U.S.A.
You Can Beat T-Mobile at Their Own Game!!!
#8Author of original report
Fri, April 16, 2004
APRIL 16, 2004. As an update to my original complaint against T-Mobile/Voice Stream, I wanted you to know that David can perservere against Goliath. I followed through with my threat to file complaints. I sent a letter to T-Mobile's corporste offices advising them of my intentionsm, which was in itself no easy thing to do since there was no corporate address on their statements! I finally got it by calling their automated phone system and punching buttons until I got a human who could give it to me - it's in Albuquerque if you ever need to know. Then, after notofying T-Mobile, I sent written complaints detailing my situation to the Better Business Bureau, FCC, Public Utilities Commission and Texas Attorney General, as well as letters of dispute to all three credit reporting agencies. My conditions were a complete credit on the account, that T-Mobile remove any negatives they had placed on on my credit report, and that they notify me in writing when my conditions had been met. The Better Business Bureau and the FCC followed up. And, within a couple of months T-Mobile acquiesced to all my demands. Sometimes, the little guy does win!
CINDA
ARLINGTON,Texas,
U.S.A.
T-MOBIL SHOULD BE HELD ACCOUNTABLE FOR THEIR SALES REP/DEALER LIES!!!!!
#8REBUTTAL Individual responds
Thu, April 15, 2004
I AM A PRIOR CUSTOMER OF ATT WIRELESS. I WAS LOOKING AROUND AT DIFFERENT WIRELESS PLANS AND RATES. WHEN INQUIRING ABOUT T-MOBIL, I WAS TOLD BY THIER SALES DEALER THAT HE COULD GET ME A BETTER RATE WITH THEIR 5000 MINUTE PLAN AND SAVE ME MONEY. THE NEXT DAY HE CALLED AND TOLD ME THAT I COULD ONLY QUALIFY FOR THE 3000 MINUTE PLAN W/FREE NIGHTS AND WEEKENDS AND THAT I COULD CALL ANYWHERE IN THE US FOR $49.99. SO THIS PLAN WOULD SAVE ME AROUND $100 DOLLARS IF I SWITCHED FROM ATT TO T-MOBIL. SO I DID.
THE NEXT WEEK I RECEIVED A WELCOME CALL FROM T-MOBIL AND IT WAS BROUGHT TO MY ATTENTION THAT I COULD ONLY CALL TX AND LOUSIANA AND THAT I I HAD 7 DAYS TO CANCEL THE PLAN SINCE THE DEALER TOLD ME DIFFERENTLY. I CONTACTED THE DEALER, THE VERY NEXT DAY IN REGARDS TO HIM MISLEADING ME ABOUT THE PLAN. HE APOLIZED AND STATED THAT THIS PLAN WOULD STILL SAVE ME MONEY BECAUSE ON THE 3000 MINUTES AND FREE NIGHTS AND WEEKENDS. SO I THOUGHT O.K. THIS COULD BE A HONEST MISTAKE. WELL A MONTH LATER MY SERVICE WAS INTERRUPTED BECAUSE I HAD GONE OVER MY MINUTES. WHEN I CALLED IN REGARDS TO THIS, I WAS TOLD I NEEDED TO PAY $160 TO HAVE MY SERVICE RESTORED. WHICH I DID. BUT THE NEXT DAY I AGAIN HAD CHARGES BILLED TO ME FOR A CALL THAT I HAD MADE THE PREVIOUS NIGHT. SO ONCE AGAIN I CALLED CUSTOMER CARE, TO INQUIRE AS TO WHY THEIR WERE CHARGES ON MY ACCOUNT. THIS TIME I WAS TOLD THAT I DID NOT HAVE FREE NIGHTS OR WEEKENDS AND THAT I NEEDED TO LOOK OVER MY CONTRACT.
AFTER REVIEWING MY CONTACT IT IS THERE IN WRITING THAT I HAVE 3000 MINUTES PLUS FREE NIGHTS AND WEEKENDS. BUT T-MOBIL WILL NOT HOLD UP TO THERE CONTACT. I HAVE CONTINOUSLY CALLED AND ASKED FOR SUPERVISORS, BUT THE CUSTOMER CARE REPS REFUSE TO ALLOW ME TO SPEAK TO ONE. I SPOKE W/AN ATTORNEY WHICH STATED FOR THE NEXT YEAR THAT T-MOBIL HAS TO HONOR THIS CONTACT AND GIVE EXACTLY WHAT IS STATED ON THEIR CONTRACT. BUT T-MOBIL WANTS TO PICK AND CHOOSE WHICH PART OF THE CONTRACT THAT THEY WILL HONOR AND THEY REFUSE TO GIVE ME MY FREE NIGHTS AND WEEKENDS. I FEEL THAT THIS IS FRAUD AND THAT THEIR DEALER DELIBERTLY MISLEAD ME AND FLAT OUT LIED TO ME AND T-MOBIL SHOULD BE HELD ACCOUNTABLE FOR THEIR SALES REP/DEALER LIES!!!!!
Person
Mott,North Dakota,
U.S.A.
live and learn ..Unfortunatelly your situatuation in not unusual with this company.
#8UPDATE EX-employee responds
Mon, March 10, 2003
Per your comment you stated that you were told the phone was never received. This was usually true unless you had a tracking number (would have had to request this from the post office back during that period of time- now Tmobile supplies it per the new updates). Unfortunately most people never got one. They would receive these charges and would not be able to prove when they sent it. No proof- NO CREDIT was allowed to be issued.
When the phones were received they were almost always received "after the alotted time period." (again we could only dispute with a tracking number that almost always proved the customer was correct).
In response to you sending a letter. I do not think I EVER saw it notated on an account when a customer mailed a letter. (again- to prove this was sent I always tried to encourage people to do it with a return receipt so they would have proof of delivery and acceptance of letter).
As far as things not being notated on the account, most of the time it was. Reps were usually to lazy to research more then one or two notes back on the account.
(this was due to reps needing to watch their call times and to get people on and off the phone as quickly as possible- keeping your job was based on this along with a couple other numbers- if you did not meet the numbers, at one point they were givining you a warning per occurance and with 3 they were firing you- hence reps didn't care about the customer as long as they were meeting their numbers-- it is still a numbers game though they claim it is not. They say reps are to please the customer but where they say that they still disipline you if you don't meet the numbers)
I was actually personally told I needed to stop researching the accounts so much because I was finding where we HAD mischarged the customers and was requesting to many high credits (these credits were due and I had documaented proof ON THE ACCOUNTS by other reps)
Though I do understand what you are going through, and yes it is dishonest, it is a lesson learned. In the future use the return receipt and/or the tracking # with USPS. It costs a couple dollars at the front, but can save you big bucks in the end.
Also make sure you completely read and thoroughly understand your terms and conditions of service before signing up for service.
Yes this will damage your credit. Most cell and phone companies will see it and usually either require a deposit or refuse service. Try writing a dispute to the BBB and the credit agencies to offset it.
Person
Mott,North Dakota,
U.S.A.
live and learn ..Unfortunatelly your situatuation in not unusual with this company.
#8UPDATE EX-employee responds
Mon, March 10, 2003
Per your comment you stated that you were told the phone was never received. This was usually true unless you had a tracking number (would have had to request this from the post office back during that period of time- now Tmobile supplies it per the new updates). Unfortunately most people never got one. They would receive these charges and would not be able to prove when they sent it. No proof- NO CREDIT was allowed to be issued.
When the phones were received they were almost always received "after the alotted time period." (again we could only dispute with a tracking number that almost always proved the customer was correct).
In response to you sending a letter. I do not think I EVER saw it notated on an account when a customer mailed a letter. (again- to prove this was sent I always tried to encourage people to do it with a return receipt so they would have proof of delivery and acceptance of letter).
As far as things not being notated on the account, most of the time it was. Reps were usually to lazy to research more then one or two notes back on the account.
(this was due to reps needing to watch their call times and to get people on and off the phone as quickly as possible- keeping your job was based on this along with a couple other numbers- if you did not meet the numbers, at one point they were givining you a warning per occurance and with 3 they were firing you- hence reps didn't care about the customer as long as they were meeting their numbers-- it is still a numbers game though they claim it is not. They say reps are to please the customer but where they say that they still disipline you if you don't meet the numbers)
I was actually personally told I needed to stop researching the accounts so much because I was finding where we HAD mischarged the customers and was requesting to many high credits (these credits were due and I had documaented proof ON THE ACCOUNTS by other reps)
Though I do understand what you are going through, and yes it is dishonest, it is a lesson learned. In the future use the return receipt and/or the tracking # with USPS. It costs a couple dollars at the front, but can save you big bucks in the end.
Also make sure you completely read and thoroughly understand your terms and conditions of service before signing up for service.
Yes this will damage your credit. Most cell and phone companies will see it and usually either require a deposit or refuse service. Try writing a dispute to the BBB and the credit agencies to offset it.