Complaint Review: T-Mobile - Cincinnati Ohio

Make sure you file a complaint with each of these agencies: File a complaint against T-Mobile with the Washington State Attorney General's Office http://www.atg.wa.gov File a complaint with your own state's Attorney General's office. File a complaint with the Better Business Bureau www.bbb.org File a complaint with the FCC http://www.fcc.gov/cgb/consumers.html T-Mobile's contact info. for the complaints: T-Mobile USA, Inc. 12920 S.E. 38th St. Bellevue, WA 98006 Phone: 425-378-4000 Toll-free: 800-318-9270 Fax: 425-378-4040

When i worked for t mobile as of dec' 05' they offered reward programs for upgrades on particular types of phones, when an employee accumulated enough points they received a red lobster gift card or wal mart card or some other type of reward. There were rules in place making sure employees read the disclosure for an upgrade stating the contract extension however it was in an employees best interest to read that as quickly as possible or not read it at all. Sitting at the lunch table with fellow employees discussing points they had accumulated that day, I quickly got the impression that whether or not the customer was aware of the consequences of his or her upgrade was of secondary importance. In fact I received calls from customers on a regular basis who stated that they were not aware of any contract extension on their account. In my mind this confirmed what I had already suspected about questionable practices for extending contracts. If someone says their contract was extended without their consent I tend to believe them.

I've talked to a few supervisors a number of times with no help. They even walked me thru the tweaking settings. If you read my statement one of the things I did was buy NEW phones (Motorola V360 and two Motorola RAZR V3 and a Samsung). You stated FYI...Anytime you get new equipment for less than full retail price, you automatically renew the contract. How can I renew a contract when it's not my contract? Can I renew your contract? Here's a copy of my request to T-Mobile and they failed to response so far. {T-Mobile, USA S------ R 7------- Customer Care Specialist Hi. Please email me your Terms and Conditions, (Article 1 Acceptance of Agreement) for review and who was this verbal contract made with? All I remember was stating the fact that our old phones (E501) where causing a very bad reception problem and was planning to switch phone companies for better reception. You guys told me that the new phone would improve that service. I stated I would continue the month to month service only if reception was improved. Why would I agree to a two-year contract and poor reception plus pay for phones? When I can go to any other cell phone company and get all new phones for free? The lady I was talking too was great and she did everything she could to help, that was the only reason I agreed to paying for the discounted phones. If this is wrong - please show me a copy of her notes that state anything different. Thanks for your help. Frank - Cell # in question ---------}.end As Stated on my orig. complaint before I Did Agree to pay for the new Phones and stay on the month to month because I am NOT the owner of the contract and could not extend her (wifes)rights. Too Confused I'm Not a consumer in Ohio reporting to the California Public Utilities Commission. I live in California. I do not know why it states that.

I used to work for T-Mobile customer care. When someone was upgrading their phone with a 2 year contract extension, there was an automated system when the customer had to enter their phone number and press #1 to agree to the extension. If it was a 1 year extension, the verbal contract script was read by the agent. The original post did not specify whether the upgrade was done on the phone or at a store. Obviously if doen on the phone there is a recording of the call somewhere. If the upgrade was done at the store, it is truly your word against the sales rep.

Why would a consumer in Ohio report to the California Public Utilities Commission? I'm confused. I went to that website and just put t-mobile in the search and they seemed to have glowing reports on t-mobile. Am I missing something? Is California gathering information from other states? T-Mobile is based in WA state isn't it? Oh and as to the original complaint about the extension of the contract. I know when I got my new phones I was on the call with a rep and then they put an automated thing on and I had to punch in my phone number and then the contract conditions were read to me and I had to push 1 to accept. Did you have to do that when you got your 4 phones?

You may file your complaint with the appropriate agency listed above at 800-649-7570; fax 415-703-1158 or web www.cpuc.ca.gov. You must provide supporting documents such as contract, bill copies, and letter briefly stating reasons for complaint. You are protected under the commission rules and regulations. You should be able to be released from contract if company can't provide proof that you agreed to another contract extension.

I suggest you just escalate your situation to a supervisor. I dealt with T-Mobile for years and never had a problem. They TWICE let me out of a contract when they did not have to because I moved to a poor or no service area. This is not just my opinion, T-Mobile customer service is ranked by independent agencies as the best. They actually follow up on issues to be sure you are satisfied. I have never gotten a follow up call from any other carrier. I was a heavy wireless user as i ran a trucking company from the road while driving, and sometimes had 3 or more different wireless carriers at the same time. FYI...Anytime you get new equipment for less than full retail price, you automatically renew the contract. ALL major carriers do this. It is no suprise and is clearly disclosed in your contract. Furthermore, signatures are not required. The authorization is digitally recorded and kept on file and you agreed to it as soon as you recieved and used the phones. If you bought the SAMSUNG phones, that is your problem, as they have the lowest signal of any phone on the market. Upgrade to a Motorola or Sanyo and you will not have this problem. Also, if you take the phones to your local T-Mobile store, the tech can tweek the setting on the phone to make it work better.

They love T-Mobile. I had the exact same problem, as it turned out, they were building a new tower, and once that was completed, I had perfect reception. But in the meantime, the AG got involved and I was let out of my commitment. I still have the service, because I think they are the best coverage for the money on a multiple family plan, but I don't have the 2 year agreement, I am month-to-month.