During the evening of 2-28-13, I contacted T-mobile to ask about long distance Cell Telephone rates to Guatemala, C.A. During our conversation, the T-Mobile representative told me that T-Mobile had a plan for 1500 minutes per 30 Days to anywhere in the United States, and, for an additional $10.00 per 30 days our International calls to Guatemala, C.A. would be included in the 1500 available minutes. So, for $40.00 plus tax per 30 days we could call Guatemala for up to 1500 minutes. I agreed to that rate quote, and I was then told that they would have to send to me a SIM Card in order to start the service.
I received the SIM card late on 3-8-13. On 3-9-13 per the instructions from T-Mobile, I called them to activate the service. When I called T-Mobile I was told that International Telephone Service was not available with the Plan I wanted to purchase. I explained to the representative that I had been told by their previous representative that International calling was to be included in this plan for an additional $10.00 per 30 days. That representative then told me that the plan which I was referring to was only available thru WALMART.
SOOOOOO, I got in my car and went to my nearest WALMART in Webster, NY. I then spoke to several Walmart employees until I finally spoke with the department supervisor. The supervisor spent almost 30 minutes with me explaining to me all of the T-Mobile plans which WALMART had available and that none of their plans included International Calling with 1500 minutes.
I then went back home and called T-Mobile back and spoke with Daniel Employee #1620806. He told me that WALMART was wrong, and that since I had taken the time and the effort to go to the store for their program, he would give it to me. He and I then proceeded to set up my account with T-Mobile. We spent over of an hour reviewing exactly what plan I was getting. At least 3 times he confirmed to me that I was purchasing a plan for 1500 minutes per 30 days which included International calling. He informed me that T-Mobile would be charging my checking account $43.20 for this Plan ($30.00 for 30 Days of 1500 minutes, $10.00 for International calling, and $3.20 for taxes). When we were done with our account set up I asked Daniel if I could speak with his supervisor to give him kudos. We then had a three way conversation with the supervisor. During that 3 way conversation the supervisor confirmed to me again that I was purchasing a plan for 1500 minutes for $30.00 and an additional $10.00 for International calling to be included in the 1500 minutes.
On 3-10-13 when I called T-Mobile to see if our old number had been ported over to T-Mobile I was informed that it had not been ported and also that the International calling feature was not included with my plan. When I tried to explain that Daniel had sold me this plan, I was told that I am sorry, but International Calling is not available with your plan.
On 3-11-13 T-Mobile charged my checking account $43.20 ($30.00 for 30 days calling for up to 1500 minutes; $10.00 for International calling; and 3.20 for taxes). I then called T-Mobile on 3-11-13 and spoke with a representative and asked if International calling was included in my Plan. I was informed that International calling was not included. When I asked him if he thought that this might be FRAUD, selling something to someone, accepting their payment, and then telling them that what they sold to them was not available. He said that He was sorry, but he could only tell me that the plan which I purchased did not include International calling. Then, to add insult to injury, when I asked to cancel my account and get my money back he informed me that T-Mobile does not give money back on pre-paid accounts. I then asked to speak with his supervisor, and was transferred to Cher, employee #138811594. She told me that there was nothing that she could do and when I asked to speak with her manager she told me I would be transferred to her manager. After being put on hold for over 45 minutes I was disconnected.
On 3-12-13, I called T-Mobile and I again asked to have my account cancelled. I explained to the cancellation representative that T-Mobile had sold to me a plan that was not available (even though three different T-Mobile representatives had told to me that it was available) and that I wanted my money back. The representative told me that he was sorry, but because I had purchased a pre-paid plan they could not refund my money. I then asked to speak with his supervisor and subsequently spoke with his supervisor, Elizabeth, Employee #82424. Then, after getting no satisfaction from Elizabeth, I spoke with her manager, Joe, employee #844210. In broken, almost unintelligible English, both Elizabeth & Joe told me the same thing: Even though I had purchased a phone plan that their company had sold to me under questionable circumstances (their people either lied to me, or they were improperly trained), they were sorry, but there was nothing that they could do, T-MOBILE DOES NOT REFUND MONEY ON PRE-PAID PLANS.
Putting it another way, they basically said they were sorry, but that they were stealing my money, and tough SXXT. I asked to be transferred to Corporate Headquarters. I was told that that was not possible. People at Corporate Headquarters dont speak with customers. I then asked for their fax number. I was told that the telephone company, T-Mobile, didnt have a fax number. I then asked for an e-mail address of someone or some department at Corporate Headquarters that I could send an e-mail to and I was told that there was no e-mail address. Lastly, I asked for the Corporate Headquarters mailing address and reluctantly, Joe gave me the mailing address.
I will do everything within my power to get my money back as well as an additional $120.00 as compensation for the time I have spent dealing with their incompetent people.
One last thing, I did not do all my homework on T-Mobile. When I filed my complaint with the BBB I discovered that T-Mobile has had over 34,000. complaints filed against them over the last three years. One of T-mobiles major competitors has had 0 (zero, nada, none) complaints in the same time frame. What does that tell you aboue T-Mobile?