My T-Mobile phone doesn’t work — now what?

Cellular tower, waiting to be disconnected. / Photo by Gary Lerude – Flickr
Question: My daughter and I have been experiencing problems with our T-Mobile service, and we need your help. I’ve made multiple calls to T-Mobile and received the exact same responses: “You’re not the first person to call about this problem, and a ticket has already been opened,” and, “Remove the battery and SIM card and put them back in.”

I saw one of your recent columns, and I took your advice and sent a very long email requesting that my accounts be canceled, without penalty. After a month, I received a generic letter stating T-Mobile “can’t guarantee service in all areas.”

It infuriated me. I’m not asking for service to be guaranteed in all areas. I should be able to expect adequate service in areas where there is service. Unfortunately, that is not the case.
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Help! T-Mobile wants to charge a $200 cancellation fee

Question: I recently canceled my T-Mobile contract due to lack of coverage in my home neighborhood. I have tried to resolve the issue many times.

The first three or four customer support representatives told me that I was in an excellent service area and that the problem was T-Mobile’s and would be fixed within 72 hours. I called back after 72 hours and escalated the request to a manager, who told me that I was in a very low coverage area and that the only resolution to the problem would be for T-Mobile to build more towers. As you can imagine, this was very frustrating.
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My mobile phone doesn’t work — how about a refund?

Question: Ever since we started our current contract with T-Mobile this March, my wife hasn’t been able to place or receive calls or text messages at work.
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How do I get T-Mobile to stop billing my dead friend?

Question: My friend Adam died March 3. He was disabled and lived with my family.

I called T-Mobile to notify it the day after his death. I was told that since he had no contract and was paying monthly that his account would simply cancel out for non-payment.
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Sherry E at T-Mobile wants more of your money after your phone is stolen (don’t worry, it’s for your protection)

Ah, red tape! There’s no worse time to run into it — bunches and bunches of it, in this case — than when your property is stolen and you’re just trying to do the right thing.

Such is Bruce Scotton’s dilemma. After his T-Mobile cell phone was swiped from his checked luggage on a flight from Panama City to Los Angeles, he immediately reported it to the company — but not before the thief ran up $103 in charges. T-Mobile agreed to spilt the difference with him, but Scotton believes he shouldn’t be liable for any of it, since he reported the theft as soon as it happened.
Read more “Sherry E at T-Mobile wants more of your money after your phone is stolen (don’t worry, it’s for your protection)”