- Report: #109877
Complaint Review: T-Mobile - Internet
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Author Not Confirmed
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T-Mobile
www.tmobile.com Internet, U.S.A.
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T-Mobile Temp Suspension results in Plan Change Internet
Let me start by saying that I have been with Voicestream/T-Mobile for over seven years and have had only minor issues with the service until now. I purchased the family plan from T-Mobile to provide my teenager a phone.
House rules were not followed; therefore I called T-Mobile to get a temporary suspension on the phone. The CSR from T-mobile told me that I would have the suspension period (90 days) added to the end of my contract (Mar 2004), and I would be notified prior to the suspension being lifted. The suspension was lifted; I did not receive the expected notification.
I did however; find out that my family plan had been changed to two individual plans, not temporarily suspended as expected, and included little to no long distance or text messaging included. A note here: I normally do not use anything close to the airtime that I pay for (usually ~75 min of a 600 min. plan).
I did not realize this happened until I received a phone bill for $700. I called and reached the CSR who basically said I was lying about the information I received when setting up the temp suspension. The CSR proceeded with the T-Mobile mantra "the rate plans that you were switched to were explained to you." I explained that a suspension is a temp outage not a plan change and requested to talk to a supervisor. No luck - the rep continued to insist that the bill was correct without getting a supervisor. I ended that call.
I decided to try the email route (to document my interactions). The first response stated that they had no record of my family plan and that all calls were valid. I promptly provided the date, store#, agent#, and invoice# from when I started the Family Plan. I also reminded the CSR that I was not disputing the calls, just the plan and amount that I am being charged. The second email response repeated the mantra "the rate plans that you were switched to were explained to you."
I followed this up with another request to speak with a supervisor or someone who will not blow smoke up my butt and truly look into my problem. T-Mobile's response: please call 611 (the same number I originally called).
Mark
CO Springs, Colorado
U.S.A.
House rules were not followed; therefore I called T-Mobile to get a temporary suspension on the phone. The CSR from T-mobile told me that I would have the suspension period (90 days) added to the end of my contract (Mar 2004), and I would be notified prior to the suspension being lifted. The suspension was lifted; I did not receive the expected notification.
I did however; find out that my family plan had been changed to two individual plans, not temporarily suspended as expected, and included little to no long distance or text messaging included. A note here: I normally do not use anything close to the airtime that I pay for (usually ~75 min of a 600 min. plan).
I did not realize this happened until I received a phone bill for $700. I called and reached the CSR who basically said I was lying about the information I received when setting up the temp suspension. The CSR proceeded with the T-Mobile mantra "the rate plans that you were switched to were explained to you." I explained that a suspension is a temp outage not a plan change and requested to talk to a supervisor. No luck - the rep continued to insist that the bill was correct without getting a supervisor. I ended that call.
I decided to try the email route (to document my interactions). The first response stated that they had no record of my family plan and that all calls were valid. I promptly provided the date, store#, agent#, and invoice# from when I started the Family Plan. I also reminded the CSR that I was not disputing the calls, just the plan and amount that I am being charged. The second email response repeated the mantra "the rate plans that you were switched to were explained to you."
I followed this up with another request to speak with a supervisor or someone who will not blow smoke up my butt and truly look into my problem. T-Mobile's response: please call 611 (the same number I originally called).
Mark
CO Springs, Colorado
U.S.A.
1 Updates & Rebuttals
Mark
CO Springs,Colorado,
U.S.A.
Problem Solved
#2Author of original report
Fri, September 24, 2004
I called T-Mobile to inquire about my contract end date because I was intent on terminating my contract. The CSR stated that my contract had expired two weeks ago and inquired why I wanted to know my contract end date. I explained the situation. She explained that there was no record of my previous correspondences listed in my record and that I needed to talk to a Specialist. I was transferred, my original plan restored, my bill reduced to my expected monthly fee all within 10 minutes. I don't know if this was beacuse I called after 8pm but, my lesson here: 1. Let them know you will take your business elswhere 2. Get pass the initial CSR to a service specialist. This ends my post.
