- Report: #778074
Complaint Review: T-Mobile - Internet
Reported By:
DaddyOfClaudine -
Laurel, Maryland, United States of America
Submitted:
Updated:
-
Author Not Confirmed
Why?
T-Mobile
Internet, United States of America
Phone:
Web:
www.t-mobile.com
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
T-Mobile Tmobile T-Mobile outrageously claims oral, recorded agreement is for training and quality assurance purposes only, Internet
In June, I bought a smartphone and contracted for two years' service over the phone with T-Mobile's telesales department. The call was recorded. The very nice saleslady asked me whether I wanted the phone insurance (from insurer Asurion) and I replied in the affirmative. Before we hung up she read me the contract terms and asked for and obtained my oral agreement to the terms.
I noticed that the insurance was not listed on my bill. So last evening I called customer service and asked whether I was being billed for insurance. The agent's answer was no. I said that my call with the saleslady was recorded, so that if somebody listens to the recording we can resolve this issue and add the insurance to my account. The customer service agent replied that the recording was for training and quality assurance purposes only and that the insurance wouldn't be added unless it was placed on my invoice or account record's notes. I replied that I'm sure that if I had refused to pay for something for which T-Mobile billed me that the company would invoke the recorded, oral agreement. He said that T-Mobile doesn't invoke the recordings to enforce their contractsw with clients.
So now I must bear the consequences of the very nice saleslady's honest mistake? What a great way to welcome a profitable client who pays timely each month and only seeks to have his cell carrier likewise uphold its responsibilities under our contract. The Maryland Attorney General's Consumer Affairs Division and the FCC will soon learn this story.
I noticed that the insurance was not listed on my bill. So last evening I called customer service and asked whether I was being billed for insurance. The agent's answer was no. I said that my call with the saleslady was recorded, so that if somebody listens to the recording we can resolve this issue and add the insurance to my account. The customer service agent replied that the recording was for training and quality assurance purposes only and that the insurance wouldn't be added unless it was placed on my invoice or account record's notes. I replied that I'm sure that if I had refused to pay for something for which T-Mobile billed me that the company would invoke the recorded, oral agreement. He said that T-Mobile doesn't invoke the recordings to enforce their contractsw with clients.
So now I must bear the consequences of the very nice saleslady's honest mistake? What a great way to welcome a profitable client who pays timely each month and only seeks to have his cell carrier likewise uphold its responsibilities under our contract. The Maryland Attorney General's Consumer Affairs Division and the FCC will soon learn this story.
3 Updates & Rebuttals
cutetmobilegirl
United States of AmericaCall recording
#2UPDATE Employee
Wed, November 02, 2011
fyi, calls really are randomly recorded. in customer service we don't pull call records for customers. its like finding a needle in a haystack. Also we don't pull call records to enforce contracts a customer accepted. Either the notes state you accepted or they don't. its against policy to pull records, even though yes some reps will do it. few and far between depending on your circumstance. oh ya it also depends on your tone and attitude. I do all kinds of against policy things for be who are genuinely nice. not that fake nice crap either.
DaddyOfClaudine
Laurel,Maryland,
United States of America
Maryland Attorney General's Office helped me to resolve dispute
#3Author of original report
Sat, October 15, 2011
The Consumer Protection Division of the Maryland Attorney General's Office very kindly helped me to resolve this dispute through mediation. The insurance was added to my T-Mobile account. However, T-Mobile did not address the key underlying issue:
T-Mobile wrote to the mediator that its records do not reflect that I requested the insurance when I bought the phone. I don't doubt that that's a true statement. However, the phone call during which I ordered the phone and requested the insurance was recorded, and in fact I was asked to explicitly, orally agree to the two-year contract while being recorded, a request with which I gladly complied. Just as I should expect T-Mobile to invoke that recording if I ever failed to fulfill my obligations under the contract, I should likewise have the right to rely uponn T-Mobile's representations to me during the recorded phone call to enforce my rights under the contract. For binding contracts are always mutual and enforceable by all parties.
bbkg
Illinois,USA
recording
#4Consumer Comment
Thu, September 22, 2011
I tried to purchase a new line on my account over the internet. for some reason it wouldnt go threw. I called tmobile sales and explained my problem. the lady told me they would give me the online price which was free. I made sure to ask her again, are you sure in not going to pay for this phone. she explained again that i would get the phone for free. well my bill came in the mail and they charged me $100 for the new phone. I threw a fit and told them to pull the call records. i gave them the exact time i called because it was still on my call records. It took them a couple of days to go threw the recordings, but they did find it and refunded my money. From what i knew, they are supposed to give you 30 days to add insurance from the time you ordered your phone.
