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Report: #416622

Complaint Review: T-Mobile - Bellvue Washington

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  • Reported By: Melbourne Florida
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  • T-Mobile 12920 SE 38th Street Bellvue, Washington U.S.A.

T-Mobile Continues Track Record of Deceptive Practices Bellvue Washington

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German-owned T-mobile has a good reputation in Europe, but their US subsidiary has a growing track record of deceptive practices that should give pause to any prospective customer. Especially agregious is the simple fact that like all cellular phone companies T-Mobile operates on airwaves owned by the U.S. public.

We had long been concerned that our T-Mobile bill was higher than it should be, running around $300 per month. We had a plan that allowed for up to 3000 minutes and seldom used nearly that much. We determined that we could probably survive on less minutes. After discussing our issues with T-Mobile Customer Service via phone we went with their recommendation for a plan with less minutes... a 700 minute plan. Turns out it was something associated with a dubious consumer come-on called "My Favs". The rep never explained any of the features and we signed up to the 700 minute plan over the internet. The next month we noticed no difference. All of a sudden, just after Thanksgiving a bill came in that was nearly three times what we had been paying. We freaked and begin a long process of trying to reach Customer (we don't) "Care". It was later explained to us (in January) that before Christmas that their phone system was "very busy" and the fact that we had waited (sometimes up to 40 minutes) without any response was just a fact of life. We did finally reach the company just after New Years and began a long sad back and forth "communication" trying to resolve this issue. The company contends that they are being asked for a "good will" refund. We contend that we were willing to pay for services actually rendered at the rate that we were being charged before being directed (either deceptively or unknowingly) to the WRONG plan for us. We have now spoken with no less than nine different reps. Most are courteous, but none are able to actually "do" anything except play back some platitudes about being "sorry for our inconvenience".

There were instances where Customer Care representative Jenny, Dawn, Ashley told us they would put the account on administrative hold for 30 days, only to have the account shut off only days or even hours later. There were instances where Customer Care reps were very frank and stated that they had read the notes of our conversations with T-Mobile and were dumbfounded themselves (Milini). One rep (Ashley) claimed that she could not get an email response from one of the first reps to be involved. And this was internal!!!

The final straw was this week after yet another Customer Care rep. Matt, stated that he'd put the account on a 30 day administrative hold until a top supervisor could review. That was January 18th. He said he'd call again on the 19th to make sure things were being handled. He didn't call back... no surprise there. Instead, on the 23rd, roughly three weeks ahead of time the account was suspended for the fifth time in three weeks (btw we have paid several hundred in good will during this time). When we checked with the company we were told that a GM in Tennessee (???!!!) had refused the "good will" credit and suspended our acccount.

What was originally a $300 per month issue is now almost $900.00 per month and T-Mobile is asking for $1,900 to re-start. All this from the same level of service we asked for from T-Mobile for well over a year.

In summation, what began as a deceptive practice and/or ill-conceived program was turned into a very unpleasant tale indeed by a poorly run company that is focused on one thing along - gouging as much from their customers as possible.

For me, this German-owned outfit should be closely questioned about their practices by the FCC and sanctioned appropriately.

Doccrane
Melbourne, Florida
U.S.A.

This report was posted on Ripoff Report on 01/26/2009 10:39 PM and is a permanent record located here: https://www.ripoffreport.com/reports/t-mobile/bellvue-washington-98006/t-mobile-continues-track-record-of-deceptive-practices-bellvue-washington-416622. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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