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T Mobile - BE Aware of Phone vs. Plan Two Year Contracts
Complaint
Review by snydou on 2012-12-17
Rating: 
MINNESOTA -- This is by far the worst customer service I've ever experienced in my adult life, but it involves money and so my only recourse is to alert others.
My daughter needed a new phone before returning to college, we purchased it from a mall...poor decision # 1. The plan was extended for two years for all four of the family members and not just her phone which is 'clearly stated' in the multiple bulleted, page document I as a customer signed. Again, please take your personal attorney to the store to document as no where did the salesperson tell us 'the plan' versus the phone was extended. I've transferred my phone number to another vendor as a centralized work/personal phone and was charged a $200.00 for the phone number transfer. At that point we were going to add another line with TMOBILE.
I'm so disgusted with the corporate treatment, I will go elsewhere. I've never missed the monthly payment since 2004 and within two days of not paying the $200.00 charge, TMOBILE was classy enough to send repeat notices alearing me that my plan would be cancelled even though the charge is being appealed. Front line service staff are well trained to give the "I've going to keep smiling, telling you how I understand your frustration" with false empathy, I don't find fault with them, but management pushed a product change and suckered me into a new plan. Buyer beware but shame on you TMOBILE. February, 2014 is a long time to wait you out but my final payment will involve celebration.
My daughter needed a new phone before returning to college, we purchased it from a mall...poor decision # 1. The plan was extended for two years for all four of the family members and not just her phone which is 'clearly stated' in the multiple bulleted, page document I as a customer signed. Again, please take your personal attorney to the store to document as no where did the salesperson tell us 'the plan' versus the phone was extended. I've transferred my phone number to another vendor as a centralized work/personal phone and was charged a $200.00 for the phone number transfer. At that point we were going to add another line with TMOBILE.
I'm so disgusted with the corporate treatment, I will go elsewhere. I've never missed the monthly payment since 2004 and within two days of not paying the $200.00 charge, TMOBILE was classy enough to send repeat notices alearing me that my plan would be cancelled even though the charge is being appealed. Front line service staff are well trained to give the "I've going to keep smiling, telling you how I understand your frustration" with false empathy, I don't find fault with them, but management pushed a product change and suckered me into a new plan. Buyer beware but shame on you TMOBILE. February, 2014 is a long time to wait you out but my final payment will involve celebration.
Comments:
Posted by At Your Service on 2012-12-18:
I've never had a problem with T-Mobile. With that said, I don't think there's a provider that doesn't have their share of complaints upon this site.
You mention an 'appeal'. I'm not aware of any way that T-Mobile allows for such a process. Early termination fees are common with most providers as you are just being required to pay back the discounted phone cost you were given, in consideration for your contract, up front. It's rather like the equivalent of you deciding you'd prefer not being under contract so they're (T-Mobile) is withdrawing their offer to pay for part of your equipment when you started. I'm not sure how one would conclude that was not being fair.
Best of luck with your new provider.
You mention an 'appeal'. I'm not aware of any way that T-Mobile allows for such a process. Early termination fees are common with most providers as you are just being required to pay back the discounted phone cost you were given, in consideration for your contract, up front. It's rather like the equivalent of you deciding you'd prefer not being under contract so they're (T-Mobile) is withdrawing their offer to pay for part of your equipment when you started. I'm not sure how one would conclude that was not being fair.
Best of luck with your new provider.
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