JUPITER, FLORIDA -- As a consumer from your state, I felt it was my responsibility to bring to your attention the following incident.
I have been a good customer of T-Mobile since 2004. I've paid my bills on time. My wife's and my phone bill typically ranged around $185/month. Starting around 11/2006 we started getting phone bills around $400 +/-. Our most recent phone bill was nearly $300, so my wife called in to discuss the bill. While she was trying to find out why the bill was so high, she was told that her new bill was almost $1400!!! When she asked to repeat the amount, the agent started laughing.
Later that evening, I called to ask what we could do to rectify the situation. I suggested we upgrade to a new plan retroactive to the beginning of our new bill. The agent I spoke with, named 'Mike J' (he wouldn't give me his last name) refused because 'the billing cycle had already ended.' We hadn't even received this $1400 bill yet! But, supposedly there was nothing he could do.
I asked when the billing cycle had ended and it was less than a week ago. So, I asked if I had called a week ago, would they have been able to make the update? Yes, the agent said. I asked for some common sense and reasonability and the agent said I should have used common sense and called a week ago and made the change then. He was impressively unhelpful and patronizing. I canceled my account then and there.
I really don't think it's principled to pay this bill, but I know that if I don't, it will affect my credit and I'll end up paying thousands more in increased interest rates in the future. I get the feeling T-Mobile knows this, too and couldn't care less.
As a resolution, I would like the following:
I would like to find a reasonable solution. I would accept upgrading my wife's and my accounts to their 'nationwide unlimited minutes' plan retroactive to this $1400 bill we haven't even received yet.
Please contact me if you need more details regarding this incident.