I have been a long-time customer of T-Mobile, utilizing its services since 2002. My dispute began as a result of a billing error that TMobile refused to address.
For most of 2008, I used the unlimited text messaging service. I switched to the 1000 month before switching back unlimited after incurring overage charges. I spoke with a TMobile rep who confirmed the service change which would reflect the following billing cycle.
About 2 billing cycles later, I was shocked to find an excess ~$300 charged through autopay. I checked my account online to find that the ~$300 was for text overages and in addition, another cycle had just completed with ~$200 in overages.
I contacted customer service about the overages as I had requested months earlier to change back to unlimited texts. The rep bounced me around before my call was taken by another rep who informed me they had no record of the request. I attempted to reason with her, stating I received confirmation and that my phone usage would not have changed so dramatically otherwise. When she failed to resolve my problem, I requested to speak with a supervisor who she said would call me within 24 hours.
When no call came, I contacted customer service again. I was told that they would not be able to help me since my account was tagged to speak with a supervisor only earlier that day and it would take at least another 72 hours for a callback.
Days passed with no callback so I reported to the BBB in hopes of expediting a resolution. Shortly after, I received a call from a supervisor in response to my BBB complaint. I thought we'd be able to resolve the issue but instead I was surprised to find that the rep was rude and disrespectful, repeatedly speaking over me whenever I attempted to explain the situation. The rep refused to address my issues, instead vehemently maintaining that it was "fault".
I pointed out that it made no sense that my phone usage would change so dramatically unless I requested the change in my text plan. I further stated that I'd been using TMobile for several years, I have no record of non-payment, complaints, or any other blemishes. I implored him to check his records as I am sure there would be records of my request if they recorded the phone calls as they claimed.
The rep ignored me and offered me $200 goodwill credit despite knowing it was my "fault". I declined the offer, stating that it isn't fair to have a loyal customer pay for a TMobile representative's mistake. I told him I hope to be able to resolve the dispute without resorting litigation to which he responded by scoffing, and telling me he would see me in court and report my answer to the BBB.
I made another attempt to contact TMobile via email, and again they offered me a small credit, refusing to address my issues or even the unruly rep I encountered. I maintained my position, stating that I was promised a service by a rep of TMobile, which I did not receive, and as a result incurred costs I wouldn't have otherwise. Again, the rep refused to address my issues.
To my surprise upon sharing my plight with TMobile mistakes and their horrendous customer service, I met several other customers who have experienced similar problems who are also disputing with TMobile and encountering horrible customer service. Like me, I know many people has left or intend to leave TMobile.
One would think that after paying for their services for so many years, the least they could do was hear me out for a few minutes. It really does make you wonder whatever happened to that old saying "the customer's always right". I guess maintaining consumer confidence is no longer the primary concern for Corporate America, most notably, TMobile.