T-MOBILE Want me to pay for charges after the phone is stolen (get real) Anaheim California

Thanks Cindy,
GENERALY, T customer service is good but sometime they are bad. Nothing in between. Either black and white. I have had both experiences.

Here is how this story ended.

I filed a complained with BBB and they contacted T. T rep called me and insisted that charges were valid. He offered me 1/5 off as a "on time deal" I said no and I was serious about it. He said if I reject the offer then I will be responsible for the charges and i will not be able to the 50% off anymore. I truly did not want to pay for something that is not my fault and I felt the truth was on my side. BTW, he was rude and he hang-up on me.

Later BBB send me an email that my case was resolved. I checked the BBB web site and T had agreed to provide full credit and an apology.

Moral of the story, don't let the big guys push you around specially if you believe the truth is on your side.

I have been with T-mobile for over 4 years. I have 3 phones on my account and recently my son misplaced his phone. I called Tmobile and they blocked his phone for 30 days until it was found or it was determined that it was lost. We did find his phone. As for the tmobile customer service, I have never dealt with a more pleasant company. When I have had problems, the reps were always more than willing to help. I really hope that you can get your problem resolved with them without it getting out of hand.

Cindy

I have been with T-mobile for over 4 years. I have 3 phones on my account and recently my son misplaced his phone. I called Tmobile and they blocked his phone for 30 days until it was found or it was determined that it was lost. We did find his phone. As for the tmobile customer service, I have never dealt with a more pleasant company. When I have had problems, the reps were always more than willing to help. I really hope that you can get your problem resolved with them without it getting out of hand.

Cindy

I have been with T-mobile for over 4 years. I have 3 phones on my account and recently my son misplaced his phone. I called Tmobile and they blocked his phone for 30 days until it was found or it was determined that it was lost. We did find his phone. As for the tmobile customer service, I have never dealt with a more pleasant company. When I have had problems, the reps were always more than willing to help. I really hope that you can get your problem resolved with them without it getting out of hand.

Cindy

I have been with T-mobile for over 4 years. I have 3 phones on my account and recently my son misplaced his phone. I called Tmobile and they blocked his phone for 30 days until it was found or it was determined that it was lost. We did find his phone. As for the tmobile customer service, I have never dealt with a more pleasant company. When I have had problems, the reps were always more than willing to help. I really hope that you can get your problem resolved with them without it getting out of hand.

Cindy

I put this in another post, but I'll add it here. Not all calls are recorded and the recordings are for training purposes only. Once reviewed they are then dumped. Each rep gets recorded once every half an hour and then ususally only calls that are under 5 minutes are graded.

The calles were made after the 2nd call. The changes are actually result of rooming internationally and it does not say dialed or received on my bill.
I hope this is clear. if not then please help me clearify.

it is very simple if the calls were made between the first and second call it is on you first you said these were international calls then you described roaming calls this seems very shady to me and others. if this is how you described your issue to the tmo rep then if you lost then or they were confused learn English and speak more clearly

I just also learned that blocking international calls does not prevent the phone from receiving calls while rooming internationally which is exactly what happened.
==================
You mean mean the calls came from a foreign nation while the person who stole your phone was still in the USA and within T-Mobil's normal coverage area? It's my understanding that incoming calls from foreign nations do not count as international calls.

I just also learned that blocking international calls does not prevent the phone from receiving calls while rooming internationally which is exactly what happened.
==================
You mean mean the calls came from a foreign nation while the person who stole your phone was still in the USA and within T-Mobil's normal coverage area? It's my understanding that incoming calls from foreign nations do not count as international calls.

I just also learned that blocking international calls does not prevent the phone from receiving calls while rooming internationally which is exactly what happened.
==================
You mean mean the calls came from a foreign nation while the person who stole your phone was still in the USA and within T-Mobil's normal coverage area? It's my understanding that incoming calls from foreign nations do not count as international calls.

I just also learned that blocking international calls does not prevent the phone from receiving calls while rooming internationally which is exactly what happened.
==================
You mean mean the calls came from a foreign nation while the person who stole your phone was still in the USA and within T-Mobil's normal coverage area? It's my understanding that incoming calls from foreign nations do not count as international calls.

Yes john. That is exactly why I'm pressing hard. The calls were made/received after the phone reported lost. T-Mobile rep called me and asked me if I would settle for 1/2 the balance and I said NO. This is now a matter of principle and I will not let T bully me. We'll go to court and I might lose but I will not back down and bow to Mr T.

I just also learned that blocking international calls does not prevent the phone from receiving calls while rooming internationally which is exactly what happened. I called T-mobile under a different name and I asked them if my international is blocked will the phone receive calls while I'm traveling and they said YES.

What a rip-off. Let the rest of the people out there know that T-Mobile is not worth the saving they offer to join.

As long as the International calls were made after the time you called to report the phone lost/stolen...you should not be liable for these calls....If these calls were made after your first request to cancel your service buy PRIOR to telling T-Mobile that the phone was lost...then unfortunately you're liable for these charges.

This is one of many lessons in life we find out the hard way...It could have been much worse...I've heard of people being held liable for thousands of dollars in International phone charges because they did not properly inform their carrier that the phone was lost/stolen.

To all readers: Be sure to put an International Call Block on your phone (call your carrier) if you do not make calls outside of the USA....

Mr FYI...
The first time I called on the 22nd I asked to cancel my service and I was fine with that. The 2nd time on the 30th I called them becuase I lost the phone and they said they will disconnect the phone. All the calls made on or after the 30th.

Nothing generic about that. Why is it so confusing????

BTW, I think I had internal calling blocked. Good point Sir.

I guess we will let the court or arbitration decide after reviwing the customer service phone recording.

I'm normally sympathetic to struggles against giant corporation...but in this case it's not T-Mobile's fault...you should have told them that you lost to the phone rather than just giving a generic request to cancel service.

If you do not use your cell phone to make calls outside the USA...I strongly you encourage you to call your provider and tell them to put an "International Call Block" on your phone. If it's lost/stolen, no one can then make expensive international phone calls that you would be responsible for.

I'm normally sympathetic to struggles against giant corporation...but in this case it's not T-Mobile's fault...you should have told them that you lost to the phone rather than just giving a generic request to cancel service.

If you do not use your cell phone to make calls outside the USA...I strongly you encourage you to call your provider and tell them to put an "International Call Block" on your phone. If it's lost/stolen, no one can then make expensive international phone calls that you would be responsible for.

I'm normally sympathetic to struggles against giant corporation...but in this case it's not T-Mobile's fault...you should have told them that you lost to the phone rather than just giving a generic request to cancel service.

If you do not use your cell phone to make calls outside the USA...I strongly you encourage you to call your provider and tell them to put an "International Call Block" on your phone. If it's lost/stolen, no one can then make expensive international phone calls that you would be responsible for.

I'm normally sympathetic to struggles against giant corporation...but in this case it's not T-Mobile's fault...you should have told them that you lost to the phone rather than just giving a generic request to cancel service.

If you do not use your cell phone to make calls outside the USA...I strongly you encourage you to call your provider and tell them to put an "International Call Block" on your phone. If it's lost/stolen, no one can then make expensive international phone calls that you would be responsible for.

All what you stated are facts but T-mobile did not follow this process to deactivate the phone when I told them it was lost. Therefore I'm not responsible for any calls I reported the phone lost. The fact that I called few days before that to terminate the service got them all confused. The 2 things (canceling & losing the phone) are independent.

I have mixed feeling about customer service. Some of the agents are the BEST in the world and some are not worth the time. No consistent result from customer service.

With T-Mobile, you CAN turn off your phone immediately and this is done automatically when the phone is reported lost/stolen.

I "lost" 2 phones with T-Mobile, and each time, only the phone was de-activated, and my account remained intact. I quickly got the replacement phone and it was registered in the system and active immediately.

When I cancelled my T-Mobile service, both my phone and my internet card were de-activated immediately, but my account did not close out until the following full billing period. No problems.

It is ONLY the ACCOUNT that is active until the end of the billing cycle. This is only for billing purposes.

FYI..If you don't know where something of yours is, you LOST it. So there would be no problem reporting it lost. The lost/stolen category is all the same to T-Mobile.

I have found T-Mobile customer service to be among the best, and I have been with every major carrier.

If you called to cancel your account and knew it would be active until the end of June, it is your responsibility to make sure the phone is in your possession. If you discovered it was lost on May 30 and called to suspend it or cancel it for lost/stolen, any charges before then are your responsibility. I am not trying to be mean or cold, i mean, i had my phone stolen and gave myself a day to find it in case i just lost it (it won't ring if its suspended). WELL, several calls to the Domican Republic and 8 games later.. i suspended it. Even as an employee, i know that any charges made BEFORE i call to suspend it for lost/stolen are valid charges. The company should not have to eat the cost of those games because i left my phone somewhere AND gave myself a day to find it, thats 68 bucks. I am responsible.

On the other hand, if you were charged for any calls/charges AFTER the minute you called to suspend it for lost/stolen, then you are NOT responsible for those. I do know that all billing is frozen on that line the minute they suspend it, so i believe all the charges probably occured BEFORE you called to tell us it was stolen. I really do feel for you cause i went through it, but i hope u see my point.

Anyone who had a contract with T-mobile can tell you that when you call to cancel the service, T-mobile will say the service will remain active until the end of the billing cycle which mine happened to be the 22nd of June.

Now let's talk about "adding up", if you cancel a service because you got another phone, why would you carry 2 phones on you at all time?????

Naturally I didn't carry my old phone. Therefore I have lost track of where I kept it. When I looked for the phone and I couldn't find it, the phone status is "no longer in my possession" (thanks for correcting the spelling). I can't say I lost it and I can't say it got stolen. Because either one is not 100% certainty. BTW, this is the way I talk and this is how I write.

When I called T-mobile to say I can't find my phone, the agent said I will no longer be responsible for charges and she will de-activate the phone. She also offered me to terminate the contract effective immediately which was nice of her because I was told by the first agent that it was not possible under the contract to terminate before the end of the billing cycle.

I hope the oddness Mr/Mss T-mobile Odd brought up is evened :)

The wording and the timing are kind of odd in this post. To begin with, 6 days after you call to cancel your service, the phone turns up "missing". You could have canceled the service at that time. Also, you state, "the phone is no longer in my position". (I think you mean possession) Normally a person states the phone was lost or stolen. Kind of like you did in the first sentance. You state the agent "offered" to disconnect and terminate the account. You don't state if you had them do so at that time OR if the international calls were made before you called T-Mobile. Things just don't seem to add up. ESL?