T-Mobile Complaint - T-Mobile Return Under Warranty/ Undisclosed Exchange Policy & Restocking Fees/ Pay or Suffer Attitude/ Customer Service Would Not
I've been a T-Mobile wireless cusotmer for over six years. About two months ago I went to my nearest T-Mobile store to report that my phone had quit working. I could hear other people when they called or I called but, they could not hear me. The sales representative said my phone was still under warranty and I qualified for a replacement. Two weeks later I received my new phone in the mail and began to use it.
On Jan. 1 2006 (approx. two months later) I find that my service has been suspended due to the fact that I have "went over my spending limit." I am told the reason for my discontinued service is that I owe a fee for the full amount of the replacement phone.
I called customer service and I spoke to a lady named Jennifer whose most consistent reply to any of my questions was that the charge was valid.
I was told that even though I was never verbally told that my replacement phone was subject to an exchange, that (allegedly) a paper in the box the phone came in had the terms of the exchange on it and that it was my responsibility to read it and abide by the terms. In truth I do not remember there being any papers in the box.
I then asked Jennifer what my options were to dispute the charges or if I could still send the old phone in since I still had it in my possession and, had I been informed of what I was supposed to do I would have sent it in. I was told that I could not dispute any charges because the charge was valid. I was further told that I could not send the old phone because it was past the time of the return policy.
I then asked if I might receive a copy of the return policy so that I may at least get to see the terms which were the cause of my added charges and the suspension of my service. I was told that it was not possible to receive a copy of the terms (the paper allegedly in the replacement's box). I asked if there was anywhere online where I might get to view these terms. They said no. I also asked to speak to a supervisor or someone who might know what my options were or that might be able to inform me better as to the terms of the agreement for which I was being held responsible. She said that she was the only one I could speak to and that if I had not reviewed the terms, which she alleged were in the box, I would not have a subsequent opportunity to reveiw them and that I would never-the-less be held responsible whether I knew about them or not.
It would seem a consumer must be informed of the possibility of added charges such as this and be allowed to at least review any terms or policies resulting in such charges if not an opportunity to dispute them. If and when a consumer violates terms of an agreement that consumer must be able to view the allegeded agreement.
Dispute of my charges or any understanding thereof is contingent on disclosure of the policy for which I am being held responsible. Disclosure of information is not optional folks!!!