- Report: #429242
Complaint Review: T-Mobile - Los Angeles California
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Author Confirmed
Why?
T-Mobile
P O Box 51843, Los Angeles, 90051 California, U.S.A.
Phone:
800-937-8997
Web:
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T-Mobile Deceptive Billing Process Los Angeles California
At the time of signing up with T-Mobile for a family plan in January-09, I was told clearly and repeatedly that there is NO activation fee. Unfortunately, the bill shows otherwise, there is US$140 activation fee. I immediately contacted T-Mobile billing department. They declined to provide credit to my account; they told me to contact the agent instead. The matter is still unresolved after making contact to the agent. As a consumer and customer, why should I have to go through the inconvenience to fight for their elusive mistake? I strongly believe this is a policy of deception; this type of business conduct is unacceptable and detrimental... It has never been any similar painful experience with AT&T or Verizon in the past!
Mqincalifornia
Castaic, California
U.S.A.
Mqincalifornia
Castaic, California
U.S.A.
1 Updates & Rebuttals
Candycenigma
Augusta,Georgia,
U.S.A.
Activation Fees
#2UPDATE Employee
Sat, March 07, 2009
Well, this is why it is always important to set the correct expectations in the beginning. I work in T-Mobile Customer Care and I'm gonna tell you how it all goes down. You go into the store and you start up your service. The sales representative in the store tells you there will be no activation fees. You're thinking "great deal!" So a month passes and you get your bill and lo and behold...Activation fees. Not just one, but 35.00 per line. What you should have been told is that sometimes when you activate in the store there are promotions going on that will get you an activation fee credit. See, our billing system doesn't know that the sales rep gave you a special deal. So the system sees new lines and applies the charges to your bill. This is just due to system limitations. So what is SUPPOSED to happen is the sales rep is supposed to call us in customer care and request the credits for the activation fees. For whatever reason your sales rep didn't call in. That's why you were referred back to the sales rep. We in customer care are have to have a valid reason and be able to show proof of why we submitted the credit. The sales rep call into customer care is the proof required. So...you get the dealer to call in, then you get the credit.
