I have been with T-Mobile for past 2 years. I have trusted them so much that I even signed up for automated billing after a few months that I joined them. I constantly receive a monthly bill of around 48 dollars. For past two months, my bills have been outrageously high. For the month of june, they charged me 166.70 and for the month of July, they charged me 441.34.

I did not notice it last month but this month, because of the huge month, the bill got my attention and I contacted T-mobile about the same. They said the bills were because of the international charges. I explained them that I have used a phone card to call internationally and these charges should not have been there. They refused to take these charges off my account.

I have used the same calling card for past 1 year and never had a problem. In fact, for the month of June, i can clearly see that in some instances, it shows the calls being made from calling card. For the calls they said I made internationally, I can clearly see that i dialed calling card number just before these calls. After talking to them the second time, the manager agreed to take off half the charges as a matter of 'Good Will' but I still don't understand why i need to pay for the calls I never made.

I canceled the service immediately and will never sign up with T-mobile again. I will inform the student body at university of memphis, where I went to graduate school that they boycott TMobile. I will do the same at Washington University where I presently work.

Letter to Sue Nokes, CCOO of T-Mobile

Sue:
I added a second line to my account with T-Mobile so that a very close friend of mine could call home whenever he wanted to without having to stand in line at the MVC on base in Talil, Iraq. When he received the phone in the mail from me he immediately tried to call me and couldn't get through. He tried on several occasions to call, but was always cut off by the Iraqi carrier that would route him to the T-Mobile Messaging center in the U.S.

Nevertheless, after one month or less of trying to use the phone, sent it back to me. I called T-Mobile to give the phone back and let them know that the service they said we'd receive was never received and that I wanted to turn the phone off. I was quickly told that my phone bill for that phone was $333.17 (I believe that's the exact penny amount) and that bill needed to be reconciled. I was stunned to learn that there were actual charges for usage of the phone and had to investigate. Come to find out those charges were for every dropped call ( less than 3 seconds of a call trying to go through ) that my friends made. Those calls were charged and no one ever even had a conversation. Those were all calls that were routed to the T-Mobile Messaging Center and chalked up as conversations = minutes used where calls go through. Not the case.

After finally getting several of those calls taken off the bill ( over a 4 week period of time, where I spoke to 4 T-Mobile customer reps) I asked them to turn the phone off and we'll call it a failed attempt to communicate via cell from Iraq to the U.S. I was again quickly reminded that I would have to pay $200 to have that wish granted.

All the while this ordeal is going on over the Iraq phone, T-Mobile preceded to turn off my cell phone( which was paid up in full and had all my minutes available to me ). This is the cell phone on my business cards and the only number that my consultants use to reach me during the day. I was without a phone for them for 2 weeks. Not to mention it's my HOME phone too.

I paid the phone bill for the second line off once they lowered the cost for bogus calls and my cell was then turned back on. Yet, there is the lingering $200 left that needs to be paid so that the additional phone line is cut off. I'm sorry, but this is where I draw the line with this entire situation. Since I have not paid the $200 to turn off the Iraq phone ( and my cell phone is again paid for in full and the minutes unused ) again, my cell phone is shut off. This is the 2nd week I've been without my phone. Again, I have over 45 consultants that work for me as IT Developers, Network Admins, etc and have zero way for them to reach me when I'm in the field.


All of this wrapped up, means this to me:

I purchased a phone for a U.S. Soldier who has been at war in Iraq now for 2 years. I've been a T-Mobile customer since T-Mobile bought VoiceStream, where I was grandfathered in and had the choice to leave, but decided to stay with T-Mobile. I've been a loyal customer to T-Mobile that long and for that over a phone line that never worked I being treated as though you don't give one care in the world whether or not I'm your customer and have been for many many years. Stunned. I live in Little Rock, Ar and the CEO of Alltel is a close family friend. I've had the opportunity to go with them for years now and still stayed with T-Mobile.

Because I'm sickly disturbed by T-Mobile's absurd customer service practices I decided to turn this over today to Arkansas Congressman Vic Snyder, a veteran congressman and U.S. Army Veteran and as well, a family friend that is really surprised that a cell phone carrier would behave this way over a phone for a U.S. Soldier that never worked. He has copies of the bills that dictate the phone lines, charges, payments, etc and a 5 page statement from me and the U.S. Soldier in Iraq with regard to the situation I just told you about.

Before whomever he decides to speak with out this, I thought I might Google the Customer Service Manager for T-Mobile and see what comes up and try to communicate with them. I learned that you must be the highest ranking manager, so I've sent this request to you.

I'm asking that my cell phone is turned back on and the $200 charge waived. I'm seriously confused on why this is such a tall task. Is this a case yourself can take care of?

Thank you,

Brandy J . H.

T-mobile customer service is very very poor ! u can verify all of your information, however the say "WE CANNOT TELL YOU ANYTHING ABOUT YOUR ACCOUNT OVER THE PHONE " !They also say "THAT THERE ARE FCC GUIDELINES THAT PROHIBITS THEM FROM TELLING THE CUSTOMER ANYTHING "! I have NEVER been so DISGRACED by ANY company ! I guess i will now have to EXPLORE my new options as to where to take my cellular business ! T-MOBILE has THE WORST COVERAGE and th WORST DROPPED CALLS Situations EVER !!

Fax: 1-813-351-4100
Attention: Robert Dotson, President and Chief Executive Officer

RE: xxx-xxx-xxxx

Account: Tsukada, Lourdes

Date: August 12th, 2008

Dear Mr. Dotson,

Mr. Dotson, I would like to express my frustration and now really unhappy experience with T-Mobile. Ali Young sent the UPS package, Wing phone, to my home address.

Today, UPS came to my home to deliver the package. Unfortunately, I was not home. An InfoNotice was placed on my home and the tag was indicated the package was to be signed in person for the delivery of the package. The tag indicated another delivery would be attempted on Wednesday. Unfortunately, I will not be home that day as I will be at various physical therapy sessions during the day and will be returning home later in the evening.

Upon contacting UPS to advise them of my absence again on Wednesday for their delivery, I asked if I could sign the InfoNotice and leave it for the UPS delivery person to authorize the package to be left on my steps, residential home.

UPS stated it was the sender, T-Mobile, who had explicitly requested the package had to be signed for and delivered in person. I asked if it could be delivered another day, the answer was no and the package, from that point on, had to be picked up in person at their UPS HQ office in Redmond (14.25 miles from Lynnwood (my home) – 26 or 30 minutes away if no traffic present). I have refused to do this and spend one more dime on “fixing of my problems” in a very disappointing delivery of service and time and money is to be put forth by me. Your office will be receiving the package back. As I have no other way of signing for it due to lack of “person to sign” at my residence and yes, my refusal to spend any additional monies on something which should not be accrued on my part….rather THIS should be an expense made in good faith y T-Mobile an part of a to be provided to a loyal customer.

Mr. Dotson, now I ask you: is my request of having the cell phone delivered to my residence, without having to spend time and gasoline, unreasonable? After having spent hours of poor customer service, poor knowledge at the LEVEL II, costly cell phones purchased to keep the functionality of communication flows, erasing of data from my phone, screwing up my personal time and all the appointments I had just arranged on my cell with my physical therapists, my having to reconstruct everything with the PT offices. This was additional hours spent and the most frustrating and worst experience I have undergone these last couple of days with T-Mobile.

I did leave a message with Ali Young’s voicemail which really, really expressed my dissatisfaction and disappointment with T-Mobile. I do not apologize this time for this last incident.
Prior to this arrangement, on August 5th, Ali Young during our conversation, I had also requested Ali to put all of the options she, was offering on behalf of T-Mobile, to be put in writing so I may know exactly and be able to “see” and utilize to confirm the compensation for these endless hours of nightmares in writing. She agreed over the telephone on August 5th and also agreed to send them to my email address. As of today, August 12th, no email has been sent. Perhaps the wrong email was utilized. I would like to confirm in writing my email address: [email protected].

Currently, I am using a “good as new” T-Mobile Dash a couple of weeks ago (which in the industry is commonly referred to as “refurbished”) which does not work and the Wing was to be a replacement. I still have in my possession a defective T-Mobile Dash: I am losing the promptness on the email delivery, calls, and appointments and contacts (previously entered and now erased). I have to still take out the SIM card or the battery 3 times a day because these messages are popping up:
1. SIM Card is missing or is not valid. You can still make emergency call if your service provider supports it
2. The remote party has ended this connection

Mind you the cable has been bought and replaced, the battery has been bought and replaced and the SIM card has been exchanged at the retail store and replaced with a new one.

I left a message with Ali Young’s voicemail which really, really expressed my dissatisfaction and disappointment with T-Mobile.

Mr. Dotson, I am beginning to feel the manners in which your clients are treated by T-Mobile are not as important to you as I had once thought. Especially with loyal customers whom have used your company since 2002.

I am bringing this to your attention because this has been the last straw which has finally "broken the camel’s back" and the perception is: this is exactly what you wanted. Well this has been achieved.

Should this not have been your intent, please have Ali Young contact me and also confirm in writing via email (i.e. [email protected]) so she is making clear what the company is offering and the conditions of the package being sent so arrangements may be made.

I would appreciate your cooperation in resolving this manner and indicating a follow through on the service and commitment T-Mobile advertises on TV and in their ads for their customers.

Sincerely,
Lourdes Tsukada
CC: Cole Brodman (Chief Technology and Innovation Officer); Brian Kirkpatrick(Executive Vice President and Chief Financial Officer); Dave Miller (Senior Vice President and General Counsel); Susan Nokes (Chief Customer and Operations Officer); Neville Ray (Senior Vice President, Engineering Operations); Manuel Sousa (Senior Vice President and Chief People Officer); Rob Strickland (Senior Vice President and Chief Information Officer)

I have an unlock cell phone that I bought in Europe. I used it with several providers including Cingular, with no problem.

After using T-mobile sim card, it is lock. It can only accept the T-mobile sim card.
Customer service say they can't unlock it, even they say they didn't lock it. We call to the manufacturer, and they say only the cellphone provider can unlock the phone. Still T-mobile, don't want to unlock the phone or replace it.

I paid 100euros for a cell phone, and T-mobile rendered it useless!