T-Mobile - Bad Customer Service for Billing Complaint
Customer Service;billing Complaint - Complaint
SALT LAKE CITY, UTAH -- I had been a month to month customer of T-mobile after 2 year contract for about 3 years total without any any problems... until I added a second phone for my teenage daughter in August 2011. Adding that phone required us to restart a 2-year contract. Then things went bad.
She had the phone only a short time before we discovered that her school (which is within walking distance of our house where reception is fine) has no T-mobile reception. None. She must leave campus to get reception. Other kids with other plans do not have this problem.
In Dec 2011, she suddenly started receiving Internet service on her phone which we had not requested. T-Mobile billed us $50 for this. I called as soon as the bill arrived in January and asked that the Internet be blocked and our money refunded. The person I talked to agreed to do that, but nothing happened. I called again at the end of February and was again told that they would refund the charge, but this time I was told that Internet is automatic and it was up to me to go online and block it. During the conversation, my daughter's phone suddenly started having Internet access again. I had to get the representative to block this service because my options on their website would not allow me to do this. Again, nothing happened.
Today, three weeks after my second encounter, I called again to ask for a refund. I asked to speak with a supervisor and was told that I couldn't because they were too busy. I was transferred to the "financial" department who hung up on me within about 10 seconds. On my second call of the day, after about 15 minutes, I was connected to a supervisor who was able to make the refund.
I asked to be transferred to the cancellation department so I could see if there is any way I can get out of this contract. Nope. $200 cancellation fee for each phone... no matter what. No matter that the phone won't work in the location we need it to, that we get billed for services that we haven't asked for, or that it takes 4 phone calls to correct a billing error. When I asked this guy to review the terms of the contract with me, he said that he was very busy and I could look that up online. But he did review it with me. As far as I can tell, I have no recourse other than to pay what they say is "not a penalty" to get out of the contract.