- Report: #864634
Complaint Review: T Mobile - Albuquerque New Mexico
-
Author Not Confirmed
Why?
T Mobile
P. O. Box 37380 Albuquerque, 87176 New Mexico, United States of America
Phone:
Web:
www.tmobile.com
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
T Mobile lies, false advertisement, and bad customer service Albuquerque, New Mexico
April 5, 2012
On April 2, 2012 I contacted your customer service department via a chat online regarding a text message I received on my cell phone letting me know that my internet speed will be slow down because I have exceeded my allowed internet
data amount. I have never received this message before and this hasnt happened to me before.
This couldnt have happened at a worst time because I had to go out of town for a last minute family emergency and the only way I can get on the internet on my laptop is using your internet service that I get on my phone via the hotspot app that came with the phone. I have always done that every time I travel which is not that often.
Per this chat I found out that the internet I get is limited and not unlimited as I always thought since was told by the sales person when I signed up for your service at your store. Also on every monthly bill it clearly says Internet Access Gigabytes Unlimited.
First I was told that I had 2 GB and then I was told I had 5 GB. When explained to the customer service representative what can this be done about it since I NEED it to have the internet access and NOT want it, the only thing was told was that I had to upgrade for this month for the next GB speed plan available for a total of $30 or $60.00. All this was found out after
2 different chats online by 2 different people that gave me this information when inquired about the same issue. I said that $60.00 was too much money (since per the 2nd chat was no longer $30.00 since I happen to have at the end 5 GB) and couldnt be. They wouldnt offer to waive it this one time for a good customer courtesy or anything.
I then posted my problem on your Facebook page and I was told by the person that replies to the comments on the page that there was no way it cant be waived even on my situation of need in which I responded that wasnt true and such. Was told to e-mail your TForce department with this. I never did since had it already with all this.
Today, April 5, 2012 I came back home and since got the new bill in the mail and it also still says clearly Internet Access Gigabytes Unlimited. As mentioned before each bill says that. Also I never had a problem with this until now.
Now things get worst since now it is a matter of you really lying and breaching the contract since nowhere on the contract says anything about having a limit on the internet speed or anything. Also even being this the case as you say as it is having a 5GB limit, it should NOT say Unlimited and should say then 5GB and next to it in parenthesis or something slows down after reaching limit.
Just like for example like the companies that dont offer unlimited internet speed and charge you per each gigabytes that you go over and it tells you the charge. The same should be in this case but it clearly says unlimited and that what it should be. I am including a picture I took that shows this very clearly as proof.
In conclusion, after talking with someone over the phone regarding this unlimited internet access showing on my bill very clearly and nothing on the actual contract, I was told that there was nothing they could do. I said that was fed up with your service and sorry that signed up with you and wish could cancel right now. Was told that if cancel before contract expires on September 10, 2010 cancellation charges will apply per line as the contract states. To me this is more than not right since shouldnt be bound by this and should be let out of the contract without any charges since it is clearly that after all this and all the proof it is false advertising and not an accurate contract.
The right thing to do is to let cancel the contract without any early cancellation charges that will apply for canceling 5 months early.
I also told the customer service rep that will be calling your corporate offices tomorrow morning to see how they are going to fix this, plus I will be posting my experience and opinion on different web sites/sources letting people know what you are doing so they can be very careful and I wont be referring no one else to T-Mobile.
As they say.. Word of mouth makes a business and also can break a business !
On April 2, 2012 I contacted your customer service department via a chat online regarding a text message I received on my cell phone letting me know that my internet speed will be slow down because I have exceeded my allowed internet
data amount. I have never received this message before and this hasnt happened to me before.
This couldnt have happened at a worst time because I had to go out of town for a last minute family emergency and the only way I can get on the internet on my laptop is using your internet service that I get on my phone via the hotspot app that came with the phone. I have always done that every time I travel which is not that often.
Per this chat I found out that the internet I get is limited and not unlimited as I always thought since was told by the sales person when I signed up for your service at your store. Also on every monthly bill it clearly says Internet Access Gigabytes Unlimited.
First I was told that I had 2 GB and then I was told I had 5 GB. When explained to the customer service representative what can this be done about it since I NEED it to have the internet access and NOT want it, the only thing was told was that I had to upgrade for this month for the next GB speed plan available for a total of $30 or $60.00. All this was found out after
2 different chats online by 2 different people that gave me this information when inquired about the same issue. I said that $60.00 was too much money (since per the 2nd chat was no longer $30.00 since I happen to have at the end 5 GB) and couldnt be. They wouldnt offer to waive it this one time for a good customer courtesy or anything.
I then posted my problem on your Facebook page and I was told by the person that replies to the comments on the page that there was no way it cant be waived even on my situation of need in which I responded that wasnt true and such. Was told to e-mail your TForce department with this. I never did since had it already with all this.
Today, April 5, 2012 I came back home and since got the new bill in the mail and it also still says clearly Internet Access Gigabytes Unlimited. As mentioned before each bill says that. Also I never had a problem with this until now.
Now things get worst since now it is a matter of you really lying and breaching the contract since nowhere on the contract says anything about having a limit on the internet speed or anything. Also even being this the case as you say as it is having a 5GB limit, it should NOT say Unlimited and should say then 5GB and next to it in parenthesis or something slows down after reaching limit.
Just like for example like the companies that dont offer unlimited internet speed and charge you per each gigabytes that you go over and it tells you the charge. The same should be in this case but it clearly says unlimited and that what it should be. I am including a picture I took that shows this very clearly as proof.
In conclusion, after talking with someone over the phone regarding this unlimited internet access showing on my bill very clearly and nothing on the actual contract, I was told that there was nothing they could do. I said that was fed up with your service and sorry that signed up with you and wish could cancel right now. Was told that if cancel before contract expires on September 10, 2010 cancellation charges will apply per line as the contract states. To me this is more than not right since shouldnt be bound by this and should be let out of the contract without any charges since it is clearly that after all this and all the proof it is false advertising and not an accurate contract.
The right thing to do is to let cancel the contract without any early cancellation charges that will apply for canceling 5 months early.
I also told the customer service rep that will be calling your corporate offices tomorrow morning to see how they are going to fix this, plus I will be posting my experience and opinion on different web sites/sources letting people know what you are doing so they can be very careful and I wont be referring no one else to T-Mobile.
As they say.. Word of mouth makes a business and also can break a business !
1 Updates & Rebuttals
magicguy333
Antioch,Tennessee,
USA
update as of 4/6/2012
#2Author of original report
Fri, April 06, 2012
UPDATE AS OF THIS MORNING:
Things got worst this morning. Went to the local store where signed up and manager there was no helped at all. When showed him the contract he also said that didn't said it there at all but also said that back then when I signed they
didn't offered the plans they do now up to the 10 GB and was either 2 or 5 GB.
Also the advertisement information on the plans did not said anything about it as the one he gave me to look at for the new current plans. Is amazing how now it says on that information that yes is Unlimited but right under it specifies
up to 2, 5, or 10 GB of high speed data. If that would have been there on the information and ad that was given back then will definatelly would not signed up with TMobile since would have shown that at the end is it not really unlimited
high speed.
Also is funny how since I spoke loud and clear since there were other customers there and I made sure they knew of what they were doing and not right and this way they were aware, he told me to leave the store or he will call the police. And also as a store manager there was nothing he could do. I told him then he was a "peon" and his job title of manager was just that and had no power to do anything to make a customer happy, like whatever it takes. He
said he wasn't a peon.
LOL !!!!!!!!
After I tried to get a hold of your corporate office was told that they no longer talk to customers about any problems and everything now has to be done by sending a letter.
On top of this, ended up talking to someone in customer service that added free of charge more internet data plan until the end of the billing cycle.
Something that I was told last week when I was out of town and when this happened for the first time and NEEDED the high speed access, that there was no way they could have waived the charge. Amazing how out of the sudden they added it more data with no charge and is valid until my next billing cycle. Well I am now back home and I do NOT needed it. Too late now. Another joke !!!!
So this is why I said that make things worst since if they could have done it this morning they could have done it too last week when I was out of town and I NEED it.
Now I no longer need it since I am back home.
In conclusion also talked to someone at the cancelation departments and was told there was nothing they can do. I told them that after all this they can keep their service and contract and shove it !!! Was told that if I cancel now, before my contract is over there will be a $100 cancelation charge per line totaling $400.
Told them was ridicolous and now I know for sure that TMobile does NOT cares at all. At least after all this they could have either lowered the cancelation charge or waive it all together. But that is not the case of course.
I will let everyone I know NOT to do business with T Mobile, will tell them about my bad experience, and I will also post in different internet forums/web sites/sources based on my opinion and my experiance what happened to me and to warn everyone and NOT to do business with you and go somewhere else !
"Word of mouth can make and destroy a business"
The only thing I can do now since you give me no choice keep your service, unfortunally, until the contract is over on September 10, 2012 which is when I can cancel it and not pay nothing for a cancelation fee and take the 4 lines I have with you to Sprint.
In the meantime until then I will be posting everywhere I can find and posible about my experience with you warning people about of what a horrible company T-Mobile has become. Don't want the bad press ?
Let me out of the contract with $0 cancelation charges.
I doubt you would do that though.
Report Attachments
