T-Mobile failed to disclose contract extension Albuquerque, New Mexico

I am writing to express my dissatisfaction with T-Mobile practices and customer service. I have been a customer for over 20 years.

T-Mobile is attempting to charge an early termination fee on a 2-year agreement, to which I never agreed, and was not advised of.  Moreover, T-Mobile displays no relevant information in their online account management, and offers no dispute resolution online or through their customer service. The only way to dispute the fee is to write to their Customer Relations, which is a cumbersome and customer-unfriendly way to address issues.

Details.

In December 2011, I purchased a subsidized phone and added a line to my account, at Culver City Costco cell phone outlet, an authorized T-Mobile store.  I also changed the plan from an individual to a family one.  I was informed that the 2nd line will be on a 2-year agreement (contract), which was to be expected.  I did not expect, and was not informed that my primary line will also have a 2-year agreement extension.  Note that I did not purchase a subsidized phone for the primary line.

In fact, I asked the outlet representatives several times, at the time of purchase, if my primary line will be on any sort of an agreement or contract because of the changes.  I was told no.

Today, I spoke with a T-Mobile customer service representative and was told that my primary line is indeed on a term agreement until December 2013 and that I will have to pay an early termination fee should I choose to change my plan or cancel my service before that.  When I requested proof that I made that change being aware of it, e.g. that I signed or agreed to the 2-year contract extension, I was told that they (customer service) are unable to do that, and that I have to write a letter to T-Mobile Customer Relations, to request such proof, and for any further discussions regarding this matter.

The aspects of the service that I am dissatisfied with.

1. An early termination fee that is unexpected.  T-Mobile did not inform me of a contract extension; in fact I was given information that there would be no contract extension on my primary line.T-Mobile Customer Service is unable to provide proof that I in any way agreed to the contract extension.

2. The account information online at t-mobile.com has no information about the current state of the account, whether it is on an agreement, or not, and when it expires.

3. The account activity online at t-mobile.com shows no records for December 2011 of any changes to the account. (Screenshots available.)

4. T-Mobile offers no customer-friendly mechanism to resolve this incident: not online and not via telephone.  Instead, I am forced to write a letter and wait for a response.


To resolve this incident, I would like T-Mobile to:

1. Refrain from charging the early termination penalty for my account.

2. Ensure that T-Mobile agents always advise customers if there is an extension to their agreement and obtain a verbal and written authorization for that.  Ensure that customers understand and explicitly agree to such extensions.  Signing a TOC with multiple pages of fine print does not serve this well; instead, ensure that customers actually understand what they sign and agree to.

3. Make changes to online account management where the current state of a contract, its expiration date, and the reason for the contract extension are prominently displayed.In future disputes regarding early termination penalties and similar issues, offer customer-friendly means for their resolution online and via telephone.

Thank you for prompt attention to this matter.