Complaint Review: T-Mobile - Albuquerque New Mexico
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- Author Confirmed
- T-Mobile PO Box 37380 Albuquerque, New Mexico U.S.A.
- Phone:
- Web:
- Category: Cellular Phone Companies
T-Mobile Terrible Customer Service. Treated me like an Idiot. ripoff Albuquerque New Mexico
*UPDATE Employee: Text messaging charges
*UPDATE EX-employee responds: System info
*UPDATE EX-employee responds: System info
*UPDATE EX-employee responds: System info
*UPDATE EX-employee responds: System info
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I've been with T-Mobile since Oct. 2004 and have had small problems with the service here and there.
Last month, I went online and deleted their T-zones pkg off of my phone lines since it was like $5 a month per line and we didn't use it.
Well, looking at my phone bill today, I noticed that I had a "usage charge" of like $16. I looked into it further and saw that I was being charged for the text msg, which I had a 400 msg plan for $5 a month... or so I thought.
So I called customer service and was spoken to very rudely. They insisted that I removed the text msging plan from my phone when I removed the T-zone plan. Now, I explained to her that I text msg ALOT everyday. Why would I remove that from my account? And she said that I did, and she couldn't help me and that I HAD to pay the $16 charge.
So, I was mad and hung up on her. Called back and spoke to someone else. He told me the same thing. "You took it off of your account. T-Mobile will not adjust your bill." I DID NOT remove my text msging package! I kept telling him. I would NEVER have done that! So, I told him fine. I've been a customer this long. And this is how they treated me!
I asked what I need to do to cancel my account. And he said that since I have 3 lines with their family plan, if I want to cancel my service it will be a $600 early termination fee ($200 per line).
I know in my state, Michigan, the legislature has proposed a bill that would cap early termination fees to $20. So, I told him, when that happens, I'm GONE. You all just lost a great customer.
I'm so furious right now I can't think straight. All this for a $16 charge!!!
Sandy
Romulus, Michigan
U.S.A.
This report was posted on Ripoff Report on 07/04/2006 07:36 AM and is a permanent record located here: https://www.ripoffreport.com/reports/t-mobile/albuquerque-new-mexico-87176/t-mobile-terrible-customer-service-treated-me-like-an-idiot-ripoff-albuquerque-new-mexic-199384. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content
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#5 UPDATE Employee
Text messaging charges
AUTHOR: Caitlin - (U.S.A.)
SUBMITTED: Friday, July 21, 2006
T-mobile has cut down on the amount of goodwill charges that they give out. Don is right about the system and how it reports changes to the acct. If the memos show T-Mobile.com as the source of the change then thats how it was removed. I don't think that you did it on purpose but people accidently remove things from their acct all the time. Since it shows that it was removed from T-mobile.com then the charge is valid. Cust care reps can't tell if you meant to remove it or not so we have to go by the memos. Sorry for your luck, make sure that you have double checked your plan on line when making changes. Hopefully it won't happen again.
#4 UPDATE EX-employee responds
System info
AUTHOR: Don - (U.S.A.)
SUBMITTED: Tuesday, July 04, 2006
I used to work for T-Mobile customer care, so I have a bit of insider knowledge of the system. Anytime an account change is made, an automatic note is put in the file. If the change is done by an agent, it lists part of their name and employee ID.
If it has been changed by a store, it shows the dealer code. When changed online, it literally says T-Mobile.com. Is there any chance you may have clickled on the text message bundle by accident??? If you go online, does it show the text message bundle still there? I am not going to say that system is perfect, and yes it does make errors at times.
IT does seem really ridiculous to not credit this $16 charge for someone who has been with them almost 2 years. You said you asked how to cancel, but did you threaten to cancel? Sometimes by threatening to cancel, you get passed along to the "saves" team. They might be more willing to issue the credit.
#3 UPDATE EX-employee responds
System info
AUTHOR: Don - (U.S.A.)
SUBMITTED: Tuesday, July 04, 2006
I used to work for T-Mobile customer care, so I have a bit of insider knowledge of the system. Anytime an account change is made, an automatic note is put in the file. If the change is done by an agent, it lists part of their name and employee ID.
If it has been changed by a store, it shows the dealer code. When changed online, it literally says T-Mobile.com. Is there any chance you may have clickled on the text message bundle by accident??? If you go online, does it show the text message bundle still there? I am not going to say that system is perfect, and yes it does make errors at times.
IT does seem really ridiculous to not credit this $16 charge for someone who has been with them almost 2 years. You said you asked how to cancel, but did you threaten to cancel? Sometimes by threatening to cancel, you get passed along to the "saves" team. They might be more willing to issue the credit.
#2 UPDATE EX-employee responds
System info
AUTHOR: Don - (U.S.A.)
SUBMITTED: Tuesday, July 04, 2006
I used to work for T-Mobile customer care, so I have a bit of insider knowledge of the system. Anytime an account change is made, an automatic note is put in the file. If the change is done by an agent, it lists part of their name and employee ID.
If it has been changed by a store, it shows the dealer code. When changed online, it literally says T-Mobile.com. Is there any chance you may have clickled on the text message bundle by accident??? If you go online, does it show the text message bundle still there? I am not going to say that system is perfect, and yes it does make errors at times.
IT does seem really ridiculous to not credit this $16 charge for someone who has been with them almost 2 years. You said you asked how to cancel, but did you threaten to cancel? Sometimes by threatening to cancel, you get passed along to the "saves" team. They might be more willing to issue the credit.
#1 UPDATE EX-employee responds
System info
AUTHOR: Don - (U.S.A.)
SUBMITTED: Tuesday, July 04, 2006
I used to work for T-Mobile customer care, so I have a bit of insider knowledge of the system. Anytime an account change is made, an automatic note is put in the file. If the change is done by an agent, it lists part of their name and employee ID.
If it has been changed by a store, it shows the dealer code. When changed online, it literally says T-Mobile.com. Is there any chance you may have clickled on the text message bundle by accident??? If you go online, does it show the text message bundle still there? I am not going to say that system is perfect, and yes it does make errors at times.
IT does seem really ridiculous to not credit this $16 charge for someone who has been with them almost 2 years. You said you asked how to cancel, but did you threaten to cancel? Sometimes by threatening to cancel, you get passed along to the "saves" team. They might be more willing to issue the credit.
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