Wednesday, September 12, 2012

Open Letter to T-Mobile Customer Care


T-Mobile Customer Care
P.O. Box 37380
Albuquerque, NM 87176-7380



To whom it may concern:

I am writing to you in regards to account number XXXXXXXXX which was inactivate on August 9th, 2012.  The cell number that was attached to the account was XXX-XXX-XXXX which was originally established in 2002.  The purpose of this letter is dispute the final bill on the account which I received by mail on 9/11/12 in the amount of $60.16.

The bill reflects charges from 8/3/12 – 9/2/12.  On August 9th, I ported the cell number to a different service which inactivated my T-Mobile account.  I fully expected a bill that reflected partial charges covering the 8/3/12-8/9/12 dates.  The bill I received was for a full month of service.  When I called your customer service line, I spoke with a representative who explained that the terms and conditions listed on your website state that the charge is valid.  When I asked to speak to a supervisor, I was placed on hold for roughly 15 minutes before being disconnected.  When I called back, I was again placed on hold and eventually spoke with Briana F, a supervisor in the call center. 

I asked Briana to please send me the contract that I signed where the terms and conditions listed on your website were acknowledged.  Briana explained that she could not do that because she does not have that information again, she directed me to the website.  My complaint and dispute is that simply adding new terms and conditions to your website do not prove that they have been acknowledged by the customer.  I do not question that I should pay for service for the portion of August I held an account, I dispute that I should pay for the entire month based what is listed on your website.  Your Customer Service team stated that the only time I would have been made aware of this is when I originally signed up for service back in 2002.  Furthermore, they stated that had I cancelled the number, I would not have incurred a charge for the full month.  These are their words.  I would like some proof that I acknowledge these terms other than “please go to the website” as website pages can be updated at any time and simply posting an update without user acceptance seems like it is cheating the consumer.  In addition, it seems shady that if I terminate the number there is no charge but if I port it there is.  This seems like a “jealousy” tax.

The resolution I would like to see is simply an adjustment to my bill reflecting the usage from 8/3/12 – 8/9/12.  I would also like to formally acknowledge my dispute of the charges so no interest rates accrue while this is being sorted out.  Please be advised that short of resolution, I will continue to dispute the charges through the proper government consumer channels.

for information on how to submit a complaint regarding billing practices to the FCC or the Attorney General, please visit: http://www.the-cell-phone-advisor.com/file-your-cell-phone-complaint.html

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