T-mobile and a $706.33 Bill! Someone Help!

Earlier this month, I received a bill in the mail and noticed that my bill was $346.97. Of course, I had a mini stroke and called tmobile. At the time, everyone was very helpful and explained that I the line that I had suspended, then subsequently reactivated and also had the number changed, was still being charged PER CALL/MESSAGE/DATE USAGE! I explained in a very nice tone, that this is completely unacceptable and I need for my account to be credited, and unfortunately will not pay any part of my bill until it is. Of course $200 worth of charges were credited back to my bill. The reason being is that my account was suspended, but for some reason, the phone can still be used. Until this day, it is doing the same thing. Of course, no one at T- Mobile knows how this is being done, AND ARE NOT WILLING TO FIND THE ISSUE AND FIX IT! The only thing that they told me to do, was to power on/off the phone attached to the number that the previous line was changed to. Of course, it did not work! This, brings me to my next topic.

Two days ago, I checked online and my bill said a whopping $706.33 was past due and needed to be paid immediately. During the early part of December, I had to have emergency surgery and was in the hospital for 4 days. At some point in time during those days, another phone (not the same line as above) was lost. Of course, if anyone has ever been in the hospital, a phone is the least of your worries! Once it came to pass that the phone was missing, we reported it lost. They suspended the line. Now during the whole time that the phone (which is my husbands line) was in use, the internet never worked! This is a very important piece of information. I spoke with Caroline at T-mobile, who stated that the usage on the line that was lost, was a hell-raising $500+. I just as nicely as I could, asked her, how is that possible. She stated that it was because of internet usage, roaming, downloading music from Jamster, amongst other things. I explained to her that my phone never had internet capability before, so how is it possible that it has it now when I specifically asked for all internet be disabled for all lines except mine (the acct holder, and they assured me that it was.) Do you know what Caroline told me? She stated, and I quote, that "We do not disable internet on any of our phones and EVEN IF IT DOES NOT WORK, THEN IT CAN START WORKING AT ANY TIME WITH NO WARNING!" I explained to her that there is no way, that this is even possible. How can a phone's internet capabilities just all of a sudden start working out of the blue, when the phone is lost? She then assured me that no part of the bill was going to be credited b/c I ran up the bill and now I have to be responsible for it. I asked why was I not notified about certain capabilities "all of a sudden turning on?" She stated that it is not in the business to notify everyone of every little change. I just as nicely asked her a question.Does she feel that this is right, when a phone is suspended, no such usage has ever been done on that particular line, and there is $500+ worth of charges to the phone, she would say " well OK and tell them when to receive a payment? she stated that she can't tell me how she feels about this. Figures, but I explained to her that considering the same thing happened before (see first paragraph) we can all see that T-mobile has a problem following instructions from customers, Caroline did not respond except to say that again this is how this is and basically to deal with it (not in those exact words, but its really what it boiled down to.)

Caroline, was great in the beginning, but eventually started to get a little rude, cutting me off in the middle of my sentence, telling me that I'm saying the same thing over and over again and the answer will still be the same from her- the answer is no, we will not credit the acct and we need a payment. Of course, this is when I got a little upset, and asked to speak with a supervisor, she refused and disconnected the call.

I called back, spoke with Winston, who was nice and listened and when i asked for corporates number, he stated that HIS SUPERVISOR HAD IT AND HE WILL CONNECT ME.

Spoke with Martha, the supervisor, who told me that he never told me that she had the corporate number, basically calling me a liar (which is fine, b/c I did find it on here, and will be calling them first thing Monday morning), and said that if anyone would have it, that she would, but she doesn't. Eventually I get a $69.72 credit to my acct, but the bill is still $600+.

Can someone please tell me how to get them to credit my bill the charges that were not made by me or no one else that had access to that phone line?

Thanks

If I or anyone could tell you what to do then there would be no need for this thread or any other forum.

This is a company that is shamelessly ruthless. One you fall into their trap you will be praying to God to get out of this mess before they consume your whole life and bankrupt you completely.

Yes these are criminals practising their trade is a 'legalized' fashion. That means you can do nothing about it. They have their backsides covered. They will always cite various charges that you have and how its your fault because YOU DID NOT READ THE FINE PRINT & ask enough questions before using your phone.

Their telephone customer representatives are taught to be deliberately 'opaque' in all their answers. That is, they are told."Just stand your ground and do not budge. Do not yell back at a customer. Do not offer too much assistance. Just keep stating the same point over & over again in a quiet voice. Do not give an inch. Let the customer scream their hearts out and finally get tired and go away."

These are criminals who quietly operate in today's internet world with great ease.

Their technique is as follows:

(1) Keep the web site somewhat obscure, in fact very obscure, make it less clear, deliberately. But ALL the information must be there somewhere. It must not be acceessible easily at all.
(2) Do NOT issue any alerts of any kind to any customer.
(3) Let the customer come to you, after making serious mistakes.
(4) When (3) happens, do not GIVE AN INCH. Quetly stand your , do not lose your temper with the customer. Quietly but firmly keep stating the same point over & over again.namely that the customer did NOT understand everything that they were doing, if only they had read the website very very very very very carefully and made a 100 inquiries BEFOREHAND then they would not find themselves in their current predicament.
(5) Let the bad news sink in and totally devastate the customer as the realization sinks that there is not a damn thing they can because its their fault.
(6) Let them hang up in screaming frustration and go away. If they call again follow the same procedure as outlined above and all will be well.

VERY CAREFULL CRAFTED LEGALIZED DECEPTION.
Lastly one more point.

If the customer wants to leave t-mobile, they can damn well do so. Because this customer has already been taken for a HEFTY sum of money and has been totally burned. So T-mobile has not much use for them anymore. Its hard to rob the same person twice. But why bother when there are so many fresh innocent fish in the sea.

Dear SIR, have you finally grasped your situation ?

Very Best

another proud customer of tmobile!

All I can say is people do need to read the contract they sign when they sign up for service. Need to be accountable for what they do!

Broken Record Any One?

I'm not for sure where you are located, but what I recommend is for you to go to a T-Mobile store and talk to a manager on duty about the situation. They may need to call customer care with you in the store. If customer care does not waive the overages of the phone that wave as stolen, ask the manager if you can talk to the market manager, and see if they can resolve you issue. I apologize that you're going through this. T-Mobile policy is that you are responsible for any charges that are made up until you suspend your phone. However, I still recommend bringing in documents stating that you were in the hospital and hopefully they can work with you. Let me know if this works out.

Also please watch out for the paid "arse-kissers" who abound on this board and other boards.

These are people put here by T-mobile to decredit everyone who posts here with a complaint. They are supposed to ridicule & tease posters and make them out be idiots and T-mobile to be a great company that is flawless & whose business practices could not possibly be unethical.

i am an former T-Mobile empoyee and i support T-Mobile. I changed jobs to save money on gas and be closer to home for my family. I now work for Marriot Hotels and T-Mobile doesn't employ people to come to these forums to decredit people. they have better things to do and better things to spend money on.like upgrading there network.

Lmao i can see it now. a secret tmobile task force to troll forums.

I'm going to tell you some vital hints about what to do in these kind of disputes with greedy cell phone empires.

rule #1: the Better Business Bureaus is you best friend in these situations. go to thier website and file a complaint.

rule #2: The cell phone empire will contact you and engage in negotiations. Do NOT give in. I repeat. DO NOT GIVE IN.
they will start small by offering to pay a portion to settle the BBB complaint. let them offer. but decline. If they dont refund you the entire amount or at least an amount you would consider to be fair, then let them know you will not comply and that you will be contacting the BBB to further pursue the complaint and then end the call, because they can no longer help you.

rule #3: let the BBB know the cell phone company did not solve the issue for you. What happens is all the complaints are posted and if an issue is resolved and you tell the BBB that, its almost as though a complaint never existed.

But if you are persistant with the complaint and the cell phone company realizes they cant haggle the issue, than they will release you from your contract without Early Termination Fees.

T-mobile and a $706.33 Bill! Someone Help!

Similar Topics

New T-Mobile Cell Phones

Subscribe to Our Feed

Carriers Talk

Manufacturers Talk

Mobiledia Community