We had a T-Mobile plan with two phones, but I moved and the new house had no coverage, so said T-Mobile.
Customer Relations instructed me to fax a copy of my driver's license, my husband's driver's license and a paper utility bill and they would not charge the contract termination of $600 for our phones.
I faxed it three times over four months (November - February 2013) and they will not acknowledge if they received the documents. I have called numerous times and collectively spent well over an hour talking to people who will not help. I double checked and confirmed transmission of the faxes, both in my fax log, and by sending copies to myself to confirm that they were legible.
The collections department continues to call my husband's phone Twice A DAY. When I try to talk to the collections person, they explain that they are a different department from Customer Service and that they have no choice to keep calling.
Today, February 19, 2013, after being on the phone for another 40 minutes, a customer service rep told me that I am "probably" sending the wrong documentation and that they will not process my adjustment unless I provide a Voter's Registration card! He said he was holding a memo that said I absolutely must provide my voter's registration card now.
We are being made to look like a delinquent account, being spoken down to, even after I have faxed my state driver's license, my husband's drivers license (highly personal information - with pictures!!) in conjunction with private information about my address and my utilities. I feel openly threatened by releasing this information with photographs - and to send it - three times confirmed, as requested by T-Mobile, and then have it not be acknowledged.
My husband and I are troubled.