T-Mobile bill - $900

When I first started with TM (or, in this case, VoiceStream) in Jan of 2001, we were informed on the first day of training that for the last 6 months the reps have been given the ability to credit up to $200 without supe approval. As a result, just to get customers to shut up, they were crediting left and right, and the quarterly numbers reflected that. By the end of January, it had gone the other way, maximum of $20 without supe approval.

They wanted to be known as the "Nordstrom's of Cellular Service", but failed to see that cell phone users are, as a whole, not Nordstrom-type customers.

I think my post was misunderstood. I'm not saying the person with the huge bill is not responsible. If you go over your minutes it's your OWN fault.

I personally have always paid my T-Mobile bill on time and have never gone over my minutes at all. I don't recommend being a jerk on the phone to customer service either.

I'm just saying - I have friends who have gone over their minutes, text messages, or done something irresponsible and stupid and they call up and complain multiple times until their bill is reduced. Because the bottom line is, even if you're a lousy customer, you're still a PAYING customer and they want to keep it that way. They're willing to reduce your bill rather than have you cancel your contract and never pay them a dime. They don't want to forward you to a debt collection agency and lose you as a customer when you can potentially pay for many more years to come if they'd just reduce your bill.

It's messed up but that's how the world works.the irresponsible are able to get cut slack.

ToWhateverEnd -

No offense, but you really don't understand how a cell phone company thinks.Are there reps that are going to do what you described? Yes. Are the supposed to? No.

As a whole, I would rather see an account cancelled because someone couldn't take responsiblity for their actions instead of give them the credit and the idea that they can call when ever they screw up to get a credit. In the long run, giving away money like that leads to customers thinking they never have to pay if they go over - and that's bad for business. So yes - we would rather cancel the account of someone who will ask for credits over and over instead of keeping them and always crediting them.

Prove to me that you are worth saving and I'll think about crediting you - Otherwise, you tell me you want to cancel? It'll be a $200 ETF and the account will hit your credit history if not paid. You wanna take us to court? Good luck with that one, I wish you the best.

I refuse to perpetuate the idea that if you complain enough or threaten to cancel you'll get a credit. We found after giving away millions of dollars in goodwill credits(credits where it isn't t-mobiles fault) that we lost just as many customers if we restrict when we credit accounts.

I'm not saying they are SUPPOSED to, I'm saying if you call up enough times it's what WILL happen. The first rep. might not do it but you can keep calling and you will get it reduced. I'm not encouraging it or trying to say that it's right, it's not. You should have to take responsibility for frivolous usage of your cell phone. I completely agree with everything you said, lol. But it doesn't work that way either.

If they do though - Then they are breaking T-Mobile policy. According to Sue Nokes (VP of Cust Service) if a credit is denied for a valid reason (ie cust went over bill and it was no fault of T-Mobile) and the customer calls back again and again - they should be denied the credit. According to policy, if the denial reason is valid, then it could get all the way to Robert Dotson and get denied the credit.

Sue's still there, huh? She was a no nonsense lady.

Yeah - POlicy wise she can be cool. In person /shrugs, I'm not that impressed

if you want to increase her plan to a higher level, t-mobile will let you prorate it to last month, so you can save 900 bucks right there. call them and ask.

in my center T-Mobile HQ is doing a Pilot that every credit is audited and if you show great improvments on how your issue your credits and if they are vaild or if your got coach approval. then you become CA Certefied to issue credits. my center is the main Business Care center so we issue like 1000 credits per day or mybe even more.

and if the pilot goes well then all T-Mobile and Service Partners Centes will have it.

Thank you Tampadelphian, when are you consumers going to own up to your bills, as soon as you go over your minutes you want the problem to just go away … if you’re adjustments are far more than what you’ve paid the company will take the loss in a customer and as far as the threat of going to court believe me if the charges are valid ones go ahead the company still will look at your history with the company and if it’s something that is out of the question even with going to an outside source you can still lose … you forget companies are in the business of making money if you don’t check the Minute Messenger to see that you’ve gone over your minutes pay the damn bill and check it the next time won’t you

T-Mobile bill - $900

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