David is very unhappy with T-Mobile. Last month he upgraded to a PDA phone in order to receive his emails on-the-go, as so many of us do. Anyway, after some confusion about what features are necessary to accomplish this, David added text messaging to his account via T-Mobile’s website and the emails started flowing on in.
Unfortunately for David, when he checked his bill today it was twice what it was supposed to be. WTF?
David called T-mobile to tell them that he’d added text messaging and did not want to be charged for 1000 individual text messages. They immediately apologized for the obvious error and corrected David’s bill. No, just kidding. They called him a liar.
“They all told me “Well, there’s no record of the transaction so we have no proof you actually did what you’re saying you did.” I don’t know, maybe it’s me, but it just doesn’t seem like good practice to say your customer is lying.”
Sure it is! Don’t you know that all customers are pathological liars? Silly David. You’re so in denial, you don’t even know you’re lying.
David was eventually offered a refund of 39.99, not even half of T-mobile’s mistake. When he refused Bobbie (ID # 064236) told him, “she could actually reverse the bill…But she wasn’t going to because they had to “balance the needs of T-Mobile and the customer.”
We think the need of the customer was to get his email on his phone without getting charged twice what he normally pays. That’s just us. As of posting, David hasn’t gotten his money back, but only because he’s a filthy rotten liar with a black soul.
Read his stinking pile of lies after the jump.
I hope you guys can help me as I’m really frustrated with T-Mobile right now. Last month, I upgraded my phone to their MDA, which is their high end PDA phone. In the process I also upgraded to their data plan. What the guy at the store didn’t explain to me was that to get automatic push emails from my email accounts, I had to have T-Mobile send me a text message to trigger it. When I got home and set it up, I realized quickly how it worked and that I needed to set up the service with text messaging since to trigger my phone to pull email in, T-Mobile sends me a silent text message. And since the phone had a keyboard it was great for text messaging anyway so I went online and added text messaging to my account. Or so I thought. I don’t know what happened. I remembered adding it. They have no record of it. I however went about my business, assuming that everything was ok.
Everything was not ok though. I went online to My T-Mobile today to check and see if there was anything new for my phone or my plan and I was shocked to see my bill was over $225. That’s more than twice what I pay. I couldn’t figure out where the charge was coming from so I called T-Mobile. That’s when they hit me with the news that it was from my slightly over 1,000 text messages. Well, that doesn’t make any sense, I added that. But they have no record of it. Something got messed up somewhere. I don’t’ know what or how but my transaction seems to have never registered. (Given the speed that the T-Mobile website crawls along, who knows what their servers are doing.)
No matter. I thought that surely their customer service would help me. After all, I’ve been a customer for over two years and have two more years on my phone plan. I’ll be their customer for at least 4 years. With the thousands they get from me, they’ll want to reverse what’s an obvious mistake to keep me a happy T-Mobile customer. What I didn’t expect was not only did they not want to help me but they’d call me a liar. They all told me “Well, there’s no record of the transaction so we have no proof you actually did what you’re saying you did.” I don’t know, maybe its me, but it just doesn’t seem like good practice to say your customer is lying. They refused to do anything at all for me. So I decided to try again.
I got the same line that they had no proof I had done what I claimed. I can understand where it would be confusing to them. I mean, I used 1,000 text messages last month which was about 900 more than I’ve used in two years. I can see where its obvious that I didn’t think I had a text message plan. To make matters worse, they also claimed that my new data email plan didn’t require text messaging. They’re right, it doesn’t. If I don’t use it. In order to get emails automatically sent to me, T-Mobile has to send my phone a text message. Since that’s not part of the plan, I have to add that in. They claimed that wasn’t true. Until I looked it up on their website and they changed their mind. “Oh, that’s not what we thought you were talking about.” Right.
Finally a manager offered me 39.99 back and that was the limit of what she could do. I declined because the overage was well over twice that. That was just insulting to me that they’d offer such a meager amount and do it on the basis that they thought I was lying to them. The kicker is what I was told by Bobbi, a manager there (ID # 064236). She told me that she could actually reverse the bill (oddly everyone else said that it was impossible. Bobbi had special powers I guess). But she wasn’t going to because they had to “balance the needs of T-Mobile and the customer”. Strange, wouldn’t a balance have been offering to even split the difference? And not continually saying “…well, there’s no way our system could have messed up if you really put it in.” Because computers NEVER make mistakes. Too bad I’m a software developer so I know the dirty little secret that the rest of the world knows…computers mess up sometimes too.
If T-Mobile won’t give me my money back then I’m going to make sure that everyone knows that they’d rather call their customer, who has a plan that will net them around $2500 over two years, a liar to hold onto another $120 on top of that. I buy my stuff through them. I bought an expensive phone from them and a very expensive rate plan. But if they don’t fix this they won’t have me as a customer in 2 years when my contract is up.