My name is Shannon. I was a T-Mobile Customer from September 2011 to March 2012. I cancelled my account on 3/26 due to a change in my T-Mobile contract that I received in my March bill. The notice indicated that my contract was being changed and that I would be limited to the amount of data usage while roaming.
In the 6 months that I was a customer with T-Mobile, I had to send my device in for replacement 4 separate times. One of the replacement devices sent to me had a cracked screen and when I had to return it less than 24 hours later, I was charged for the cracked screen.
I spoke with a supervisor on 3/26 who explained to me, falsely, that the computer system would know that I was canceling my account because of this change in contract and I would not be charged my ETFs. I was very skeptical of this because I do not believe that your computer system is that intuitive. I asked the supervisor to notate my account to this effect, which she agreed to--- of course, I learned today that it was not notated as she promised.
As I expected, I received my bill today and two ETF charges are on my account for a total of $400. I contacted customer support who refused to help me. I spoke with Leon, a supervisor (116802950), who informed me that I was not eligible for the waiver of my fee because I hadn't incurred any charges because of the change. I explained that I cancelled my account prior to the new contract taking effect because I did not want to be charged. He still refused to assist me.
At this point, I am quite frustrated with T-Mobile. In the 6 months that I was a customer, I was lied to numerous times, my service was less than quality, and my customer experience was horrid. On top of that, I cancelled my contract because T-Mobile made a change to my contract that I did not agree to and T-Mobile is now failing to honor their own terms and service agreement by waiving my ETFs.
T-Mobile's Executive Customer Support, Euguene and Jay are absolutely horrible. They did NOTHING to fix the problem or even assist with the situation. I have filed a complaint with the BBB and with the AG's office, both of which have done nothing and stand by T-Mobile.