T-Mobile Complaint - Being punished for CSR's misinformation
NORRISTOWN, PENNSYLVANIA -- Cancellation fee complaint
by Rafael J. written to T-Mobile USA, Inc.
Posted Thu May 4, 2006 4:53 pm
I purchased a phone and contract for 1000 minutes on Tmobile through wirefly.com. After using the phone for a week, we really liked the phone and service coverage and wanted to add a second phone to the acct. I called tmobile and asked for the same deal I got with wirefly. Tmobile said they couldnt do it and advised I call wirefly and cancel the original order and reorder 2 new phones and a different plan. Seemed like a lot of work but I wanted to stay with tmobile. I verified with the tmo rep that I had until the 23rd of the following month (march)to cancel the acct without a cancellation fee. I got my new phones, returned the old one and called into tmo on the 19th of March and advised rep of the return number and the delivery date that wirefly got the phone. CSR at Tmo advised that everything was ok and would make sure all I was responsible for was usage. On the 3rd of April, I got a bill with usage fees, activation, etc. I called in and spoke with Alice the CSR at Tmo and she advised that we would see the credits on the final bill at the end of the month. CSR again verified that I woiuld not get billed cancellation fees. I got second bill on 5/3/06 and it showed 2 months charges plus a 200 cancellation fee! I immediately called tmo and spoke with George, the CSR, he looked into the acct and could not figure out why I was being charged since it was clear on the notes that I cancelled the phone within the time frame. He spoke with his supervisor and informed me that I really only had 14 days to cancel and could not speak as to why the previous 2 CSR's told me otherwise. I asked to speak with his supervisor. Mary, the CSR Supervisor number 7253152 informed that there was nothing they could do because company policy was that unless I lived in California I only had 14 days to cancel service. Keep in mind I already had 2 other phones and service with tmo. I asked for some sort of notice from Tmo stating that I only had 14 days and not 30 and she said that tmo couldnt do that and that I had to take it up with wirefly. I asked them why since the service was with tmo and she said that because wirefly sold the phones they should have told me that I only had 14 days. I asked why 2 separate CSR's and even George didnt tell me I only had 14 days since the 1st call came in 7 days after service activation. She said she could not comment on the reasons nor could she provide me anymore information.