Comments on: T-Mobile’s Insecure Website

By: Eric Metz

Eric Metz — Wed, 23 Apr 2008 20:36:51 +0000

I would have liked to have posted my following letter on their webpage, if they had not repaired their code.
Dear Ms. Susan Nokes, Chief Customer and Operations Officer, T-Mobile,
I am sure that you recognize T-Mobile does not always provide a dropped-call-free service. Because of this, customer service is important.
I have been a customer of T-Mobile for many years longer than my account shows, 5 years. I have had to speak with customer service personnel in the past to request credit for dropped calls and my having had to reconnect which has resulted in additional minute charges to my account.
Today, the customer service personnel were mis-interpreting T-Mobile policy attempting to tell me that credit is not given when calls are dropped unless they are dropped within one or two minutes of FIRST having initiated the original call. By that I mean, I was told that T-Mobile’s credit policy is different if the call drops one minute after making connection or if the call is dropped thirty minutes of having made the connection. This makes no sense at all. If a call is dropped, the call is dropped.
T-Mobile’s credit policy should allow for crediting back the time required to re-establish the connection. In the past, I have received credit of one minute for re-establishing connection if my second call was made within three minutes of the first call being dropped.
Now, Sara (T-Mobile employee ID 8474274), a supervisor, refused to provide credit for having had to reconnect unless the first call had been dropped within two minutes of having been made. Sara refused to let me speak with her supervisor or any other supervisor to resolve this matter. I informed her that I wanted to resolve the matter at that time (since I had already spent a considerable amount of my time on the phone with the customer service department, about twenty minutes. I was flatly told that there was no supervisor available for me to talk with which I could not believe as truthful. I received the clear impression that she merely wanted to brush me off and hope I would go away.
I am entitled to credit for dropped calls. If T-Mobile refuses to do so due to its poor telephone service, then I should be allowed to cancel my contract with T-Mobile without penalty to me. Would you be willing to provide such authorization?
All I ask for is that you ensure your personnel properly know and apply crediting policy and that I be credited for my dropped calls.
I am very dissatissfied with the customer service I received today. It appears that T-Mobile is penny-wise-and-pound-foolish when it comes to crediting minutes for customer complaints. I wanted you to know that I attempted to telephone the executive offices and the switchboard operators would not put my calls through as they related to a complaint.
Regards,
Eric Metz

By: worst website I've ever used

worst website I've ever used — Tue, 18 Sep 2007 01:01:38 +0000

Can you say “horrible website”? Good, because that’s exactly what it is…the most horrible consumer website I’ve ever experienced. There are errors I’ve never even seen before in my 11 yrs of technology. No matter what day, month or year I use the website, I *always* encounter an error or “system down” page. Joy.

But hey…the part of the website where you sign up for their sh*tty service works like a champ! Figures…

By: Richard

Richard — Wed, 11 Jul 2007 22:57:01 +0000

Words cannot describe the disdain I have for the lying thieves at T-mobile. I was lied to to get me to change from my old ATT service which was out of contract $69.00/month for 2 lines FREE incoming and 1200 minutes anytime with free calls on weekends and after 8:00PM. I was baited by T-mobile to switch because Cingular bought out ATT. Froze the plan and wanted me to sign u for a two year contract at a higher rate with less minutes just to be able to get my teenage son added to the plan.
The SOB’s at T-mobile sold me a plan they claimed to be the same as what I had except free calls started at 9:00 PM. I told my teenager he could receive calls but not call out during peak time.
My first T-Mobile bill was $963.00 and they refused to offer any relief. Infact they wanted payment in full by the due date or it would be turned off and I would be sent another bill for $800.00 to cancelthe lines. They lied about unlocking the phones. They argued that I should know incoming calls would be charged against my minutes and it wasn’t the idiot salesman’s fault he didn’t know I had free incoming on my old ATT plan. They sent me a survey where I trashed them and got a call from “Customer Service” I explained why I was unhappy and the girl said she could get $800 of the first bill credited back. 3 months lated they called me back and said FU were not giving anything back. I don’t use the phone yet my bills come in over $100/month while my old ATT was $70 and I used the phone without worry. I was in Chile last week and turned on the phone to use as an alarm clock and it rang with voice mail notices. I did’n answer but still got wacked with a $6 charge for the unanswered ring. After we take care of Al Queida the next target needs to be these thieving cell phone companies like T-mobile. Their un-ethical busness practices are the subject of their “humerous TV ads” it would be funny if it were not true. 15 months and counting.

By: Anonymous

Anonymous — Wed, 13 Jun 2007 16:04:22 +0000

Well, being a T-Mobile employee here in The Meridian Call Center I can certainly tell you that our biggest challenge are the jackasses that we have on our senior management team. Our phones and rate plans are wonderful and our customer service is tops in the industry. This site has a cult atmosphere with mormons running this place. .

By: Anonymous

Anonymous — Sat, 26 May 2007 00:55:45 +0000

Wow, all you guys need to get a life, don’t you guys have anything better to do than b%#*$ & moan about T-Mobile. The time u just wasted talking about the service you should be mad at yourself NEWS FLASH your the ones who are using the phones & making the bill high, ur all dumb a—- GET A LIFE

By: Mack

Mack — Mon, 14 May 2007 23:52:36 +0000

I also am unhappy with T-Mobile. I had Sprint and wasn’t pleased with their coverage so switched to T-Mobile with no roaming charges. They forgot to tell me that 90% of the time you are out of their area you have no-service….. So Roaming charges are not an issue.

Also I get a lot of “network Busy” when trying to make a call when I do have some signal. Their coverage map shows I should be able to make calls from my home, but may have to be outside. Most of the time, even outside I have no signal - so their coverage map is optimistic.

Even when I get a signal and make a call, it’s not unusual to have it dropped, and when I sometimes have two bars, the conversation is not intelligible.
And a lot of times their echo suppressor does not work so I hear myself talking. All in all not a carrier class service provider. They should be sued by all users.

Friends who have ATT in this area have no problmes.

Also when in Louisiana, where their coverage map shows I should be able to make a call, I have no signal at all.

Am stuck with them for another year unless I pay to get out of the contract. In my experience, their advertised coverage maps are very optimistic and sometimes outright wrong.

By: John Doe

John Doe — Sat, 11 Mar 2006 06:09:49 +0000

Here is what you should do…It sounds like a system error in the billing…First you have the 1600 Min Family plan for 99.99 right? Well T-Mobile now has a 2000 Min Family Plan for 99.99, switch to that plan as it will protect ur minutes for you,,,next you said that you pay 14.99 for unlimited text messages on one phone…T-Mobile just came out with a 9.99 Unlimited text messages which covers all phones on the family plan…so resolution is pay 5.00 less per month and if text keep being billed as minutes you may want to try switching the phone number but be aware there may be 15.00 charge for changing a phone number so tell them you are changing the umber to avoid harrassing phone calls to avoid this charge.

By: Marsy

Marsy — Thu, 02 Mar 2006 18:57:18 +0000

Where to start? Well…T-Mobile is by far the most illegitimate, unscrupulous and illegally run operation I’ve ever encountered. We have four phones under a shared 1600 minute plan. One of the phones has a monthly $14.99 surcharge for unlimited text/instant messaging. Fine. But, our December 2005 billing came in an 8 1/2×11″ envelope at a whopping total of $1086, !?!?!wtf!?!?!?

They had charged us $0.35 as used minutes for every single text/instant message on that phone. On top of that, because each was charged as a minute–they chewed through the 1600 minutes and charged all phones for minutes over the 1600 limit.

It took several weeks, calls and emails to at least six different T-Mobile customer support “specialists” and their business care email address to get the problem resolved. Each call ended in the following. “We are going to give this to our offline billing department…we’ll get back to you within one week.” Finally we got the fictitious charges cancelled from the bill.

January’s bill comes–and they have done the same thing again, with the same phone, with the same outcome–a bill of $966.02. Same s**t new day. Again with the repeated phone calls, repeated run around, repeated, wasted time. Finally, again we get the bill credited for the fictitious charges.

February’s bill comes–and they have done the same thing AGAIN, with the SAME phone, with the SAME outcome–a bill of over $680. We haven’t started round three, but I am convinced now that our only recourse is through the courts, binding arbitration or…

Having scoured the terms and conditions agreement, it is clear to me that the only way to get billing disputes logged with them and potentially resolved is in writing to the address listed in section 2 of the Terms and Conditions. Write about any illegitimate, illegal or fictitious charges on your bill to this address:

Customer Relations
P.O. Box 37380
Albuquerque, NM 87176-7380

You should understand that you can also take T-Mobile to small claims court for any illegal, illegitimate or fictitious charges. This may be your only protection if they unilaterally decide to hand your bill over to a collection agency for a new set of hounds to ruin your life. In our case, they have dealt with us in “bad faith” at every turn.

If (when) you are unable to get a result from their customer relations, you must “serve” T-Mobile by sending all paperwork and a description of your complaint to this address:

Corporation Services Company
1010 SE Union Ave. SE
Olympia, WA 98501

Then you can contact the–American Arbitration Association for a disposition. Their phone number and web site are:
800-778-7879 http://www.adr.org

Our contract with these thieves ends on March 29, 2006—Independence day, Bastille Day or whatever you want to call it. With every breath I spend talking about cell service providers I promise to utter “Death to T-Mobile” each and every time for every waking day of the rest of my life.

Whew.

By: Steph

Steph — Mon, 27 Feb 2006 01:57:27 +0000

I just signed up with Tmobile as of 2/22/06 (BIG MISTAKE OBVIOUSLY) And I am ready to scream at the top of my lungs I HATE T MOBILE!!!!!!!!!!!!

I can’t access the infamous mytmobile.com website because it keeps telling me there is an unexpected error and sorry for the inconveinence! I’ve called numerous times to inquire about why I can’t access this. Then they tell me it’s happening nation wide but they are working on it but can’t give an ETA. WTF??? Get it straight, I am expected to pay you money but you can’t provide for me? I think I am going to turn around and send this phone right back. Screw a termination fee! It’s just not worth it. I signed up for caller tunes but Can’t access any on their site, I can’t view anything under mytmobile.
WHAT A FREAKIN’ JOKE!!!!!!!!!!!!!!!!!

By: Mike

Mike — Sun, 29 Jan 2006 04:44:16 +0000

T-Mobiloe user beware. I took a trip to mexico last year, and suck-mobile uses a vender for international coverage named moviestar.My rep stated that apon arrival in mexico my phone would auotmaticaly switch over to a international phone carrier. This did not happen and i was able to phone customer support after burning up a substantional amount of time on the phone waiting for the right tech some one with t-mobiloe that would help me i finally was walked through the process of manually switching the phone over to this international carrier (movie star). well then the carrier moviestar sends me a message with a new number to access my voice mail. the number dials to a computer generated operator in the mexican language that tells me the number i have reached is not avilable. remember every number i call moviestar will get a portion of my money so with that stated i now proceed to call movie stars help number another number sent via message to my phone I also am unsusseful in reaching some one with this number to try to explain why im unable to access my voice mail. My only other option now is to call suck-mobile to find out why im not able to access. so I call suck-moblie and im put on hold for 30 minutues waiting for customer support,i try to call again time after time there is no customer support , This process is happening over days and is frustrating my vacation. when you call t-mobile customer support there is promp for whether you have blue tooth phone I dont have this set up but say that i do in hopes maybe i can reach someone that can help me so i can find out how to access my voice mail I finally get through but am rerouted because im not blue tooth registered waiting again for customer support for 30 minutes with no response i give up. Time after time there is no customer support
upon returning from my vacation I call suck-mobile to complain about there lousy customer support for international travelors. lo and behold all of these problems fall on moviestar. now to finalize ive got phone charges on billing for accessing my voice mail which I never was able to access with those phoney numbers bottom line do not go with t-mobile they are crooks and with movie star tthey will sap every penny you have while you are trying to resolve there failures. Im currently fighting with them over this situation. I have had coverage area issues with t-mobile that also has been a painful dealing experiece. come this September im dumping them. foriegn traveler or home user beware.