T-Mobile Complaint - T-Mobile ETF charge
Since moving to San Diego in March 2009, I haven’t been able to receive any cellular reception at work and only spotty reception at home. I called T-Mobile Customer Service several times about this issue and was told an engineer would be sent out to my workplace to determine if cellular service and towers are available. I also visited the nearest T-Mobile retail store to discuss my issue and find solutions to resolve it. The manager said I could cancel my service since I wasn’t able to receive cellular service at work and constantly dropped calls at home, but they needed to send out an engineer to confirm that there isn’t cellular service at my workplace and surrounding area before I could cancel. The engineer confirmed no service in July and also said there are no plans to install cellular towers in that area. I returned to the retail store to see if I could cancel my service. Another representative assisted me and listened to the engineer’s voicemail on my phone. She proceeded to call T-Mobile Customer Service to request cancellation of my account. The Customer Service representative over the phone argued with the retail representative and nothing got resolved. The retail representative was told I couldn’t cancel my service without paying the required ETF but would log everything that has been happening with my account since March. After calling Customer Service one more time and without any resolution to my problem, I sent a letter in September to Complaints/Customer Service in New Mexico asking if I could cancel my account without paying the ETF due to all the problems I’ve been having. Without any word from them, my account was abruptly cancelled on October 10th so I thought T-Mobile agreed to cancel my account without charging me the ETF since I only had six months left. Two weeks later I received a final bill with the ETF of $200 and one month’s charges on it. I called Customer Service to find out what happened. The representative barely listened to me and basically argued that T-Mobile was correct and all they could do is reactivate my account. I could barely get in a word because the representative continued to talk while I tried to explain my situation. I finally had to hang up because it was clear the representative was trained not to let anyone out of the ETF no matter how bad service is. I was prepared to pay the remaining 6 months of ETF charges but not to have my service cancelled without notice and then receive a ridiculously high bill. I have been a T-Mobile customer for more than 5 years and in my opinion, customer service over the phone and in New Mexico is horrible. This company does not care about its customers and really does rob their customers. I hope this company loses the ETF lawsuit against it and many more customers.
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