Angel Aquino
04/01/2011
T-Mobile Customer Relations
P. O. Box 37380
Albuquerque, NM 87176-7380
RE: Order# 2111735486; Phone 786-477-3047
Dear Customer Service Representative,
I want to inform you of my dissatisfaction with your service. I have been a customer since 03/24/2011.
Briefly, the problem is that on 3/24/11, I called T-Mobile Business Tele Sales at 866-464-8662 who handles corporate rates for new lines and services. I have 15% off before taxes from total monthly bill through my company. I was offered The Even More Family Plan for 3,000 min/month with unlimited Text and Data for $149.99 for the first two lines, any additional line was offered at $10 for ea. added line which included unlimited Text & Data. Therefore, I purchase five lines with five devices all android Smart phones with a 2 year contract agreement. In addition, I purchased insurance for $5.99 for ea. device. The sales representative recorded the conversation for the agreement. My SS# was asked and disclosed. The agent with the approval for the credit accomplished a credit run; my FL Drivers License was asked and provided. My credit card # was asked and charged for $695.46 for the transaction. The contract for 2-year agreement was finalized over the phone. Order confirmation # was provided 2111735486. In addition, the same agent told me that I have 30 days to cancelled and/or return the equipment at no charge for a full money refund. On 3/26/11, I received an email by T-Mobile with a different rate plan, different from what I was offered, purchased and committed to. I was being overcharged $15 more for ea. additional line which it will add $45 more per month or $1,080 more per year. I called to question the difference in rate that was email to me. On 3/29/2011, I spoke to the Web & Telesales Support Department. Who in returned retrieved the recorded conversation that I had with the sales agent on 3/24/11, they determined and acknowledge that the sales agent did offer the additional lines at $10 per line for unlimited Text & Data. That the information sent by email was not the same agreement that was offered at the time of the purchase. The supervisor of the department acknowledged that the sales agent made a mistake but that they will not honor the contract. They gave me the options of either cancelling the contract or pay the extra $45 per month in other words $15 more per line per month if I want to keep the Data on the three extra lines.
In order to resolve this matter I believe that they should honor the contract that was made at the time of purchase just like I would have been held liable and accountable if I terminated the contract before the 2-year agreement was over.
Enclosed are copies of my records
Please contact me within 10 days of the date of this letter with specific instructions for resolution of my request. I am also forwarding a copy of this complaint to: The Federal Communications Commission, Better Business Bureau, State Attorney General Office/Fraud and Contractual Discrepancies Federal Trade Commission/ Bureau of Consumer Protection and Florida State Public Utility Commission (PUC.
If you need to contact me, please do so preferably by email at aaquino6@comcast.net. By telephone, I may be reach at 305-804-4032.
Thank you for your prompt attention to this matter.
Sincerely,
Angel G Aquino
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