I have been a long-time customer of TMobile, utilizing its services
since 2002. My dispute began as a result of a billing error that
TMobile refused to address.

For most of 2008, I used the unlimited text messaging service. I
switched to the 1000 month before switching back unlimited after
incurring overage charges. I spoke with a TMobile rep who confirmed
the service change which would reflect the following billing cycle.

About 2 billing cycles later, I was shocked to find an excess ~$300
charged through autopay. I checked my account online to find that the ~
$300 was for text overages and in addition, another cycle had just
completed with ~$200 in overages.

I contacted customer service about the overages as I had requested
months earlier to change back to unlimited texts. The rep bounced me
around before my call was taken by another rep who informed me they
had no record of the request. I attempted to reason with her, stating
I received confirmation and that my phone usage would not have changed
so dramatically otherwise. When she failed to resolve my problem, I
requested to speak with a supervisor who she said would call me within
24 hours.

When no call came, I contacted customer service again. I was told that
they would not be able to help me since my account was tagged to speak
with a supervisor only earlier that day and it would take at least
another 72 hours for a callback.

Days passed with no callback so I reported to the BBB in hopes of
expediting a resolution. Shortly after, I received a call from a
supervisor in response to my BBB complaint. I thought we'd be able to
resolve the issue but instead I was surprised to find that the rep was
rude and disrespectful, repeatedly speaking over me whenever I
attempted to explain the situation. The rep refused to address my
issues, instead vehemently maintaining that it was "fault".

I pointed out that it made no sense that my phone usage would change
so dramatically unless I requested the change in my text plan. I
further stated that I'd been using TMobile for several years, I have
no record of non-payment, complaints, or any other blemishes. I
implored him to check his records as I am sure there would be records
of my request if they recorded the phone calls as they claimed.

The rep ignored me and offered me $200 goodwill credit despite knowing
it was my "fault". I declined the offer, stating that it isn't fair to
have a loyal customer pay for a TMobile representative's mistake. I
told him I hope to be able to resolve the dispute without resorting
litigation to which he responded by scoffing, and telling me he would
see me in court and report my answer to the BBB.

I made another attempt to contact TMobile via email, and again they
offered me a small credit, refusing to address my issues or even the
unruly rep I encountered. I maintained my position, stating that I was
promised a service by a rep of TMobile, which I did not receive, and
as a result incurred costs I wouldn't have otherwise. Again, the rep
refused to address my issues.

To my surprise upon sharing my plight with TMobile mistakes and their
horrendous customer service, I met several other customers who have
experienced similar problems who are also disputing with TMobile and
encountering horrible customer service. Like me, I know many people
has left or intend to leave TMobile.

One would think that after paying for their services for so many
years, the least they could do was hear me out for a few minutes. It
really does make you wonder whatever happened to that old saying "the
customer's always right". I guess maintaining consumer confidence is
no longer the primary concern for Corporate America, most notably,
TMobile.

If anyone else is experiencing similar problems with TMobile, please
contact me via email, I would love to hear from you.

jbchiu.1...@gmail.com

http://tinycomb.com/2009/01/23/verizon-hub/

Is T-Mobile doing anything of this sort?

Why my service was disrupted in DFW area today?

Wasn't able to dial or receive any call.

Tech support was able to fix it first time but right after that call
got same symptoms so i called again (obviously using different phone)
but this time tech support couldn't hear my voice (even before I
speak !!) and kept "saying cannot hear you please dial again".

Nothing wrong to have outages with such a big network but wondering
why they lied to me !!

just curious...

I ported my 3 lines from ATT to Tmobile and was told there would be 1
time activation fee fro $35 for each line. I informed the rep that i
had 30 lines on a business account and asked if he could wave the
activation fees using my biz account a sleverage. he talked to a
"supervisor" and said he could do it.

I then got my first bill from Tmobile which was TRIPLE my ATT bill
along with three $35 charges for activation on each line.

I called customer service and they told me they could only wave one.
This is fraud!!!!!!!!!!

THE GAUNTLET IS DOWN!!!! I am now in the dragon slaying mode...

Join me at TIPPPS.com and help me slay the customer service dragon...
PLEASE!!!!!
Watch for a video on youtube that will be linked from TIPPPS.com

I am now going to attempt to contact the CEO of Tmobile. Ill post and
update this at TIPPPS.com

TIPPPS (To Insure Polite Professional Service)
Slaying the Customer Service Dragon...
One transaction at a Time.

There is a lot of PR  but not a lot of reality. Tampa shows up as 3G
area in the Tmobile site yet cannot see any 3G as I roam around town.
See from the local paper http://www2.tbo.com/content/2008/oct/21/sp-google-seeks-cell-phone-edge/

Tmobile needs to stop cheating

Has anyone been having trouble with services in t-mobile areas that
previously got adequate service?  I have talked with t-mobile about
this and was told that there was nothing they could do about my bad
service and offered nothing to help me fix the problem.  The call even
dropped while I was going through a check on my t-mobile cell phone.
Fortunately, I was talking on a land line while we were trying to
check my phone.  Any suggestions?  My contract is not up until 2010.

I disagree with an earlier post about the poor customer service with T-
Mobile but will agree that most Independent Agent locations I have
shopped have no knowledge of what they are selling, have no knowledge
of technology, coverage, et cetera.  But I do all my shopping online
or by phone.  I have been in the industry since 1991 and was with
Southwester Bell Mobile Systems/Cingular/AT&T until a few years ago
when I switched to T-Mobile because of issues with Cingular's poor
customer service and after 11 years was tired of dealing with
them.

I was very unhappy with T-Mobile's lack of data and how behind they
were with their technology, but stayed because I have never dealt with
a company before that tries so hard to be nice to people.  Everyone I
talk to, no matter what the issue, knows what I'm talking about
regarding technology, coverage, et cetera.  I am amazed at the
difference between them and Cingular when it comes to trying to please
the customer.  Obviously there are some people that will never be
pleased, or may start off with the wrong attitude, but even when I
called a few times and was angry, they remained very profesional.

The agent locations on the other hand leave T-Mobile with a bad name,
atleast those here in Central Missouri.  I had one tell me that quad
band phones are more powerful because they have more bands.  Another
told me that T-mobile had more coverage because their phones had the
900/1800 MHz band, then argued with me when I told him those were only
in use in Europe.  I had another tell me that even though they didn't
have coverage in a certain town, that I would have no problem roaming,
when I knew that there is no other GSM carrier there.  T-Mobile needs
to do a better job of training their Agent Locations and setting up a
system to assure that not just anyone can sell their service.

I read an article about a suit coming to t-mobile because of a shady
business practice with phone returns. I'm not investing until I see
what happens with that.

Here's the link:
http://tmobilelawsuit.com/index.php?option=com_frontpage&Itemid=1

I have been with T mobile for more than 3 years and have been very
frustrated with them recently that I have been trying to upgrade my
phone. My contract is over, and has been for several months, so I go
to t mobile web site and see that their SDA phone was free, so I
called to get that. But they won't give that to me saying that it is
available only for new consumers. What the heck, I have been with them
for 3 years. I called 3 times, went to the store, they wouldn't give
that phone. Also doing some research noticed that they offer way more
free phones for new coustemr but if your contract is over and you want
to extend you don't have that many options. I need a smart phone thats
why I am going through all this. THE LESSON LEARNED HERE IS THAT T
MOBILE IS NOT LOYAL TO ITS CUSTOMERS.

I have been with T mobile for more than 3 years and have been very
frustrated with them recently that I have been trying to upgrade my
phone. My contract is over, and has been for several months, so I go
to t mobile web site and see that their SDA phone was free, so I
called to get that. But they won't give that to me saying that it is
available only for new consumers. What the heck, I have been with them
for 3 years. I called 3 times, went to the store, they wouldn't give
that phone. Also doing some research noticed that they offer way more
free phones for new coustemr but if your contract is over and you want
to extend you don't have that many options. I need a smart phone thats
why I am going through all this. THE LESSON LEARNED HERE IS THAT T
MOBILE IS NOT LOYAL TO ITS CUSTOMERS.

I recently tried to cancel my T-Mobile account.  After many years of
service with T-Mobile I decided to switch carriers.  After calling
their customer service line to cancel I was told that service would
end on a certain date.  It did not and I was continued to be billed.
Calls to their customer service has been met with challenges and a
refusal to honor the original cancellation date.  An online search
reveals that there are many others who have experienced the exact same
thing.  Where T-Mobile does not cancel an account, continues to bill
the customer for services, and if the bill is refused sends the
account to a collection agency.

This leads me to wonder if this is a result of inept leadership at T-
Mobile, poor training (and supervision) or just bad processes.  Or is
it something worse?  Help me to understand this.