Posted by megang2dau on 02/01/2008
I have been in a dispute with T-Mobile since last September. I signed up for service online and completed my application there including my address which MUST include the apartment number of my Condo or the post office will not deliver mail. I had not gotten a bill by the end of September so I called their "customer service" department. While on the call we found out my address was missing the apartment number so they corrected their records. I got the amount of my bvalance paid my outstanding charges immediately through my bill pay system at my bank. I though all was well. Then I didn't get a bill for October so I call again! Now the dingbat tells me I missed the billing cycle so they would have to send special bill and that should arrive within two weeks. Quite by accident I discovered during the call they had added penalty charges. I did not pay the penalty but paid the charges again immediately. Now when I got the physical bill I find they not only added penalties but they had shut off my service (I was not notified) and now charged me a reconnect fee! I refused to pay the fee and wrote a letter explaining their screw up and sent copies of all bills with dates and calls and payments. I never got a response but the penalty charges continued to be added. I finally got a call from their "executive service rep" saying I should have paid my bill and they could not remove the charges. I then wrote to the BBB and the Attorney General. I got a copy of a letter where they responded to the Attorney General and said they only added a $5. penalty on my bill and agreed to waive the fee and requested the case be closed. I could not believe the arrogance of the rep. I fortunately had sent copies of all bills and payments showing the penalty charges were now $35. After the address was corrected I paid all subsequent bills but refused to pay penalties. The case is still hanging. For your own safety make sure you copy the email signup form with all your personal data and do not just pay your bill without closely reviewing the charges to be sure they match your expectations. I still have not gotten a response from my second letter to the Attorney General, copies to T-Mobile. It does appear I will take them to small claims court if they do not remove charges. Yes I will use a day of vacation but their costs will be far in excess of the charges they added. I will wait to see if they try to send to collection agance and if they do will hire an attorney. I am tired of big phone companies trying to take advantage of me. The last company extended my contract another two years when I was nearly at the end of my first contract when my phone died and had to be replaced. I have yet to deal with a mobile carrier who gives a crap about the customer. It is time to complain and force them to pay attention. Hit them where it hurts the pocketbook because if you don't they will get you and not care one iota.
Ron, Frustrated in Minneapolis