TMobile USA TMobile shady deal and thier customer service Bellevue Washington

I have three lines with TMobile, been with them for over 6 years, and very loyal up until now. One of my lines is my 14 yr old daughter's line. Now, she uses a lot of text messages and I had her on the Kid Connect plan, which allowed 50 voice min and added 1000 text messages.

TMobile has technical issues with this plan, where the plan will not differentiate between voice and text minutes, but sees all min as voice. Now, after she text'd more than 50 times, her plan would shut off, even though she had additional text min to use. This would require us to call cust. service 3-4 times a month, sit on hold for 30-45 min each time, and have them add more min to compensate for this. After four months of this, we were fed up, and called the Kid Connect cust. service dept. to ask what other options there were. They were very helpful in evaluating her usage and recommended that we transfer her to a basic plan of 300 min and add on unlimited texting, since that is what she used the most. We agreed to the plan switch.

I just received my latest TMobile bill last week and guess what, they did not set it up as described. Yes, they left off the most important thing, the whole reason we switched plans, the unlimited text messages. Now I have a bill for over $2K. I immediately thought they would rectify the situation, as they have been known to do for me in the past when they found their errors, so I called customer service. I explained the situation, they understood, but no one in the dept. was authorized to make a credit adjustment of that amount. So, on to a manager, who could not authorize the amount either. I request to speak with their manager, and at this point, began receiving the run-around. I was told that NO ONE could authorize a credit of this amount! I laughed, and told him that there is always someone that can authorize this, he just needed to find out who it was. He became very frustrated and said that he would no longer communicate with me, I requested his supervisor to call me. He said she would within 24 hours (still waiting 4 days later) and that it was fruitless because she was not going to issue a credit.

Now, this is a product of their lack of attention to detail when converting the plan, but they take no responsibility for it. I asked TMobile why they did not send me a confirmation of the details of my new plan, at which point I would have immediately caught it, and they said they do not do that. I asked them for a copy of the recorded transcript of my authorization to change the account plan, and they told me that it is random, and they do not have it. BS. If that is the case, then they do not have a signed or authorized copy of any plan change at all. I see an easy cancellation here now. This has become a ridiculous run around, and I am now in the process of filing complaints with all agencies: FCC, CA Utilities Commision, CA Attorney General, Consumer Affairs, etc.

Here is the kicker....get this.....one business day after my last call to them asking why a manager did not call me back, the last rep I spoke with transferred me to his manager's voice mail, and the voice mail message said they were with NCO Financial division of TMobile. Now, NCO Financial is a collection agency, and keep in mind, this has all transpired over 4 days now, and my bill is not even due for another 3 weeks, and they have transferred it to collections. I can only imagine that it is in anticipation of impending actions by me, and thier desire to collect prior to such actions.

What a joke. I suggest that you think long and hard about doing business with TMobile, as I was a valued customer for over 6 years, and am now being hassled over 2K which they would have easily made back within 8 months reg. billing on me, not to mention profit beyond that, especially when it was their mistake.

When dealing with any cellular company, get a copy of the contract and details before your first bill.

Kruegerand
Sacramento, California
U.S.A.

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