T Mobile
Complaint 132345 Details

On or about May 25, 2012 I went to the T-Mobile branch store on I-10 to purchase a charger for my cell phone [I had left my charger at my brother's home in Beaumont]. They told me I should up-grade as a new charger would cost more. So I did. Since I very seldom use my cell phone it was several day before I did try to use it. It did not work - some message about an "emergency"??? So I took it back to their store and they did something to it and I came back home. I AM 83 YEARS OLD & CANNOT & DO NOT GET AROUND &/OR DRIVE THAT EASILY. So I called Customer Service and they said to take my cell apart and give them the number on the sims (?) card and I did. They informed me that the number had never been put into the system - or something like that?! So the customer service said they would do so. After a few days I tried to use it again and it DID NOT WORK, AGAIN. I , AGAIN, called customer sevice and they said they would send me a replacement cell phone. By now several weeks have passed and I am still without cell phone service. Then I receive an email that my cell phone order would soon be sent. I did not order a new phone it was a replacement BECAUSE THEIR EQUIPMENT WAS DEFECTIVE. By now, I am very angry and upset and called customer service that I wanted to cancel my business with T-Mobile. She then informed me that I would have to pay a $200 cancellation fee, for breach of contract.....I AM NOT THE ONE THAT IS NOT IN COMPLIANCE WITH THE CONTRACT...T-MOBILE'S SERVICE AND DEFECTIVE EQUIPMENT IS THE PROBLEM!!! Then on top of insult to injury, they send me a bill for the month of service that I did not receive. I requested an adjustment and they declined. And they sent a new REPLACEMENT phone and said that I must return the defective equipment within 7 DAYS or I would be charged a fee. I would like to cancel my service with T-Mobile......BUT I DO NOT THINK I SHOULD BE CHARGED A CANCELLATION FEE BECAUSE OF THEIR BAD CUSTOMER SERVICE AND DEFECTIVE EQUIPMENT. I wrote a letter on June 23, 2012 to their office in Dallas giving them this info and to this date have not received a reply. I also went back to the Houston store on July 2, 2012, where I purchased both my old and new phones and spoke to the manager...gave him all the details, also brought the replacement cell phone and he put the old, defective cell in the return box and told me to take it to UPS, which I did. He also informed me that he could not contact the corporate office to make any kind of adjustment on the charges. WHAT SHOULD MY NEXT STEP BE??