T Mobile Stolen Phone, Incurred 1700.00 expense. Nothing carrier could do! Belleview Washington

I was in the tmobile store last week and was looking to get a new phone and possible contract. They ran my credit and no deposit was required. I decided to think about it. Good thing. My brother who is a customer of 9 years, had his 11 year old daughter's phone stolen. Calls were made to Qatar, to the tune of 2,200.00 dollars. Customer service told him they would only wave 10%. Wanted the rest in cash asap. He offered to make payment on half the amount over the next year. No way. They were rude and had a FU attitude. Needless to say he is changing carriers, and I will not be going to Tmobile for my service. So they lost a 9 year customer , a new client, and 1100.00.

I will also tell everyone I know to steer clear and post comments about this on the internet. Great business model T-mobile.

Sorry to hear about all of this. I say with all honesty that I would be just as ticked off. But here is the thing, T Mobile isnt singling you out, and people are correct in saying that all companies would respond the same way. Our policies may not be to everyones liking, but they are there for a reason. We don't have any sort of system that alerts us when a customer's usage is out of pattern. If that happened none of us would ever get to go home to our families because we would spend all our time calling people to make sure their usage is their own. We provide access to phone service, we can't police it. The customer base is so large that it just isnt possible. Having said that, the reason that we can't just wipe out charges BEFORE a phone was reported lost or stolen, is that anyone could call at anytime they have overage charges, or valid international calls, etc and claim that their phone was lost or stolen, and voila! The company loses tons of money just because one dishonest person doesnt want to pay for what they used. It only takes one person to ruin it for everyone. We really do try to make sure that people don't incur high bills for things like this, but there is only so much that we can do on our end. Some of that has to be up to the customer, regardless of whether or not we like it. I handle calls like this every day, and although I truly wish I could help out, and i definitely understand what it's like to have things like this happen, I can only do so much, and only within policy. Otherwise I end up unemployed and living in a van down by the river. I'm truly sorry that you had a bad experience, but honestly, there has to be a point where you take some responsibility here.

Sorry to hear about all of this. I say with all honesty that I would be just as ticked off. But here is the thing, T Mobile isnt singling you out, and people are correct in saying that all companies would respond the same way. Our policies may not be to everyones liking, but they are there for a reason. We don't have any sort of system that alerts us when a customer's usage is out of pattern. If that happened none of us would ever get to go home to our families because we would spend all our time calling people to make sure their usage is their own. We provide access to phone service, we can't police it. The customer base is so large that it just isnt possible. Having said that, the reason that we can't just wipe out charges BEFORE a phone was reported lost or stolen, is that anyone could call at anytime they have overage charges, or valid international calls, etc and claim that their phone was lost or stolen, and voila! The company loses tons of money just because one dishonest person doesnt want to pay for what they used. It only takes one person to ruin it for everyone. We really do try to make sure that people don't incur high bills for things like this, but there is only so much that we can do on our end. Some of that has to be up to the customer, regardless of whether or not we like it. I handle calls like this every day, and although I truly wish I could help out, and i definitely understand what it's like to have things like this happen, I can only do so much, and only within policy. Otherwise I end up unemployed and living in a van down by the river. I'm truly sorry that you had a bad experience, but honestly, there has to be a point where you take some responsibility here.

Sorry to hear about all of this. I say with all honesty that I would be just as ticked off. But here is the thing, T Mobile isnt singling you out, and people are correct in saying that all companies would respond the same way. Our policies may not be to everyones liking, but they are there for a reason. We don't have any sort of system that alerts us when a customer's usage is out of pattern. If that happened none of us would ever get to go home to our families because we would spend all our time calling people to make sure their usage is their own. We provide access to phone service, we can't police it. The customer base is so large that it just isnt possible. Having said that, the reason that we can't just wipe out charges BEFORE a phone was reported lost or stolen, is that anyone could call at anytime they have overage charges, or valid international calls, etc and claim that their phone was lost or stolen, and voila! The company loses tons of money just because one dishonest person doesnt want to pay for what they used. It only takes one person to ruin it for everyone. We really do try to make sure that people don't incur high bills for things like this, but there is only so much that we can do on our end. Some of that has to be up to the customer, regardless of whether or not we like it. I handle calls like this every day, and although I truly wish I could help out, and i definitely understand what it's like to have things like this happen, I can only do so much, and only within policy. Otherwise I end up unemployed and living in a van down by the river. I'm truly sorry that you had a bad experience, but honestly, there has to be a point where you take some responsibility here.

Sorry to hear about all of this. I say with all honesty that I would be just as ticked off. But here is the thing, T Mobile isnt singling you out, and people are correct in saying that all companies would respond the same way. Our policies may not be to everyones liking, but they are there for a reason. We don't have any sort of system that alerts us when a customer's usage is out of pattern. If that happened none of us would ever get to go home to our families because we would spend all our time calling people to make sure their usage is their own. We provide access to phone service, we can't police it. The customer base is so large that it just isnt possible. Having said that, the reason that we can't just wipe out charges BEFORE a phone was reported lost or stolen, is that anyone could call at anytime they have overage charges, or valid international calls, etc and claim that their phone was lost or stolen, and voila! The company loses tons of money just because one dishonest person doesnt want to pay for what they used. It only takes one person to ruin it for everyone. We really do try to make sure that people don't incur high bills for things like this, but there is only so much that we can do on our end. Some of that has to be up to the customer, regardless of whether or not we like it. I handle calls like this every day, and although I truly wish I could help out, and i definitely understand what it's like to have things like this happen, I can only do so much, and only within policy. Otherwise I end up unemployed and living in a van down by the river. I'm truly sorry that you had a bad experience, but honestly, there has to be a point where you take some responsibility here.

This is unfortunate...but it's the way things are....I guarantee you that Verizon, ATT and Sprint would be every bit as bad about this same situation.

I strongly recommend international call blocks on cell phones to prevent these situations.

I'm amazed at how rude and accusatory people are on this site.

1) It IS possible to lose something and not realize it for awhile. It is even possible to think back to the last time you saw/used the item, and deduce where/when you lost it.

2) There IS software that tracks unusual usage. Credit card companies use it -- telecom should use it, as well. I've had a card 'swiped', and it was caught same-day. I lost a card in an airport (and didn't realize it immediately) and it was caught by the credit card company in three days. This is all due to algorithms that find unusual usage and flag your account for immediate follow-up.

3) Consumers are only liable for $50 of unauthorized credit card charges when a card is lost or stolen -- most companies refund all charges. A law should be enacted for telecom and other service agencies, just like the banks have to follow.

4) The reason telecom companies don't use software to flag unusual usage is because there is no consumer protection law akin to that governing credit cards. If there were, then this would be a non-issue, because the telecoms would be footing the bill for unauthorized calls/charges, not the consumer.

So, a consumer should not be responsible for knowing where his/her phone is every second of the day, and be responsible for crimes of others. We need new legislation to protect consumers from these kinds of corporate abuses.

How long before you reported your phone stolen to Tmobile? In order to get the records (if you don't have them) you will need a court order. You need the records because it shows what tower # the calls were placed off. Also if you have a detailed bill of the calls keep it. If you don't tell them you want a copy of your detailed bill (what calls were made at what time to who).

Get a phone card. (One that dials 1800# and then you enter your pin then you enter the phone number to call). Start by calling the numbers that were made on your cell phone (won't cost a lot, you can get some good phone cards at sams club). Call and pretend you know the person. If a call was made on the 23 of April at 1:05pm call the number, if they speak english say Hey, how's it going. You know about the phone call on the 23rd? Yeah they are on to me, what should I do? Yeah I used a stolen phone. Try to get info out of them by playing their game.

Get a lawyer. If you can prove you lost the phone that it was stolen (make a police report! NOW) then you are not responsible. Tmobile can wave those fees but will try whatever they can not to. Write down names. ask for supervisors. Ask for managers. Call and call and call keep calling. Don't settle for 1/2 off; tell them they WILL take those charges off it's unacceptable.

In the meantime don't buy a car from Lee Toyota of Topsham Maine, they lie and threaten to call the cops on you!

Cell phone service is not like credit cards with regards to fraud....

How T-Mobile is responding in your case is not extraordinary...all the other cell providers would respond in exactly the same way. It's your responsibility to notify your carrier of lost phones.

T-Mobile offers an international call block feature...I have this turned on with my T-Mobile account....If my phone is stolen, no one call call outside the USA.

Hey Author i think thats your user name. this is the same thing that happened it me. i lost my sim card and didnt know it because i had it in my wallet. i was ready to purchase a new blackberry (i had a sidekick 3) and it was busted. i was ready to purchase when i realized my sim card was gone. i must of lost it in transit, but someone called Jamaica and spent $1,976 and they realized it was 1. not my phone 2. i never called Jamaica in my life. and they read the serial numbers didn't match and there is nothing i can do. is there someone i can contact to fight this? i cant afford to pay this bill at all. and they said its all my fault and they cant trace them what kind of company is this? is there anyone who can help me? i have a disabled son whos medical bills are nuts as it is and i cant pay for it!

my email is (((ROR redacted)))
CLICK here to see why Rip-off Report, as a matter of policy, deleted either a phone number, link or e-mail address from this Report.

In 2006 I had a phone that I ordered STOLEN right out of the shipping box! When it arrived (I had it delivered to my work address, ironically, for security reasons) all that was in the box was the charger. I reported the loss to T-Mobile IMMEDIATELY and was told that I would be re-issued a new SIM card and phone number. Well, I got the new SIM but NOT a new phone number, and when I got the bill, calls to Philadelphia, PA and Jamaica (yes, THAT Jamaica) appeared on the phone on the very day that I reported it missing from the package. I called T-Mobile to alert them of the situation, and they gave me a hard time, telling me that I MUST have made the calls. I told them that they needed to check their notes (giving them times/dates/names of people I spoke to) because this phone was reported missing. Only after several hours on the phone, and threatening to cancel my account, did the issue get resolved.

Now, whenever I call T-Mobile for service or account related issues, they tell me that they can't give me ANY information because I supposedly have some kind of "security password" that was issued after my cell phone was stolen. (Yes, they ask me for name, address, social security number, etc. and even with that information they REFUSE to help me with my questions and concerns because of the supposed "password" on my account.) So, I feel that even though I was the VICTIM of a crime, I'm being treated like I'm the one trying to steal something!!!

All I know is that my contract expires in August and it's bye-bye T-Mobile.

I believe T-Mobile or (T Terrible in This Case) needs to have better policy making and more qualified customer care. Customer care and satisfaction is very weak. I have quit their services, paid a cancellation to get out of my contract, and paid all the calls that were made to Quatemala. The total rip-off is an excess 0f 1500.00 in one month. Please, lets not forget I have made over 70 payments to this company with not one exceeding 150.00 a month and no international calls. I want to burn my contract and throw my phone through their store. I have been ripped off.

Apparently everyone at T Mobile believes people are liars and thiefs first, maybe they should look in the mirror at management and realize the type of people that are creating these bad policies. Are they Americans? For all of you fools that want to rebuttal I have three kids under 3 years old, have you tried traveling at airports lately. Don't be an idiot or a b*****d hear the story before you respond like a moron. You are all losers that work their...

How is T-Mobile responsible for the usage on your stolen phone? Now, don't misunderstand me. I'm not saying it's your fault the phone was stolen, but you are responsible for any and all usage until you report it stolen. After all, it's your phone. T-Mobile was still billed by the foreign carrier, so if they just credited those charges, they would be out that money. Why should T-Mobile have to eat that bill?

As for your question about software that recognizes unusual usage, are you serious? Not very tech savvy, are you?

How is T-Mobile responsible for the usage on your stolen phone? Now, don't misunderstand me. I'm not saying it's your fault the phone was stolen, but you are responsible for any and all usage until you report it stolen. After all, it's your phone. T-Mobile was still billed by the foreign carrier, so if they just credited those charges, they would be out that money. Why should T-Mobile have to eat that bill?

As for your question about software that recognizes unusual usage, are you serious? Not very tech savvy, are you?

How is T-Mobile responsible for the usage on your stolen phone? Now, don't misunderstand me. I'm not saying it's your fault the phone was stolen, but you are responsible for any and all usage until you report it stolen. After all, it's your phone. T-Mobile was still billed by the foreign carrier, so if they just credited those charges, they would be out that money. Why should T-Mobile have to eat that bill?

As for your question about software that recognizes unusual usage, are you serious? Not very tech savvy, are you?

How is T-Mobile responsible for the usage on your stolen phone? Now, don't misunderstand me. I'm not saying it's your fault the phone was stolen, but you are responsible for any and all usage until you report it stolen. After all, it's your phone. T-Mobile was still billed by the foreign carrier, so if they just credited those charges, they would be out that money. Why should T-Mobile have to eat that bill?

As for your question about software that recognizes unusual usage, are you serious? Not very tech savvy, are you?

If you didn't notice it was missing (obviously for a long time) then how do you know it was lost in the airport? For them to rack up that many charges and youto get billed before you noticed obviously means it took awhile, yet you seem to know exactly when and where you lost it....interesting...

If you didn't notice it was missing (obviously for a long time) then how do you know it was lost in the airport? For them to rack up that many charges and youto get billed before you noticed obviously means it took awhile, yet you seem to know exactly when and where you lost it....interesting...

If you didn't notice it was missing (obviously for a long time) then how do you know it was lost in the airport? For them to rack up that many charges and youto get billed before you noticed obviously means it took awhile, yet you seem to know exactly when and where you lost it....interesting...

If you didn't notice it was missing (obviously for a long time) then how do you know it was lost in the airport? For them to rack up that many charges and youto get billed before you noticed obviously means it took awhile, yet you seem to know exactly when and where you lost it....interesting...

Great answer pal. Maybe the reason I did not notify them sooner is B/c i did not know it was lost. There is a reason in the past 6 years I have not had a bill over 80.00 I don't use my phone as frequent as some people. I thought companies like T mobile might have technology from the 2oth century, meaning software that recognizes "unusual usage" maybe flag my account and notify me. Instead, they just love it, "ring the register baby" It was like a spike in activity of over 5000 percent.. Terrible customer service... They even have my email... Thanks T Terrible...

It's is solely your responsibility to notify the company to temporarily D/C your phone, as it's been stolen. You didn't do so, therefore, you're responsible.