T-Mobile Incompetent Customer Service Cincinnati Ohio, Nationwide

On July 14, 2004 I signed up for T-Mobile Service with The Mobile Solution Corporation at the Florence, KY mall. I had my Cincinnati Bell phone number ported over to T-Mobile. On July 19, 2004, I returned the phones to The Mobile Solution and cancelled my service and had Cincinnati Bell port my number back to them. During the 5 days of service, I was not able to access T-Mobile service from a location where I frequently visit. In fact, once I exited the highway, I lost my signal.

I received my first T-Mobile bill in August for $106.47 and prompty called T-Mobile and spoke to a female representative named Erin. She assured me she would cancel my service and a new bill would be sent to me. In September I received another T-Mobile bill in the amount of $103.72. I called on September 28 and spoke to a male T-Mobile representative named Christian and also a supervisor named Kim. They both assured me my service would be cancelled and a revised bill would be sent. I probably spent a total of an hour on the phone with the two of them to try to resolve this issue.

In October, I received a T-Mobile bill for the amount of $184.78. On October 22, I started to call at 2:00 p.m. I was first in contact with Donna and somehow got disconnected before resolving the issue. I prompty called back and got in contact with a female rep named Robin. She stated my problem was above her head and transferred me to Bill in customer care. After explaining my situation to him, he transferred me to Adam in the transfer service department. I had to explain my situation once again.

Adam stated there was an open port request showing on my records and informed me to contact Cincinnati Bell to cancel the open port request. He said the ticket was filed on August 21. He filed another ticket and transferred me to a female representative named Birdie. I again had to explain my situation to her. Birdie called the transfer center and then informed me to call Cincinnati Bell to push through the open port request. She informed me my service would be cancelled back to July 19th.

At 2:25 p.m., I called the Cincinnati Bell porting department and was connected with Rose (ID# 30575). Rose informed me that the port request had been completed on July 20th. She did a conference call with Sandy (Rep#412041) at T-Mobile. Rose and I again explained my situation. Sandy stated the line has been suspended and to call customer care and get line active and resolve their issues.

Sandy transferred us to Malory in customer care. Malory said I had an amount of $14.91 due and that would resolve my issue. I paid the amount on the phone with Malory on my credit card. She assured me this would be my only amount due. Malory then transferred us back to the porting department and we were connected to Kathy (#462252). I once again explained my situation to her. She stated she wasn't sure why Malory had me pay $14.91. She said I should be credited back to July 20th and spoke to Jan in customer care. Kathy then said she would check some things out for me and call me back. This was at 3:23 p.m., nearly an hour since I first called.

Kathy called me back at 3:52. She informed me that she had spoken to Dennis and assured me my account balance was now at zero, that a national ticket was filed and my account was now closed and I wouldn't receive another bill from T-Mobile.

In November, I was distraught to receive yet another bill from T-Mobile for $22.70. I was charged $14.00 from 10/10/04 to 10/15/04, a $5.00 late fee and taxes. I promptly called the T-Mobile customer line, and after many attempts to reach a live person through their recordings, I reached Katrina (#0955572). I asked if I could speak with Kathy, since she was the only person with T-Mobile I had spoken to that actually seemed to know how to finalize my problem. Katrina said she could not transfer me to Kathy, but could send Kathy an e-mail to ask her to call me.

Katrina said she could not guarantee a call back, however. Katrina said she could take care of the problem for me if I wanted her to. I decided to take my chances that Kathy would return my call since none of the other representatives there have been able to finalize my situation. Unfortunately, as of today, I have not received a call back from Kathy, thus prompting this letter. I feel another phone call will be more waste of my time.

Believe it or not, I have kept my cool and been patient throughout this whole ordeal. Needless to say, I am extremely frustrated with my entire experience with T-Mobile. When I signed up for the service, I was assured I would have coverage everywhere and was excited about it. It has turned out to be one big disaster I am regretful I ever switched my service and would not recommend T-Mobile to anyone!!!

I sent the above information to T-Mobile via email and received a reply that I would be credited the most current amount, would receive a new bill and to disregard it. (I've heard that before!)

Julie
Cincinnati, Ohio
U.S.A.

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