T-Mobile

T-Mobile We Will Not Let You Cancel Bellevue, Washington

16th of May, 2011 by User884726

I was assured that the area where I lived was in TMobile coverage area. However, that was not quite accurate. I must drive approx 2 miles from my house to use the ?EDGE network and have not been able to connect to the '3G network' as of yet. I had to purchase a Wi-Fi router for my home solely so that I would be able to use my phone while at home. I activated the phones on 4/27/2011 and they were disconnected on 4/28/2011 for non-payment.
After speaking to someone in Flex Pay dept. (4/28/2011) my service was reinstated only to be disconnected on 4/29/2011. When I speak to someone from the Flex Pay department, they insist that I haven't paid for service and will not have service until I give them a payment of over $200.00. I do have a receipt from TMobile stating PAID IN FULL. I would contact the sales department (who could see the payment in the system) and they would do a 3-way call with the Flex Pay department and inform them of the payment, as soon as the sales representative would get off the phone, the agent in Flex Pay would begin demanding my credit card for a payment. This continued daily until 5/1/2011, when I began to deal with the Executive Response team. When I check the services listed on my account (on the website--I do have screenshots of this), or speak with a representative from the Flex Pay department, it shows that I have two instances of insurance on one phone and no insurance on the other phone. The receipt from TMobile shows 2 paid instances of insurance. I spoke with Brian Watson of the Executive Response team on 5/01 & 02/2011. I have copies of emails from TMOBILE confirming my order, screenshots of my account info from their website showing services different than I ordered, packing slips and receipts from TMOBILE showing services ordered and proof of payment.I e-mailed scans of the PAID IN FULL receipt and copies of the website screenshots as he requested. I have received no response. I contacted TMobile Customer Service and was told by agent that Missing Payment Department has noted on my account that I have not paid, that no additional investigation would be done and that no credits were to be issued to my account. They are insisting no payment was made. I have left over a dozen voicemails for Brian Watson to contact me. I have not been contacted by phone, email or USPS. I have returned all devices, including accessories and literature, in the original packaging, and included the completed Return Form via UPS (per their specific instructions) and have confirmed TMobile's receipt of the package. This was within the 20 day return time limit; however, I was informed by billing agent that I would be charged early termination fees because they will not cancel my account when there is a balance due. I was informed by billing agent that if I did not pay over 200 dollars (I have receipt stating PAID IN FULL for 204 dollars) that I would be sent to collections and reported to a credit bureau. I have sent additional e-mails seeking assistance. I have not received any response as of yet. I have called for assistance and I am told that I need to pay or I will be sent to collections. I have left numerous messages with the executive response team and have not received a response as of yet.
I have provided information to them as they requested. I have left voice mails and received no response. The only info I can get at this point is that TMOBILE is billing me for the 204 dollars plus early termination fees and will be sending the account to collections. I have filed reports with FCC, FTC, WV Public Service Commision, WV State Attorney Generals Office, BBB, the Consumerist, My3cents, and scam report.

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