I have been a long-time customer of T-Mobile, utilizing its services since 2002. My dispute began as a result of a billing error that TMobile refused to address.

For most of 2008, I used the unlimited text messaging service. I switched to the 1000 month before switching back unlimited after incurring overage charges. I spoke with a TMobile rep who confirmed the service change which would reflect the following billing cycle.

About 2 billing cycles later, I was shocked to find an excess ~$300 charged through autopay. I checked my account online to find that the ~$300 was for text overages and in addition, another cycle had just completed with ~$200 in overages.

I contacted customer service about the overages as I had requested months earlier to change back to unlimited texts. The rep bounced me around before my call was taken by another rep who informed me they had no record of the request. I attempted to reason with her, stating I received confirmation and that my phone usage would not have changed so dramatically otherwise. When she failed to resolve my problem, I requested to speak with a supervisor who she said would call me within 24 hours.

When no call came, I contacted customer service again. I was told that they would not be able to help me since my account was tagged to speak with a supervisor only earlier that day and it would take at least another 72 hours for a callback.

Days passed with no callback so I reported to the BBB in hopes of expediting a resolution. Shortly after, I received a call from a supervisor in response to my BBB complaint. I thought we'd be able to resolve the issue but instead I was surprised to find that the rep was rude and disrespectful, repeatedly speaking over me whenever I attempted to explain the situation. The rep refused to address my issues, instead vehemently maintaining that it was "fault".

I pointed out that it made no sense that my phone usage would change so dramatically unless I requested the change in my text plan. I further stated that I'd been using TMobile for several years, I have no record of non-payment, complaints, or any other blemishes. I implored him to check his records as I am sure there would be records of my request if they recorded the phone calls as they claimed.

The rep ignored me and offered me $200 goodwill credit despite knowing it was my "fault". I declined the offer, stating that it isn't fair to have a loyal customer pay for a TMobile representative's mistake. I told him I hope to be able to resolve the dispute without resorting litigation to which he responded by scoffing, and telling me he would see me in court and report my answer to the BBB.

I made another attempt to contact TMobile via email, and again they offered me a small credit, refusing to address my issues or even the unruly rep I encountered. I maintained my position, stating that I was promised a service by a rep of TMobile, which I did not receive, and as a result incurred costs I wouldn't have otherwise. Again, the rep refused to address my issues.

To my surprise upon sharing my plight with TMobile mistakes and their horrendous customer service, I met several other customers who have experienced similar problems who are also disputing with TMobile and encountering horrible customer service. Like me, I know many people has left or intend to leave TMobile.

One would think that after paying for their services for so many years, the least they could do was hear me out for a few minutes. It really does make you wonder whatever happened to that old saying "the customer's always right". I guess maintaining consumer confidence is no longer the primary concern for Corporate America, most notably, TMobile.

I recently had to take a trip out of the country unexpectedly. I took my cell phone with me and I did not switch it off in case there was an emergency, i wanted my daughter to be able to reach me. So my surprise when I arrived home to my bill was over $92.00 in charges. The calls that I didn't answer that went to voice mail were charged at a roaming rate of $2.99 each. There was a collection agency calling me several times a day and this quickly added up and when I called T-Mobile they would not take these superfluous charges off of my bill and I am stuck with them. It was suggested to me that next time I leave my telephone at home or turn it off, which would not help my daughter if she needed to reach me in an emergency. Thank you T-Mobile. I will not be renewing my account when the option comes up.

I admit oweing money for cell phone bill with T-Mobile. I don't agree with the total amount of $980.93, but will agree to pay the $490.47, but I cannot settle this amount in one payment. Would like to see if the settlement offer can be broken down into 4 payments.

Please email back with a settlement of monthly payments.

Sincerely,

Waynetta Davis

When I signed up with T-Mobile, I signed up for their Flex pay program and opted to have my account automatically debited every month via Easy Pay. My billing statement states that my bill is due on the 14th of each month, but Easy Pay deducted my payment on the 12th. At no time was I alerted that my payment would be due 2 to 3 days (per the T-Mobile rep I spoke with) before my actual due date. I never signed any contract stating that it was okay for Easy Pay to deduct a payment prior to my due date. I had just put money in my account yesterday to pay for my bill due today only to find out it had already been deducted on the 12th. I did not have sufficient funds on the 12th (hence the deposit to my bank account on the 13th) so I was slammed with a $35.00 overdraft fee. Now this may not seem like a lot of money, but I am the only one working in my household at this time and I am living on a tight weekly paycheck to paycheck budget. So $35.00 means that I either have to pay another bill late and incur rediculous late charges or not put gas in my car and use my few vacation days left to call off of work (which with how poorly business is going is really not an option at all because I fear losing my job at any moment). I spoke for over 2 hours to a combination of two T-Mobile customer service reps and a supervisor. The supervisor told me that that was how Easy pay worked and that it was not a T-Mobile error so they would not debit me. After endless arguing with no end in sight I said I was going to cancel my account and never have anything to do with them again. The supervisor said "That would be fine, but you would be charged an early cancellation fee of $200.00 anyway". Goes to show how much they care about their customers. I wouldn't recommend T-Mobile to my worst enemy

I purchased a pre-paid kit around december 20, 2008. It included a motorola phone + 30 min airtime. Shortly after receiving the phone my 2-year contract ended and the phone purchased with the contract conveniently died after 2 years. So i used the pre-paid phone with the contract sim card.

Now i wanted to refill the prepaid account but the phone broke. Called tmob to have it replaced, went through troubleshooting steps, was transferred three times, spent about one hour on the phone, rep told me can't find warranty info for my phone, but will enter notes into system and i can go to a local tmob store and they will process replacement. In case if any problems the store rep can call CS and the notes will be in the system. I still could not get a straight answer about the warranty. I did have a booklet that came with the phone and it said it's 1 year, usually from date of purchase. Next day went to the local store, i and a store clerk spent an hour on the phone with CS and tech support. There was no record conversation or notes in the system. I didn't record the conversation on my end either and did not get employee ID. Went through troubleshooting again. Still no warranty replacement option. Then tech support rep told me because i used the phone with another number more than 2 days tmob registered the phone with that number, and that voids the warranty. Tmob refused to replace the phone.

This was news to me. It's not advertised anywhere. The POS phone was not free, i paid for it. $30 worth of airtime was billed at .25c/minute so it ended before it started.

What upsets me most is not the crappy contract phone that died on me exactly after 730 days, not the prepaid phone that died after only a month of light use. It's the tmob rep telling me there's no record of my conversation after i spent an hour on the phone and got transferred at least 3 times. To me it seems like a big scam.

Will i transfer my now month to month plan to prepaid - yes. Will i switch to a different provider - yes. Will tmob loose customers because of this - oh yes!!! and i don't mean just my friends and relatives.

Thanks tmobile!!!