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T-Mobile NOT Military friendly, says elderly's fault for phone being stolen albuquerque, Internet
7th of Dec, 2011 by User828564
I went away for training for the military since I'm being deployed to OEF soon. While I was away, my mother's phone was stolen. She did not know it was stolen, she is disabled and doesn't use it often it is only there for emergency situations. I didn't know it was gone until I got a bill in stating that we owed $200 more than the usual amount. I call T-mobile to find out why, and realize there are odd numbers to South American countries on it for both voice calls and texting. I said, "I didn't even know it had been stolen until just now!" and the t-mobile rep states, "well, you're not going to like the bill that is coming to your house soon then. It's for over $2000." T-mobile says that there is nothing we can do since I was unable to report it stolen. I told them I certainly would have noticed it was gone if I hadn't been gone at training, but there is no way I could have known until now. They have hung up on us twice while trying to get this issue resolved, and the third time I talked to customer care I had one lady tell me, "Well, since it is the holidays we can try to extend your service until we resolve the issue, and then we won't shut off the phone," then switched me to finance, who told me that yes, they would keep our phone lines extended, if we made a committment to pay the entire amount of the bill. My father paid $500 on top of the entire $456 bill from last month to try and keep the lines open and working for christmas. Now they're saying that isn't enough, and that they will shut off our phones if we don't pay the bill. They tricked us into paying some of the bill to keep the lines open for christmas, then said they'd shut it off anyways since we didn't promise to pay all of it. I asked when they would shut the phones off, and they said they have no policy or system on that, that they just judge it on the amount owed and the history of the bills paid previously. They said they'd put a note in our file saying that we're speaking to customer relations on the matter, but that that would not guarantee us our phone lines staying on. They also claimed they had no number and no possible way of talking to customer relations and that I'd have to write them a letter by hand. Which is odd, since in 2 minutes of searching online I got the numbers to EVERY customer relation representative for the executive branches. I called every number, and left a message with the ones that I could. We filed a police report on the issue, since the amount of calls to other countries suggests that someone was using this phone for illegal activities, and we've already filed a complaint with the FCC on the issue. I asked T-mobile why they would not take any responsibility on the issue. Me: "We're a small business. Sometimes, the post office messes up a package. It isn't our fault, but since it isn't our customer's fault and we're the ones providing the service, we take the responsibility for fixing it. Why can't a large company do the same thing? Even if this isn't the normal policy for you, why can't you make it happen anyways? Does the fact that I have to be at training for my deployment mean anything? Doesn't the fact that we have had a year's worth of consistent billing cycles and on-time payments for those mean something? I can give you the date and time it was stolen based entirely on the call transactions and the bill itself." T-Mobile rep: "Look. We credited your account $100. You're putting words in our mouth by saying that we're putting the blame on you But we're not to blame for this, you should have been tracking your phones more carefully. We also cannot retroactively put in a date a phone was stolen, so it was stolen as of your call here. Our policy states there isn't anything we can do, so I'm sorry." *click.* We reported it stolen before the $2000 bill, but since billing cycles are a month behind they still count it as being reported after those charges. I think the part where they try to trick us with some "its the holidays so we'll help you" scheme to promise to pay is the worst part about it.

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