T-Mobile Complaint - Deliberate T-Mobile customer service: Fraud or simply Unethical Behaviour?
BELLEVUE, WASHINGTON -- If you are considering T-Mobile READ THIS FIRST!!
My son called T-Mobile on Dec. 8, 2005 to ask that he be moved up to the next non-promotional plan so he would have more minute useage for that month. T-Mobile has the record of that, that he called to 'update' his plan. I was in the kitchen when he made the phone call. He asked for the $39.99 for 600 minutes to be effective immediately. His billing cycle ended on Dec. 13, so he was within the time period for being able to do this. He was told 'no problem'. A month later, the bill came. The agent who stated 'no problem' had NOT done what my son had requested that he do. So the bill came to $97.76 ($50 dollars extra). I called T-Mobile and they said that the call in Dec. was noted, that my son had called to 'update' his plan, but the agent who took the call did not enter any other information into my son's account; in effect, the rate change he had requested had not been instigated. BUT, they could see that it was the fault of their agent...so what did they tell me? "You will get a refund on your next bill". Did that happen? NO. When I called to ask what was going on, they simply said, that they noted my son had called to 'update' but it was now beyond the 60 days necessary to make an inquery about the charges. I stated that I HAD called within the 60 days and been told by an agent that it was a T-Mobile agents fault AND that a refund would be posted to our automatic debit (which we had set up to pay his bill). They said, 'Sorry lady, that is not in our records.'
So, the question, you must ask yourself when you are considering T-Mobile is this: would you be willing to put up with a company where you will NEVER know if what they say on the telephone (in fact) is what they write down in their 'notes'? Are you willing for T-Mobile to have the last word, even when you know full well that their behaviour at times will end up being unethical (they say one thing they do another...)?
WRT: T-Mobile: Just realize that WHATEVER is said on the phone has a significant chance of being a 'their word against yours' situation. There is NO PROTECTION HERE FOR THE CONSUMER!!
I would love someone to start a class action suite against T-Mobil to determine if their behaviour is fraud or simply unethical handling of service.
Any legal firm out there willing to take this challenge on?