Having been a long term T-Mobile customer, I find myself perplexed at their new and unusually cruel punishment when it comes to contract terms, early termination fees, and how their customer service representatives take contract interpretation into their own hands.
In September of 2010 me and my partner decided to combine our individual plans into a family plan to save a little money. At the time we received 2 new smart phones (the deal was actually buy one, get one free) and agreed to a 2 year contract without hesitation. The lack of hesitation came from the fact thatwe had been customers of T-Mobile for a combined 13 years so the thought of changing carriers was out of the question.
Then, I attempted to cancel our contract in September of 2011 due to moving and not being able to make calls, not even 9-1-1 calls, from my our location. I understand that T-Mobile has contracted themselves out of obligation to actually provide service in instances such as this so I was aware that this would not be easy to get them to let me out of my contract without an Early Termination Fee (ETF).
In the process of porting my number to a new carrier and being hit with huge ETFs, I decided to take T-Mobile's advice instead. This advice made by several customer service representatives was to simply downgrade my plan to the smallest possible plan and "ride out" the remainder of my contract. To do this I needed new numbers since I had to port my actual numbers to a carrier I could use.
It turns out that when they did this, they actually signed me up for a brand new 2 year contract instead of letting me finish out my existing contract.
Dispute resolution has been unsuccessful at best.