t-mobile

t-mobile

October 6, 2005

Company

T-mobile

Address:

t-mobile.com/

El Paso Texas 79912

U.S.A.

Here is just ONE of MANY letters, email and phone calls I have placed to T-mobile - this explains what happened - A couple years ago I called Voice Stream to cancel my plan because there were much better deals being offered at other cellular companies. The service rep I spoke to offered me additional minutes to stay with you - 1500 minutes a month with the same costs. That is the ONLY REASON I changed my mind and did NOT cancel my service to go with another company that was offering a great plan. Now I get a $200 + bill and look at the details and I see I am only being given 600 minutes. I called and

talked to a customer service rep who checked my history and found a record of my claim, but whoever

handled it did NOT put in the fact that they upped my minutes to 1500. I stayed with your company because of that promise. I have been deceived by your company and I will file a complaint unless this is corrected immediately. I am supposed to be getting 1500 minutes on my current pay plan and that was to go into effect two years ago. I want my bill corrected to reflect this. I called last week and talked to SEVERAL people about this and a supervisor was supposed to call me back and has not! RESPOND IMMEDIATELY!

........................................... After more email, etc, I get a response that says I was upgraded to 1000 minutes, not 1500. Fine. I knew it was at LEAST 1000. Here it is -

_______________________________________________________ Dear Stephanie, Thank you for taking the time to contact T-Mobile. Upon review of your account we show that you were put on the 39.99 plan with

1000 any time minutes. We do not have any records of an offer of 1600 or

1500 minutes for 39.99. We do not have any such rate plans. We do apologize

for any confusion on this matter. Listed below are the rate plans we offer

as a company. If you have any further comments, questions, or concerns feel free to

contact us at anytime. Thank you for choosing T-Mobile. Sincerely, Josh

Customer Care Specialist

T-Mobile USA

............................................. OK, fine. But then they didn't change my bill! More calls, email etc, then I went into a T-mobile store and spoke to the manager. I had print outs of all the email and walked him through it. I said I wanted it resolved and then to close my account because I have never been so mistreated and received such horrible service from anyone I do business with. He was very nice, said he would fix my bill, and won me back. I even upgraded my plan to a family plan and bought two cam phones. (Buy one get one free). Then I get another bill and guess what? Nothing was changed. I checked my on line status, and NO change, I am still being billed as though I had 600 minutes. The web account says it's due Oct 11 but I am getting text messages from them saying I am past due! So, I write MORE email and forward the one above that states that I DO have 1000 minutes. I also called Steve, the local manager, and left him a message. He's on vacation this week. Tonight I got this -

................................. Dear Stephanie, Thank you for taking the time to contact T-Mobile.

I will be happy to help with your account. I have reviewed your account along with our Customer Relations and have found all charges are valid on this account and no adjustments will be issued. If you have any further comments, questions, or concerns feel free to contact us at anytime. Thank you for choosing T-Mobile. Sincerely,

Monica

Customer Care Specialist

T-Mobile USA

.......................................... Now I am even MORE upset! So I was lied to again when the local office said they cleared it up? And the ONLY reason I signed a new contract and upgraded my plan was BECAUSE the local manager nicely took care of my problem. Basically T-mobile is calling me a liar. I have been a customer in good standing for many years. They are the liars.

S.

el paso, Texas

U.S.A. ................................................ I guess they think because they say I am wrong, that I will just agree with them. I know what I was told. I know what I was sold. If they did a little research they would see that their competitors were offering much better deals than what I had at the time. That's why I called to CANCELL - and only stayed a Voice Stream/T-mobile customer because they increased my minutes to 1000 (or more) or at least that's what they said on the phone.

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