T-Mobile How I dealt with problems Nationwide

Let me preface this by saying that at the time my future daughter-in-law was one of those T-Mobile reps and she told me that T-Mobile reps are given phone call quotas. They MUST take so many calls on their shift and will be fired if they don't make that quota. It was a very stressful job, and she was glad when she found another job! Quotas are ridiculous for customer service - it should be keeping customers happy, not rushing them through.

Anyway, about two years ago, I opened a monthly bill and about went through the roof. I had a bill for over $450. I spent 6 hrs. patiently going through the bill - separating friends and family, mobile to mobile, nights, free calls, etc. Then I added all the amounts. Needless to say, I came up with quite a different figure than they did - yes I was over, but my bill should have only been about $50 over.

I then called T-Mobile. I have to agree with other people that have written complaints - faced with a long and involved phone call, the T-Mobile representatives often become very rude. I called and spoke to a rep. and told him I needed to go through my bill with him to prove where mistakes were made. He refused to do it, saying it would take more than an hour.

After arguing with him back and forth, I asked to speak to a supervisor. The supervisor came on and flat out refused to review the bill with me, saying I owed the money and that what I thought was free wasn't. I was told that any of the free calls become charged calls if you receive another call while on the free call. Then you are charged for both calls even if they are free.

When I asked him again to go over the bill and he said no, I said "so you are refusing to go over the bill with me", he said no that he was just not going to go over it point by point and that I owed the money. After arguing with him, I was livid. I had both these guys ID numbers written down (I always make a note of the name and ID number of anyone I speak to).

I wrote a two page letter about my experience with the T-Mobile reps and the mistakes on my bill, complained about never being told that free calls are charged under certain circumstances, photocopied my entire bill, sent a detailed explanation, and researched on the internet until I found the name, address and phone number of the president of T-Mobile. I then mailed him the entire packet, saying I expected to hear from him within 2 weeks. About 10 days later, I received a call from someone in the office of the president. They credited me the entire bill.

Because of the way it was eventually handled, I have kept T-Mobile because they get the best connection around my area, and their prices are still the cheapest. However, the bill continues to be a nightmare to figure out (I think they plan it that way). I have called and kept reps on a long time since then with problems about service or my bill, but the ones I dealt with later were much nicer. One even said "If I stay on with you for an hour, the next call may only be 5 minutes. It all comes out in the wash". What a refreshing jolt of customer service! Or maybe they flagged my account with a note saying you'd better be nice because this one will go directly to the president of the company, lol.

Figures
Quakertown, Pennsylvania
U.S.A.