T-Mobile Complaint - If TMobile calls, RUN for your life...
BELLEVUE, WASHINGTON -- RUN as fast as you can if you are considering doing business with this company!!
I signed up for service 4/26/2011. I got my phones and activated them on 4/27/2011, and they were disconnected for non-payment the next day. I was holding a receipt in my hand that said PAID IN FULL, the sales dept and the tech support dept could see the payment in the system, however, billing (which is located in some foreign country) said I never paid.
Nevermind the fact that I had to pay before they would even ship the phones, nevermind the fact that the sales dept and tech support conference called billing for me and told them I paid, the ONLY thing billing had to say was "what is your credit card number?"
Of the approximate 40 calls I have placed over the past few weeks, the only time that I spoke to people in US was when I called Sales or Tech Support. I did get one person in Tech that seemed knowledgeable but all the other times I called, they seemed to be reading from a script and the decision tree always led them to "remove battery to reset phone, that will take care of it. if it doesn't, call back in an hour." After the first 5 times you reset the phone, I would have to say that maybe you should try something different.
When you ask for a supervisor, you will be denied. If you get lucky and get a supervisor on the phone, they will tell you they are going to research it and call you back. I have been waiting for 20 days. No call yet.
When the Executive Response team gets involved (their number is 877-290-6323) they will ask you to fax them copies of the receipt to prove payment (I did) and then they will ignore all the emails you send and voice mails you leave for the next 2 weeks.
I did file complaints with the FCC, the FTC, the Public Service Commission in my state, the State Attorney Generals office, the BBB, the Consumerist, Rip-Off Report and My3cents. I don't know if it will do any good.
I paid $204, I have a receipt and sent them a copy, yet T-Mobile Missing Payment Dept. says I did not pay, they will not investigate it further, no credits will be issued to my account.
They also informed me that since there is a balance of $204 on my account, I cannot cancel service until it is paid in full and that I will be charged early termination fees.
I think I deserve a FULL REFUND. I have to travel 2 miles from my home to get 'Edge' service, forget about getting 3G. I have been insulted by several representatives and ignored by others.
I have some recommendations for anyone unfortunate enough to get involved with T-Mobile. Document EVERYTHING. I have screenshots of their website 'My Account' -- good thing, because it changed daily. Keep every e-mail and scrap of paper they send you. Like receipts that say "PAID IN FULL". And when you send back their phones and literature, follow the directions exactly and I dunno, maybe have your friend videotape you packing up the box at the local UPS office. ;)
I have sent e-mails to all the departments I could think of at T-Mobile dot com. Sales, Customer Loyalty, Operations, Executive Response. If you can get a list of ppl in those departments (check Bloomberg Businessweek) their e-mail is firstname dot lastname at T-Mobile dot com. ;)
I was wondering if anyone had any suggestions as to what else I can do? I have considered small claims court. Would it be defamation of character to report me to a credit bureau after I show proof of payment? Does anyone have any ideas? HELP!