I have an issue with T-Mobile's award winning customer care (sham) and their billing system including the online service (always inaccurate). My 4 1/2 year t-mobile account was cancelled for nonpayment on February 16. On March 28, I called t-mobile's award winning customer care line to inform them of my hardship and to inquire about bringing my account current and possibly restoring service (because my contract ends in July). The rep informed to me that I had 90 days to restore my account from the date of the cancellation; I could pay the outstanding balance minus the $200 early termination fee and pay a $20 restoration fee to restore the main line on my account. I guess I assumed that I had time to restore my account especially since a little time later, I received a paper t-mobile bill in the mail dated April 2 stating that my full balance is due April 22. WRONG-- I received a letter from a credit collection agency dated April 7. T-mobile closed and sent my account (including the early term fee) to a credit collection agency either on April 4(according to one t-mobile rep) or March 31(according to the last manager I spoke to); either way, no more than a week after I spoke to them on March 28. Two of t-mobile's managers could not explain why I was, according to them, given the wrong restoration info nor could they explain why I received two conflicting letters/invoices on t-mobile's behalf. When one manager couldn't logically explain the discrepancies, he insulted me and went as far as to blame me for my account not being paid in the first place (as if I didn't get that part). The manager said that I should have known that it would be sent to collections (even though he stated that they, as t-mobile managers, don't know when an account would be referred to collections because t-mobile has no procedure, nor guidelines, nor timeline for such actions). What?
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4 comments:
Oh lord!! T-Mobile screwed me over too!! roar...
Last year, after being with T-Mobile for 5 years, I received a bill from them that was $550!! I called their "superior" customer service line and apparently I changed my plan to reduce my minutes. I asked, tell me how I can physically change my plan without me knowing and why the heck I would change it to a smaller plan for the same monthly fees? STUPID! They totally blamed the whole thing on me and pretty much insulted my intelligence. They refused to help me or work with me to find a solution. I ended up having to pay the full amount, regardless of the fact that it was their error. I do not recommend T-Mobile, they have the worst customer service and I believe that is the most important thing when running a company.
P.S. Damn it, I hate it when my split personality comes out and messes shit up.
lol! update from original post: I called HQ in Bellevue and an executive customer relations rep confirmed Craig's original restoration procedure and allowed me to pay the original balance minus the early term fee directly through the main office. The rep was still insulting, still evasive and still could not answer for the terrible customer service. With her evasive manuevers and her employee handbook responses, she confirmed that T-mobile's procedures, billing system, and customer service are shams! It should be illegal to do what they do.
Ouch that is criminal. Definitely time to give another carrier (I've had verizon and sprint with no issues) a try!
Another update from original post: After I spoke with 'Cindy' from headquarters, I assumed my ordeal was over...WRONG! The rep from HQ left the termination fees with the credit agency after she told me I would't have to pay them. So yea, I still owe the credit agency the term fees.... criminal!
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