My Dear Brothers & Sisters,
Today I came home from a long day of work & school, and in the top of my desk was an envelope from T-Mobile. It was the T-Mobile BILL that destined me to speak to you, It was the bill that made me speak out for all the average joes out there just like me who spend hours of hard work and sweat to make some money to survive and take care of our families. I have been with T-mobile for more than 4 years and regardless of their poor service, their rate plans are awesome compared to other service providers. But to see an outrageous billing statement from t-mobile was the last thing I imagined. I have always kept up with my financial things and when something is wrong I know.
T-mobile bill was $218.78, with the usage charges. I normally only play $116.83, for some of us this maybe a not a big deal situation but for me who don’t have lots of money it was a big deal. So I called T-Mobile and first spoke with Gena (T - Mobile ID: 1232754), she told me that the extra charges are for text massages. Then I was even more surprised because I have UNLIMITED TEXT massages, so she explained to me that I have made changes to my account on the September the 15, 2009, and that I don’t have Unlimited texting, but only 1000 texts, and that I have also changed myFaves voice plan. The problem was that I don’t remember changing my text plan, but I do remember changing my voice plan. So I told the lady that, and then she told me that’s what’s says in her notes and she can’t do anything about it. So I asked her can I please listen to the quality control recording that you guys have when I changed my contract and my plan, so I can just know I did that. She said she cannot do that. Then I asked her can you please help me with this situation because I didn’t know it was changed from unlimited to 1000 txt only. She said she cannot. This was so unfair situation even if I did change my text plan. Because they charged me $0.20 for each text over and additional monthly charge for 1000 text, it’s only like $8 more for unlimited txt plan which was $14. BUT THERE CHARGING ME ALMOST $100! So I asked her again can you just do something about this, review this see if there is something wrong. She said she cannot help me but to offer me a payment method. I was thinking how I can make such a mistake. Why didn’t I know I only had 1000 texts? It is not right! Charge me $10 more, so they will still get the money for unlimited, but why are they charging me almost $100, ridiculous! So I asked Gena that I need to speak to her supervisor.
Gena told me that her supervisor not going to make any changes because he already decided. Hmm! Shouldn’t you listen to what customers have to say and think a little bit, maybe t-mobile made an error, but NO! They rather decided to harass me and tell me that I made the changes so I had to pay. They didn’t take the time to at least consider me and just look in to the fact that I’m saying that this change was not made or that there was something wrong. So I spoke to Gena’s Supervisor Mathew (T-Mobile ID 1232278). From start he said he understands the situation but he can’t help me. There was nothing he can do. He says I made the changes and that’s why I have to pay. So then there I realized ok I’m F***ed and that now I have to pay for this.
Even though I have gut feeling it’s not right, I don’t have a problem paying for it if it was really a legit fee, but My friends, my gut feeling was right!  So after I ended the call with Mathew I stared looking more detail into the bill and started to flash back memories of the time when I made changes about a month back from today. Then I realized T-mobile did fuked up. Because whe I made the chages lady told me that the effects will be effective from October 7, 2009, but they made it effective from the day I changes the plan. So T-mobile did harass me to pay this for no reason. Then I wonder how many people out there same thing maybe happen. I knew then there that I have to tell people the story, but first I have to call t-mobile again and see if they can change the situation and give my money back.
When I called T-mobile customer service department I spoke to Michelle (T-Mobile ID 0150526), who helped me refund the money, but was treating me wrong with attitude while she helped me due to the comments left on the computer by the other two agents I have spoke to minutes before. Just as same she was not able assist me without even hearing my full story. So I explained to her that I made changes on the September the 15, 2009 and according to the text massages I have received on my phone from t-mobile the changes done to my account was to be effective on October 7, 2009. So even if they changed my text plan, I should have unlimited text till the October the 7th 2009. They didn’t provide me that, they rather charged me $100 for all the text from the September 15 2007 and on till today. She is telling me that only the voice plan changes were effective on October 7 2009, but the text msg charges are there because the text massage plan they said I changed was effective on the same day. WTF! Then I ask her why would t-mobile send me a text on September 16, 2009, 10:05 AM saying changes made on my account will be effected on October 7, 2009. And I recalled the lady that assisted me saying that too. I told Mitchell, and other agents I spoke to check the quality recording and see. BUT She still was not able to help me. I was done, I knew I have to take legal actions, so I asked her if there is any other way she can help me, because that this is not fair and not right. Well this is funny, because at this point I know T-mobile messed up and that why I was being charged and I have their own text messages sent to me to back it up. Then Mitchell put me on hold and comes back and tell me she try to pull something together for me and she talk to bal bal bla and that she can get me a 20% off on the bill. I never heard this form no one. I was LIKE NO! Because I’m not supposed to be charged! So I explain and get harassed all over again and she comes back and tells me she can give me 30% off the bill, so at that point I felt Like I was dealing with some con artists, and I told her NO! I told her I will not pay a penny for something that I don’t deserve, and if we she were not to help me with the manner that I will take actions against them legally, and that I will complain them to BBB, FTC. Witch I will do. Also I told them I’m complaining not just for myself but for other people, who are in the same situation just like me but might not have time to complain or take action. Then she put me on hold again and comes back, and gives me advice regarding how to manage my account, I didn’t get no apology for what they have done and hours of time they took out from me, and harassment, but then agrees to refund the usage charges which was close to $100. Then I asked her who have these decisions made, and then Mitchell tells me it was her supervisor Angi (T-mobile ID 3417970). So then I told her thanks for helping me, but that I’m very concern doing business with T-mobile and that I will complain and tell people about what happen because that it’s not ethically, morally right that you guys are doing this to people. Tricking people to pay these unnecessary hundreds of dollars of charges when they only suppose to pay like $10 -$20 more even if it’s the case of over texting charges. Be careful when you make changes on the phone and write down the people’s names and work id number that you talk to, because those are the only things that can back you up at the end. Always ask for the things in writing. Also Be careful when T-Moile say this is effective on this cycle date, but somehow other parts of your plans are affected on a different day. I’m just out here to let people know about what happen to me and hopefully people can help themselves or help someone else who maybe in the same situation, or just be aware. If you do have problems or unfair treatment you should always complain to better business bureau and FTC, and let the people and authorities know.