Report: #744851

Complaint Review: T-Mobile USA, Inc.

  • Submitted: Fri, June 24, 2011
  • Updated: Fri, June 24, 2011
  • Reported By: Chery — Fairfax Virginia United States of America
  • T-Mobile USA, Inc.
    PO Box 37380
    United States of America

T-Mobile USA, Inc. misled me into changing my plan to increase their profits; refuse to correct their error , Internet

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When I spoke to a CSR (customer service rep) on 09/21010 over the phone to change my plan to reduce my bill, she suggested I decrease my minutes too 750 then go online to learn how to apply parental retrictions. Changes would not go into effect until I went online and made the changes. When I went online to T-Mobile, I found other plans that were better for my situation so I did not choose the 750 minute option.

That evening I spoke with my children (also T-mobile users) and decided to choose a plan which offered more minutes. The next day (09/22/10) I called a CSR and said at this point I didn't want to make any changes in my plan.

T-Mobile made the changes anyway. I have spoken to a CSR three times since, the only response being they would change my plan if I agreed to a new two year contract. I have spoken to supervisor after supervisor until I was ultimately informed the supervisor was on another line and would return my call. [continued below]....
..... No return call after a month.

I have Multiple Sclerosis and arthritis so my son or daughter do my typing for me. They type all business/personal corespondence, medical/social security forms and they pay my bills online through my bank. T-Mobile claims I have been charged $59.99/month since September for the 750 minute plan and the excess charges are because we went over our minutes. I have not seen a bill because my children pay them then toss them away.

My payments since August 2011 were:

9/22/10   $263.88

11/30/10 $308.89

1/26/11 $ 99.46

2/28/11   $266.50

3/31/11   $217.99


This averages out to $145/month. Exactly what I paid before 9/21/10! This seemed right to me until I received a bill (for usage 3/14/11- 4/13/11) for $314.89. Then a bill (for usage 4/14/11-5/13/11) for $187.53. Then a bill (for usage 5/14/11- 6/13/11) for $102.58.

I have spoken to a CSR three or four times since April 2011 and written to the office in Albuquerque, NM. I am told all the charges since 09/21/10 are accurate and no adjustments will be issued. This situation feels as if I am being coersed into signing another two year contract with them because the previous plan I had ( Family Plan Unlimited Nights 2500 minutes) is no longer being offered.

My current bill is $295.00 (past due $192.42). I think T-Mobile owes me $200.23 (usage charge 4/14/11) plus $84.14 ( 5/14/11) plus $4.03 ( 6/14/11). This totals $288.41.

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