ST. LOUIS, MISSOURI -- I am (was) a loyal T-mobile customer for years mostly for the good price plans and excellent front line customer support. However, the cancellation representative (rep # 4836424) denied my request to waive the cancellation fee ($100) in the last 6 months of my contract, although a prior rep agreed to waive the fee and placed the information in my record. The reason to waive the fee was because there is not service in my office (0 to -111 dbm or 0 to 2 bars at most which is intermittent) and dropped calls on the interstate. I have spent many hours in a good-faith effort to fix the problem by following tmobile's advice and even extra attempts (reset phone, reset service, try other phones, try other sim cards, replaced the phone) without success. The same phone on another service provider (SIM) works fine without signal problems.
The first cancellation representative agreed and made notes in my record that if I had two bars or less in my place of work (office, which is in downtown St. Louis), the cancellation fee would be waived. However, after several transfers, the second representative (#4836424) refused to honor this because she did not believe me. I offered a photo of the phone's reception, however, she refused to accept my word, photos or any other evidence. Thus, T-mobile has rescinded an agreement with me that is in their records. Their response to my concerns will determine whether I also cancel my second line with them.
Sincerely, an aggravated customer.
UPDATE 4/20/2010: Chat support was not able to resolve - now filing with the BBB.