Mobile Customer Service

Let me just say that I had not envisioned my Friday night to be consumed with dealing with my cell phone bill.

So, I've been on the same cell phone line, with T-Mobile, for over three years. Although the account is under my mom's name (couldn't sign the contract before I was 18), I pay the bills, and I've always paid on time. I've stuck with them through contract expirations when I could have moved to another company for no fee, and 3 broken phones.

My latest phone is a smartphone; they require you to purchase a data package for it, in addition to minutes and texting. Over the summer, I had had the Unlimited Talk + Text package, in addition to the data plan. Last month, I decided to change my plan to include fewer minutes, since I talk far less than I text.

While I was changing my plan, I switched the plan to 500 minutes a month, but forgot to add back the unlimited texting. So, my cell bill that's due Nov. 7 is $464.28 (as opposed to my normal $75) because I was texting that whole time, not realizing I didn't have unlimited texting.

So, naturally, I called them to find out what was the matter. I first talked to an online support guy who said that the reason my bill was so high was because of the texting. I thanked him and called billing.

When I called billing, I explained that I had not realized my unlimited texting had been removed, and that I was a loyal customer who was hoping to get the charges removed. After speaking to a first-level person who said she couldn't remove the charges, I asked to speak to her supervisor.

Supervisor #1 was very nice. She commended me for my loyalty and excellent payment history, and said that while removing charges that are a result of customer error isn't something they'd normally do, she'd talk to her manager and try to get them off. So she put me on hold (though thankfully without the music)... for almost an hour. Then, the call was dropped.



So, I called back, got through another peon and spoke to Supervisor #2. Supervisor #2 said, point blank, that they wouldn't remove the texting charges. So, I asked to speak to HER manager. I was put on hold for another 30 minutes. Then Supervisor #2 came back and said, "My manager is really busy, but if you want, we'll call you back when one becomes available."

So, here I am, waiting for that call.

I really hope I can get this fixed without having to drop T-Mobile. I like them, they charge reasonable prices and I've never had a serious issue with them until now. But, really -- it's not like I was trying to fleece them out of 1700 texts; they can see that I've always had unlimited texting until now. And it's not like those texts actually COST them $400; if they did, they would charge a lot more than $10 a month for unlimited texting.

But, I haven't yelled at anyone or gotten angry with anyone. (After working in customer service for several years, I know that yelling at employees is just rude and counterproductive.) I've explained that I don't have the money to pay a $400 cell phone bill, and that as a loyal customer I would like to see these charges removed rather than initiate a payment plan for something that can easily be fixed. Honestly, I think it's the least they can do to repay the favor of my service for three years, while other people are switching right and left to Verizon for the Droid or to AT&T for the iPhone.

So, hopefully, the manager will be nice and remove the charges. If not, I'll have to speak to her supervisor, and on up the chain until I get it fixed. If not, I might pay the bill and I might not (I really doubt they'll take me to small claims court over a $400 bill), but I'm definitely not sticking through the rest of this contract with them. They can find someone else to suck dry.

Ok...... Hum.... I am sure you are upset about this.... But I am not sure I would blame their customer service when the mistake was yours...
I am sorry I am being the Devil's advocate here, and I know it is something you don't want to hear... But in the end, you lowered your plan, and forgot to add unlimited text to it. You did make those 1,700 messages, and was charged the correct amount for them under the new plan. There was no mistake on T-Mobile's part.

I know you were a good customer and you paid your bills, but this was your part of the arrangement too - they did their part by providing service, and you did yours by paying your bills.

I have been with T-Mobile for 9 years.... Have they made mistakes? Yes. They just made a $800 mistake to my bill when I want to Brazil - and they rectified it because it was their mistake. They sold me an international plan and in the end the charges accrued completely differently. I had the whole conversation recorded, and knew exactly what was included in the plan... They were great and removed all charges without a problem.

What you are asking them is a favor. Because of a mistake you made. IMHO, you can't just say their customer service is bad just because they don't want to do you a favor you are assuming you deserve. It doesn't work that way....

T-Mobile has one of the lowest plans on the market. It really does.... It does have good customer service too.... I never had a problem.... God, take a look at the prices at at&t. Want to get ripped off? go there.
I can't tell you how many times I had to go over my at&t bills with a fine tooth comb to see if all was correct - same with Verizon.

So.... it is all a give and take IMHO.
But when the error is ours and we are asking for favors, IMHO we can't just go around blasting someone's customer service's because they are not doing what we think we deserve.

No, I'm not trying to blast their customer service. I understand that those people work really hard in a really crappy job (I've done it myself). They were all very nice and polite and professional.

But, I know from experience that just insisting on speaking to a higher up can often get the results that you want, even if the mistake was yours.

Frankly, if I had the $400 to pay, I wouldn't worry about it. I'd just chalk it up to life experience and pay the bill. But since I really, REALLY don't have the money to pay it, I'm going to do whatever I can to avoid having to pay it, whether that be in a payment plan or whatever else they want to do.

I think the larger issue here is a no refund policy that seems to be common to businesses in general. If their policies on this were more lax, people wouldn't be so frustrated with them. And, honestly, it's not like every person who comes along is going to ask for a refund on something; they can clearly afford to pay them to the few who really do need it. It would give companies in general better customer service ratings.

For example, Southwest Airlines, which consistently gets some of the highest customer service ratings in the airline industry, helped my dad out with a similar situation just a few weeks ago. He accidentally booked his flight home for the wrong day and showed up at the airport expecting to get his boarding pass like usual. When they realized his mistake, they simply bumped him to the correct flight, at the correct time on that day, no charge and no questions asked, even though the fare was higher!! Of course, that flight had plenty of seats open, which made it easy, but any other airline would have charged an arm and a leg for change fees in addition to the higher fare. If more companies could just say, "Oh, you've been with us a thousand years, so sure, we'll help you out this once" more often, I think the world would be a better place. (However, I freely admit it would give the people who were going to abuse the system anyway an easier opportunity to do so.)

So, once again. Not blasting their customer service, it's excellent. Just blasting corporate policy in general, I guess. I realize it was my mistake and admitted that to the reps I spoke to, but they're trying to help anyway. We'll see what happens.

Im sorry but I would out the blame on the specific employee who made changes to your plan. I know for my cell company it is a policy to go over your account with a fine tooth flea comb. If you make a change to your minutes and it changes something else then they say well since you did ______ then it will remove _____ would you like to add it back on. They do this for the simple fact of avoiding situations like yours. I would stress to them that you were uninformed that your texting was removed because that is their fault. Im sorry but it is. They should be able to see that thru your past years of service you have had the texting on there and it should be a no brainer especially for a long standing customer.

Oooo I'm not on good terms with T-mobile....well I guess it was Go-Wireless that did the scamming but since Go-Wireless is a Liscensed T-Moblie store, I'm equally as angry at T-mobile as I am with Go-Wireless.
It was a similar problem only to the point that I was too young/didn't have established credit to be able to do a two-year contract. They lured me in saying that I could get on the FlexPay plan. Its a program for those that can't get on the two-year contract, and the customer pays at the beginning of the month instead of the end. They said they use it to find out if the person is reliable making payments then in a year, you can just switch over to a 2-year contract, no questions asked. They said that in that year on the FlexPay, if there was no problems then it was a done deal. So after a year being on the FlexPay plan, and after paying everything on time, I go back to get a contract. Well they say, "Okay, to get you on the contract we just have to cancel your current service then start you up on a new one." That made sense to me. Then all of a sudden, AFTER cancelling my service they say, "Oh it looks like you have to wait 90days for a credit check." That ticked me off, since when I got the Flex Pay they said they wouldn't have to do the credit check again but here comes the kicker, "I'll reactivate your phone for $90. Since I'm sorry, I'll top your minutes off." Oh thanks a lot! You couldn't waive the fee instead? I had literally only used 3 minutes out of my 300 minutes. That totally ticked me off! I was so angry and that wasn't even the end. So, angry, I wait the 90days and go back. All of a sudden the guy is telling me that it was "90-days WITHOUT T-Moblie service" WHAT?! So they expected me to cancel my phone service AGAIN?! Wait 90 days AGAIN? No way! I told them they could shove it up their you-know-what and I cancelled my service then went directly over to Alltel and started up a 2 year contract with them. I called their corporate number to complain and do you know what they said? You know what their response when I told them about what they told me when I was signing up for the Flexpay plan? "Oh. Well, that's just something they say to get new customers." So they pretty much told me they scammed me. I was livid. I still get angry just thinking about it.

Originally Posted by 3CatsN1Dog

Im sorry but I would out the blame on the specific employee who made changes to your plan. I know for my cell company it is a policy to go over your account with a fine tooth flea comb. If you make a change to your minutes and it changes something else then they say well since you did ______ then it will remove _____ would you like to add it back on. They do this for the simple fact of avoiding situations like yours. I would stress to them that you were uninformed that your texting was removed because that is their fault. Im sorry but it is. They should be able to see that thru your past years of service you have had the texting on there and it should be a no brainer especially for a long standing customer.

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That's what I was going to say. Every time I have changed my plan, they have made sure to keep everything added on that I had before. Now, I found a plan with everything included so I don't worry about it anymore. I'm from Canada and with Bell and I have 200 minutes, unlimited nights and weekends, nationwide fab 10 (unlimited calling/texting to 10 numbers anywhere in Canada), unlimited texting and picture messaging and 1gb of data for $55 a month. I know quite a few people with this plan, and have gotten my mom and sister to switch to it too. Does T-Mobile not have anything like that?

Originally Posted by 3CatsN1Dog

Im sorry but I would out the blame on the specific employee who made changes to your plan. I know for my cell company it is a policy to go over your account with a fine tooth flea comb. If you make a change to your minutes and it changes something else then they say well since you did ______ then it will remove _____ would you like to add it back on. They do this for the simple fact of avoiding situations like yours. I would stress to them that you were uninformed that your texting was removed because that is their fault. Im sorry but it is. They should be able to see that thru your past years of service you have had the texting on there and it should be a no brainer especially for a long standing customer.

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Yeah, if it WAS their fault I would have every right to blame them, as the billing peons pointed out several times ...

But it actually isn't, the fault is with me. I changed my own plan online, through their website, with my online account. T-Mobile lets you do that. They let you change your own minutes, texting, data, protection plans, everything.

I think that even though it was your mistake, since you are a good and long term customer, a supervisor should be able to get the authorization to forgive this portion of the bill, which to me is just good customer relations. I'm no fan of T-Mobile - they messed me up a couple of years ago when I changed my actual phone to a better one and they changed the phone number, but failed to terminate the old number. Then they kept billing me for early termination. I finally got in touch with a local T-Mobile supervisor, who understood that it was their fault, but what he did was personally pay my bill for the balance (around 2 or 3 mos) of the contract. I never quite understood this solution as it was clearly their local sales rep's fault. Anyway, so much for T-Mobile with me. Also we live in an area which doesn't get good T-Mobile reception, so AT&T worked better for me. I hardly use my cell phone, just for emergencies, so the smallest pay as you go plan works for me.

Good luck with trying to get this adjusted -- again, customer good will would be the thing T-Mobile should extend to you.

Originally Posted by kookycats

I think that even though it was your mistake, since you are a good and long term customer, a supervisor should be able to get the authorization to forgive this portion of the bill, which to me is just good customer relations.

...customer good will would be the thing T-Mobile should extend to you.

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Yeah. That. That's what I'm looking for, customer good will.

I think they tried to call back twice last night, but each time I picked up the phone, I could only hear intermittent background static and no voice. (And ironically, this was on my T-Mobile phone, the only one I have.) So I said for them to keep calling, and hung up. They haven't called again.

If nothing happens, I'm trying the corporate office on Monday.

Originally Posted by speakhandsforme

Yeah, if it WAS their fault I would have every right to blame them, as the billing peons pointed out several times

...

But it actually isn't, the fault is with me. I changed my own plan online, through their website, with my online account. T-Mobile lets you do that. They let you change your own minutes, texting, data, protection plans, everything.

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Look, Here is my opinion on this situation....
It was your fault, as you stated.... you made a mistake, an honest mistake - it happens.
T-Mobile is a good Company, with good prices, and while there are people as you pointed out going to Verizon and At&T all the time for the iPhone, T-Mobile has 2 of the best android phones on the market today - The Galaxy SII and the Amaze 4G. And, nobody gets close to their prices. Try getting unlimited minutes for $49.99 from at&t or Verizon. You won't get it. It is that simple. I know people who pays hundreds of $$$$ to have the same thing I have on T-mobile; only I have unlimited everything - included international calls, national and international text, mms, data, THE works. I pay a fraction of what anyone pays outside of T-Mobile.

So, with that stated, here is what I would do if I were you.....

I would call back, would be really nice, and would explain the situation again, saying that you really want to stay with T-mobile, and if there is anything they can do for you. That you didn't realize about the text messages - and that this never happened before.... That this is a one time thing and that you'd really appreciate their help.... You will need to suck it up on the holding and talking to supervisors, explaining the situation patiently over and over again.... I do think you can get this done....

Look, I don't think we just deserve things because we deserve it, or because we are "customers". IMHO, life doesn't work like that.... We don't deserve things just "because"..... Maybe I am not that young anymore, but I don't have this sense of "deserving" anymore - I think we earn it. I KNOW you have been a good customer - I know that.
But we have to understand here, when we make a mistake, we have to earn it too. Simply, T-Mobile was not in the wrong here. They are not to be blamed. You have to take responsibility to it, and deal with it. Try to resolve it if you can, if you can't you have to deal with it. Because in the end, you made the mistake - they didn't.

Understand I have nothing to do with them, not related to them at all.... But I do see things either fair or not, and I think you can still solve this situation if approached on a different manner. Even if you don't solve it, I do think you might want to consider living them, as other carriers will add up to that cost in a matter of a few months depending on what you get, in over charges - especially if you go with at&t.

Good luck - take a deep breath, and try again -

I agree with Carolina. I've also been with T-Mobile for awhile and I've found their customer service to be very good in general.

However, Carolina- you mentioned the $49.99 unlimited plan- did you know that you cannot get that plan if you get your phone at a discounted price w/ a 2 year contract? You can either get the discount on your phone (i.e. not pay $500 for that shiny Galaxy S II) or you can get a discounted plan... but not both. That's a stipulation that's not mentioned anywhere in the commercials or advertising- DH and I wanted to swap to that plan and the CSR explained it to us. He was super cool about it and we were fine with it in the way he explained it, though.

Originally Posted by orangeishcat

I agree with Carolina. I've also been with T-Mobile for awhile and I've found their customer service to be very good in general.

However, Carolina- you mentioned the $49.99 unlimited plan- did you know that you cannot get that plan if you get your phone at a discounted price w/ a 2 year contract? You can either get the discount on your phone (i.e. not pay $500 for that shiny Galaxy S II) or you can get a discounted plan... but not both. That's a stipulation that's not mentioned anywhere in the commercials or advertising- DH and I wanted to swap to that plan and the CSR explained it to us. He was super cool about it and we were fine with it in the way he explained it, though.

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Yes you can.... I can.... I am not sure if you can, but I can.... The galaxy GS2 for my upgrade is $229 right now, keeping my plan if I renew my contract.... thing is, I don't want to spend that $$$. I want the phone, but I am watching for promotions - I called in for that phone several times. I am due for an upgrade now for quite a few months and have been eyeing this phone for a while.... I have been waiting for that phone and been drooling over it. Had Several conversations with them, went over my cost, and so forth. My cost IS $229, not $500 - see the image i just took of my account online.... I could upgrade/renew my contract right there if I wanted......
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orangeishcat, that's a situation where I would probably ask to speak to a supervisor.... Because if I can upgrade to that phone having this plan, it would make sense for a person who has the phone to be able to get the plan as well, being already a customer.... Not sure of what all the specifics are.... I just know that I am in that plan, and that I can get full upgrade discounts continuing in my plan.... therefore you should be able to do the same ;-)

By the way, I just checked - I simulated getting a new account online the $59.99 unlimited plan ($49.99 talk + $10 unlimited text) - and the Galaxy S2 sure is there for that plan for $229..... all the same..... Not sure what happened to you, but that is not right if is offered to new customers AND as an upgrade.... I would call them back.

Well... awesome! I may need to call them back for sure.

I think the main problem is that I'm not eligible for upgrade- I just got my Sidekick 4g in May. They wouldn't let me switch my plan to the $49.99 because they said I got my Sidekick on a special rate, and they'd have to charge me like a $500 cancellation fee. Do not want!

Originally Posted by orangeishcat

Well... awesome! I may need to call them back for sure.

I think the main problem is that I'm not eligible for upgrade- I just got my Sidekick 4g in May. They wouldn't let me switch my plan to the $49.99 because they said I got my Sidekick on a special rate, and they'd have to charge me like a $500 cancellation fee.

Do not want!

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Yes.... I would call them for sure Often when I talk to them they go over my plan to know if I have the best plan for myself.... It would make sense for you to be able to go to that plan too... I understanding not being able to get the new phone at this point, but you surely should be able to change plans... you are not cancelling it, just changing...

When we got the Droids last December, there was a mis-communication between the Verizon guy and me. I know I wanted unlimited internet and texting and I also know that that's what he told me. I wasn't concerned with phone minutes because everybody I talk to for the most part is on Verizon, too. I even said to him, "Now, just to be sure (and yes, I'm anal!), we have 700 minutes, unlimited internet, and unlimited texting. Is that correct?" And he told me, Yes, that was correct.

Well, Rick and I text quite a bit throughout the day and, about two weeks later, I got a text from Verizon that we were close to going over our texting limit. That night we went to Verizon and I talked to the same clerk. We would have owed over $100 just for texting, even though I had specifically said I wanted unlimited texting. He didn't charge us....it was definitely a mis-communication between the Verizon clerk and me and we were OK. We didn't have to pay the money. And I didn't even have to go over his head to a supervisor or anything.

I'd definitely try to get it cleared up. They want your business and they should be willing to work with you.

I tend to agree with 3catsN1dog. Whenever I have changed phones, plans, added or took off stuff, the employee (this is Verizon) goes over all my plan features, so that I have exactly what I expect I have. I normally go home and do a recheck on the verizon wireless site to make sure my texts are unlimited since I send about 1000 a month and my daughter and son each text about 10,000 (no, those are not too many zeros) each. If I didn't act like an anal retentive crazy woman, I'd be paying thousands a month for my family plan, and it only comes out to about 150 for 4 phones, 3 data plans, unlimited texts and 2000 minutes. (My husband only uses phone minutes, no data or texts)

I think store policy should be to completely go over every plan when a person changes anything. I'd just tell them that you assumed they had transferred the same plan to the new phone, and if it wasn't you should have been informed.

I'm sure they'll probably do the right thing, but if you threaten them with leaving, they'll probably tell you it's a 300.00 (or some other ridiculous amount) cancellation charge.