Dear Editor,
Last month I got a new cell phone from T-Mobile. At the time of purchase, I was with my boyfriend helping him pick out a phone. The sales representative talked me into getting a phone also by telling me that all minutes between T-Mobile phones would be free. This is the only reason I decided to switch from Sprint to T-Mobile.
I just received my first bill for $689. When I contacted customer service and proceeded up the line to managers, I was told that they would do nothing to help me resolve the problem. I spoke to the dealer who sold me the phone, and he said tough luck.
I proceeded to send e-mails to all of the corporate officers of T-Mobile. I was finally contacted by someone from the office of the president of T-Mobile. The only assistance he offered was to credit my phone for six months for the additional charges that would be incurred for mobile-to-mobile minutes, although he advised that this would decrease the minutes in my plan. I counteroffered and asked him to credit my account for three months and to place me on a month-to-month contract. He refused. I told him to cancel my contract as I no longer wanted to do business with a company who was willing to lose a new customer over its own mistake instead of losing $300 in credited services. I advised him and all of the corporate officers that I would be letting all my friends and family know how lousy T-Mobile is, and that I would be certain to make people aware that this is how T-Mobile does business.
Carrie Thornburgh
Denver
