- Report: #246377
Complaint Review: T-Mobile USA - Bellevue Washington
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T-Mobile USA
12920 SE 38th Street Bellevue, 98006 Washington, U.S.A.
Phone:
800-318-9270
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T-Mobile USA, Fraudulent billing after cancellation of service Bellevue Washington
I was very happy with T-Mobile until I moved from Texas to Connecticut. I was unable to use my cell in my home, at work or at many of my relatives homes. I had to step outside and even then it was not reliable service. I put up with this for a year. Only because I thought I was in a contract and did not want to pay the termination fee.
I cancelled my service, outside of my contract period, on October 5, 2006. I spoke to a very pleasant CS Rep who did everything in her power to keep me as a customer. I politely refused and requested that I be sent an itemized final bill so I could pay the balance. I was assured I would receive one shortly and that my service would be cancelled as of that day.
On October 17, 2006 while waiting for my bill to arrive, I received a notice of suspension of service due to non payment on my account. I immediately called to find out what was going on. When I input my cell number I was transferred to an automated system that infromed me that my account was placed for collection. I was given the option to press whatever number for the name and address of the agency. I opted to wait until they contacted me. I was very upset. It was only 12 days since I had requested a final bill, which had not yet arrived, and T-Mobile placed my account in collection and had apparently not cancelled the service as they stated they would.
On October 19th the letter from the collection agency arrived. I immediately sent a cease and desist order to them via Certified Mail. A right all consumers have under provisions of the Fair Debt Collection Practices Act. I waited a week to give the agency time to transfer the account back to T-Mobile. I waited too long. They had hired another agency. I went through the same process, but instead contacted Customer Dis-Service immediately. No one would even speak to me due to the status of my account.
I sent an email requesting the name and mailing address of a Senior Customer Service Manager. An automated reply was all that ever came back to me. I went on T-Mobiles site and found the names and mailing addresses of the Board Members. I selected the Chief People Officer, because there was no one with a title that led me to believe they had anything to do with Customer Service. I sent Mr. Manuel Sousa a registered letter stating the details of my problem and informing him that from that day forward I would be deducting the cost of sending registered letters from what I owed. I also informed him that if I did not get a response I would file complaints with the FTC, the CT State Attorney General and the BBB.
Absolutely no response. I filed the complaints as I stated I would. A Mr Anthony Rivas disputed my position with the BBB. We went back and forth a few times until the BBB closed my complaint because I was not adding new information. T-Mobile was not acknowledging my complaint, but because I was not adding information it was closed. What a joke. And big companies like T-Mobile know that the BBB is a joke. If they wait it out, the BBB will just close the complaint. Nice!
By now it is the end of February 2007 and no one will talk to me about my account. I called to speak to Mr. Rivas directly and my call was misteriously disconnected. Five times. I have sent several letters, with no response. I sent an offer for a resolutoin. No response. I sent a reminder about the offer. No response. I have had enough.
My next step is to send the CEO, Robert Dotson, a letter at home to see if that gets any attention. I had a PI friend find the address for me. I think that is a drastic step, but what else is left? If I don't shake things up a bit, I may never get this resolved.
T-Mobile has tried to punish me for cancelling my service, and I will not stand for it. Has anyone else had a similar experience when trying to cancel service?
Scott
Manchester, Connecticut
U.S.A.
Click here to read other Rip Off Reports on T-Mobil
I cancelled my service, outside of my contract period, on October 5, 2006. I spoke to a very pleasant CS Rep who did everything in her power to keep me as a customer. I politely refused and requested that I be sent an itemized final bill so I could pay the balance. I was assured I would receive one shortly and that my service would be cancelled as of that day.
On October 17, 2006 while waiting for my bill to arrive, I received a notice of suspension of service due to non payment on my account. I immediately called to find out what was going on. When I input my cell number I was transferred to an automated system that infromed me that my account was placed for collection. I was given the option to press whatever number for the name and address of the agency. I opted to wait until they contacted me. I was very upset. It was only 12 days since I had requested a final bill, which had not yet arrived, and T-Mobile placed my account in collection and had apparently not cancelled the service as they stated they would.
On October 19th the letter from the collection agency arrived. I immediately sent a cease and desist order to them via Certified Mail. A right all consumers have under provisions of the Fair Debt Collection Practices Act. I waited a week to give the agency time to transfer the account back to T-Mobile. I waited too long. They had hired another agency. I went through the same process, but instead contacted Customer Dis-Service immediately. No one would even speak to me due to the status of my account.
I sent an email requesting the name and mailing address of a Senior Customer Service Manager. An automated reply was all that ever came back to me. I went on T-Mobiles site and found the names and mailing addresses of the Board Members. I selected the Chief People Officer, because there was no one with a title that led me to believe they had anything to do with Customer Service. I sent Mr. Manuel Sousa a registered letter stating the details of my problem and informing him that from that day forward I would be deducting the cost of sending registered letters from what I owed. I also informed him that if I did not get a response I would file complaints with the FTC, the CT State Attorney General and the BBB.
Absolutely no response. I filed the complaints as I stated I would. A Mr Anthony Rivas disputed my position with the BBB. We went back and forth a few times until the BBB closed my complaint because I was not adding new information. T-Mobile was not acknowledging my complaint, but because I was not adding information it was closed. What a joke. And big companies like T-Mobile know that the BBB is a joke. If they wait it out, the BBB will just close the complaint. Nice!
By now it is the end of February 2007 and no one will talk to me about my account. I called to speak to Mr. Rivas directly and my call was misteriously disconnected. Five times. I have sent several letters, with no response. I sent an offer for a resolutoin. No response. I sent a reminder about the offer. No response. I have had enough.
My next step is to send the CEO, Robert Dotson, a letter at home to see if that gets any attention. I had a PI friend find the address for me. I think that is a drastic step, but what else is left? If I don't shake things up a bit, I may never get this resolved.
T-Mobile has tried to punish me for cancelling my service, and I will not stand for it. Has anyone else had a similar experience when trying to cancel service?
Scott
Manchester, Connecticut
U.S.A.
Click here to read other Rip Off Reports on T-Mobil
2 Updates & Rebuttals
Nicole
Colorado Springs,Colorado,
U.S.A.
Your Mistakes
#2UPDATE EX-employee responds
Thu, May 31, 2007
First of all, while you are right in T-Mobile making a mistake and not cancelling the line as promised on the actual date promised, you were wrong in waiting so long to contact them. By waiting this long, the account had been signed off to a collection agency, meaning that they COULD NOT discuss this with you anymore. Any disputes and/or questions have to be directed to the collection agency at this time. It is your own fault for waiting so long, as T-Mobile, and pretty much any company in the U.S., has strict policies in place on delinquent accounts. As for you not checking to make sure that your phone had indeed been disconnected at the time, I am a little confused. Like anything, a followup on your part should have occurred. As with any service, human errors do occur, and you should have really known better than to assume that the account had been cancelled and service disconnected. Granted, you account should have been cancelled as requested, but things happen. Computer glitches, human errors, etc. As for this comment, "My next step is to send the CEO, Robert Dotson, a letter at home to see if that gets any attention. I had a PI friend find the address for me. I think that is a drastic step, but what else is left? If I don't shake things up a bit, I may never get this resolved.".....T-Mobile is one of the rare companies that will provide customers with Robert Dotson's email address and even his fax number. No offense, but if a customer sent me a letter at my home, I would completely disregard it as junk mail. You obviously would not have any respect for his privacy and life away from work....in my opinion, why should he care about yours? My suggestion-TALK TO THE COLLECTION AGENCY> T-Mobile is NOT punishing you for cancelling your service. It is your right and the company understands that. By ignoring the agency, YOU are the one prolonging the process. Suggestion-Call the agency and dispute the allegations. Mention the dates that you did in your online complaints and tell them to have T-Mobile check their memos that they put on every account.
D To The X
Dallas,Texas,
U.S.A.
T-Mobile is a big Rip Off, and I know how you feel!!
#3Consumer Comment
Thu, May 03, 2007
I just want to add a comment, because I've been with T-mobile for about 5 years now. Know why? Cause every 9 months when they tell me I can get a new phone for free I do it, but it adds another year to my contract. Well that is my fault. I'm the one who should just say "no thanks." Anyway, I've been with them way too long. But my major gripe is this; the last phone I bought on an "upgrade" was supposed to be a $100 with a $50 rebate in the mail. The rep at the T-Mobile store assured me this was a definate rebate, so I bought this phone. Immediately I sent in all the rebate forms, UPC from box, etc. - everything was correct and in order - and off in the mail it went. I made copies for my records as well. A month later I get a letter in the mail from the T-mobile Rebate Center and they tell me " we are very sorry, but the phone you purchased is not a rebate phone." I'm like, WHA? I told them the whole bit about buying that specific phone just because it was a rebate phone, and why else would the rep at T-mobile give me the rebate forms & rebate receipt with my product, if it didn't have a rebate? All they could say was "sorry, I don't know what to tell you." Well I tried to reach the little dude at the store where I bought the phone, and he no longer worked there, so I wasn't able to get this situation resolved. All I know is that I was out $100 for a phone that should've been free, much less $100 with a $50 rebate. I swear, I believe with all my heart, the whole rebate thing was just a big scam. I called T-mobile up and said that I am just so pissed at them, and that I am just about ready to cancel my contract with them. I don't care if I have to pay $200 early termination fee or not. But I just decided, I've got 10 months left. I'll just wait it out, to hell with giving them another extra dollar for nothing, and I'll just quit their a*s when my contract is up and say "F.U. T-Mobile, see ya wouldn't wanna be ya!" They've been ripping me off for five freakin years. Veronica, from Dallas
