T-Mobile Complaint - Voice Mail
HONOLULU, HAWAII -- This morning I was very bummed to learn that approximately 35 of 40 Voice Mails on my primary T-Mobile phone and all of about 5 Voice Mails on my secondary phone had been deleted. Several messages I had saved there were VERY IMPORTANT. I thought the messages were my property and not subject to the whim of T-Mobile.
After 4 calls and three hours talking with T-Mobile Representatives, I learned that MAYBE one of three things happened:
1. Conversion to the Converse Voice Mail
Platform had occurred after which I had 30
days to deal with my old Voice Mail before it
was deleted. I asked how I was informed of
this and one Representative told me that I
would have received a Voice Mail explaining
this well before the event. I didn’t. During
the 30-day ‘grace period’ I could code
in “00” after pressing “1” or “123” to
retrieve the old messages. When I desperately
tried that this morning, no messages prior to
February 22, 2006 came up.
2. Another Representative suggested that my
phone could have been subject to
an “intermittent voice mail outage”
that happened here in Honolulu from
February 25 to March 19, 2006.
These “intermittent voice mail
outages[s]” have been known to cause the loss
of Voice Mail. Were there other “intermittent
voice mail outage[s]” that prevented me from
getting the explanatory Voice Mail mentioned
3. Voice Mails are deleted after 30 days in some
areas and after 60 days in other areas. I
was told by a Representative that Customers
are informed of this via the T-Mobile website
and not on the bill or in the phone user
booklet. When I looked on-line, I could
only find a reference to the 30-day ‘grace
period’mentioned #1 after the Voice Mail
I called Corporate and spoke with an individual who was able to pull up, with a few keystrokes, my morning’s efforts to get an ANSWER regarding when my Voice Mails were jettisoned, how, and why. I also wanted to know how I had been informed of T-Mobile’s plan to relieve me of my personal property.
He said that my Voice Mail box tells me that my messages are only saved for thirty days. Maybe this is true in his “area” but it isn’t true in mine. I listened to the entire convoluted menu twice and when I finally pressed “9” to save one of the 5 Voice Mails T-Mobile left me with, the Voice Mail Box simply said, “Message saved.” I wondered, “But for how long?”
Throughout my conversations this morning, Representative after Representative, assured me that T-Mobile has no specific knowledge about the disposal of my personal property, i.e. my Voice Mails. They don’t know, they repeatedly assured me, when, how, or why messages from both my phones were erased. They, like I, can only SPECULATE.
When I went on-line to research this problem further I got worse news from the following web article:
Hacker penetrates T-Mobile systems
Kevin Poulsen, SecurityFocus 2005-01-11
Here is an excerpt:
…According to court records the massive
T-Mobile breach first came to the
government's attention in March 2004,
when a hacker using the online
moniker "Ethics" posted a provocative
offer on muzzfuzz.com, one of the crime-
facilitating online marketplaces
being monitored by the Secret Service
as part of Operation Firewall.
"[A]m offering reverse lookup of
information for a t-mobile cell
phone, by phone number at the very
least, you get name, ssn, and
DOB at the upper end of the information
returned, you get web username/password,
voicemail password, secret
question/answer, sim#, IMEA#, and more,"
The Secret Service contacted T-Mobile,
according to an affidavit filed by cyber
crime agent Matthew Ferrante, and by late
July the company had confirmed that the
offer was genuine: a hacker had indeed
breached their customer database,…
According to the article, I am one of
16.3 million customers whose personal information, i.e. SS#, DOB, voicemail PINs, and passwords, this gentleman had at his fingertips. How was this personal property ‘disposed of?’
I’m pretty sure I didn’t receive any notification of this either!