Complaint Review: T-Mobile

I initially submitted a letter to T-Mobile on January 2, 2020 in accordance with their terms of service. It is now March 6, 2020 and I received no reply. 

I went to the T-Mobile store located at: 3257 Southwest Fwy, Houston TX 77027 at 8 am on November 29, 2019 with my fiancé. We discussed the different offers and promotions for switching our plan to T-Mobile and purchasing two new iPhone 11s. We traded in my fiancé's iPhone 8 for a new iPhone 11 and I financed mine through T-Mobile’s two-year plan.

When discussing the service type, we opted for the military magenta plus option since I am a U.S. Navy veteran. We were informed that this plan includes many things including “unlimited nationwide calling.” Since my fiancé was born and raised on Guam, and I was stationed on Guam from May 2015-May 2018, we specifically inquired if the plan worked for Guam.

The sales associate assured us that Guam was covered under the nationwide plan as it is part of the U.S. This sounded fine, and we’ve never had phone plans that didn’t cover Guam before, so we didn’t have any issues with this service. We purchased the phones and the service that day and were happy customers.

Throughout December, we received charges for calling Guam multiple times. These charges on this past bill added up to $66.25 after tax.

December 10-11, 2019

I received a notification from T-Mobile saying my account has reached $50 of talking charges in the current billing cycle. It told me to contact T-Mobile, so I gave them a call at 5:56 pm. I had to talk to them again the next day because the issue was not resolved. During these conversations, I was told by the representative that Guam is not covered under the nationwide unlimited talk and text plan and that I would have to pay $15/month for international talk and text.

I informed the representative that Guam is most certainly part of the United States and is therefore included in the plan. When the representative replied that Guam isn’t part of the U.S. and it isn’t included in the plan, I informed them that the store I purchased the phone from said it was included. They said I would have to go back to the store and take it up with them. They told me that I was supposed to go to www.t-mobile.com/international-calling to check the rates to Guam. I responded that why would anyone look at an international calling page when Guam is part of the U.S.

December 12, 2019

I went to the store to discuss the charges. They told me I had to call customer service initially, but I told them customer service referred me to the store. We called customer service together and then they told the store that the store had to fix it. The store apologized and gracious applied the fund to the account to cover the charge (but not the tax). They recommended I get the $15/month plan for international calling and I told them that Guam isn’t international so it shouldn’t require another plan. They agreed but said it isn’t part of T-Mobile’s network and I responded that they shouldn’t advertise “nationwide free talk/text” if it isn’t true. 

I’m writing this report to have T-Mobile clarify in the documentation what coverage you have, and do not have within the United States and its territories. I’m informing you that Guam is an organized and unincorporated territory and is just as much part of the United States as Puerto Rico, the U.S. Virgin Islands, and Commonwealth of Northern Mariana (American Samoa is unorganized and unincorporated and is therefore different). Please provide me the service you stated you would, and please stop discriminating against Guam and CNMI by telling me they aren’t part of the U.S. There have been multiple threads on your website discussing this issue which you all have not resolved:

https://support.t-mobile.com/message/250207#250207

https://support.t-mobile.com/message/609494#609494