T Mobile
Complaint 86663 Details

T-Mobile
Note’s and Dates; of all calls.
Date 11-28-2011
On this date I called T-mobile about whether a 4 g. phone would work better in our area because phones we had for over 2 years were not working at our home without having to go outside.
They told me we needed to buy a 4 g. phone and it would work where we lived, But in ordered to buy it I would have to sign up for a 2 year contract. I asked if the phones do not work if I would be stuck with them, and locked into 2 more years with phones that do not work at our home. I was told no, and all I would have to do is send them back in 30 days. And when they were received I would get my money back and the contract would be canceled.
So I ordered 2 phones ( My touch HG.) 1 in violet and 1 in Gray.

Date 12-2-2011
Received phones in mail.

Date 12-3-2011
I called T-mobile to get help setting up our phones. We cannot get ether one to work.
T-mobile customer service tired to help but could not get them to work. So transferred us to tec. Support. Tec. Support could not get them to work so they said they would keep trying to boost our signal on there end, and to give it a couple day to work.

Date 12-16-2011
I called T-Mobile to let them know the phones were still not working and we were going to send them back and I wanted out of my contract. I was told they would extend the contract for return,and I needed to talk to Tec. Support because they had the work order, And I was transferred over. I restated the phones were not work and I wanted out of my contract. I was told I could not get out of the 2 year contract till they sent a tec. Out to our area to check the tower for problems. I asked when this would be done and was told up to 7 work days. And for me to call back after that.

Date 1-5-2012
Called T-mobile with phones still not working at our home, have to go 1/4 mile from home before you get signal. I told them I was not happy with phone and was sending them back. Costumer service looked up work order on phones and told us the tower was checked out and working fine. And to go ahead and send phones back and they would extend the contract till phones were received. And put a note in our file as to the problem with the phones and dates we had called to fix this problem.

Date 1-13-2012
Sent phones signature Confirmation received by and signed for by Lois Ullman.

Date 1-13-2012
Called T-mobile to see if they received phones and gave them the tracking #. They said they show they have received them but they were not logged in as of this date, and to call back in a few days and they were sure they would be logged in.


Date 1-18-2012
Called T-Mobile to see if they had our phones. Gave them all the info on them. They said they show the phones are there, but they cannot find them, But they would put a work order in to find the phones. And put a note in our file we sent phones back. They told me not to worry it would get fixed.
And I was promised a call back this time in a couple days.

Date 2-6-2012
Called T-mobile because the phones and now other fees are being charged to me. And they have the phones. Was told it was just a mistake and they would fix it. Went though trying to find the phones and was told they could see they were there, But still had not been logged in. I asked about all the fees and was told once more that the problem would get fixed. Also was told the phones were only 79.00 each. And I asked why we were charged 337.97 They said they would have to look into that and call us back.

2-7-2012
Called T-Mobile with same problem and went through the hole thing again with looking up tracking #. They said they could see it was received but could not fine it, and could not help us at this time till phones where found.

Date 3-8-2012
Called T-Mobile with same problem, once more was told the phones are there but lost. At this time was given the email address for Contract review and told we would have to email them to fix this problem. I had customer service review our file at this time and give us the dates we called, and what the call was about. There notes match our notes at this point.

Date 3-10-2012
Email sent off to Contract review with all our info about problem and how to contact us.

Date 3-10-2012
Called T-Mobile because we received a bill today dated 3-2-2012 saying we had 10 days to pay 837.04 or our account would go to collections. Costumer service sent our call to the supervisor name (James). We told him the problem he looked it up in our file and said the phones are lost and as far as he knows we did not even send them. I asked to speak to his supervisor, Name (Bob R.) and was told the same thing. And to contact USPS maybe they could find them. When I told him they were signed for he just said as far as he could tell a empty box with no phones in it was what was signed for and the mailman took the phones. Then he gave us the address of there legal dept. And said we could write them, or have our lawyer write them.

Date our bank was billed for the phones
11-30-2011
Amount $337.97

Date charged for braking T-mobile Contract 1-27-2012 Amount $400.00


Date charged for service not recived 1-27-2012
Amount $ 139.97

Total bill as of Date 2-28-2012
Amount $859.04

Amount we believe we owe $0.00

Amount we believe you owe us $18.90

T-Mobile Please do the right thing and keep your word and fix this problem.
Sincerely Daniel A. Miller