T-Mobile is demanding that reader Motoko, a victim of fraud, immediately pay $1,100 before she can port her number to rival Sprint. Last month, Motoko discovered erroneous charges on her bill totaling $1,766; T-Mobile readily admitted that the charges were fraudulent, and told the BBB and Consumerist that Motoko would receive an immediate refund. Instead of a refund, T-Mobile sent Motoko’s another bill and suspended her service. Now, almost a full month after T-Mobile’s PR henchmen at Waggener Edstrom claimed that the company had provided a “satisfactory resolution,” Motoko checked in with another update:
T-Mobile has only given me a partial amount of the credit they promised me in the BBB response. I’ve only gotten $454 back out of the $1,766. Their new response on the BBB website states that my October bill will reflect the full reimbursement of my credit. Unfortunately, the October bill is still $1,100+ and it shows that the second fraudulent line is still active.
Because I’ve refused to pay the incorrect bill, T-Mobile once again suspended my cell service on Friday. As a result, I have been unable to port my number over to Sprint due to the suspension. Once again, I am out of cell service as a result of T-Mobile’s negligence. I am honestly baffled by this. T-Mobile has already expressly stated in writing that there was fraud on my account, that the fraudulent line has been suspended after an investigation, and that I was to receive a credit of $1,766. Absolutely none of that has been done. Now my cell number is being held hostage until I pay up a $1,100 bill that T-Mobile knows and admits was fraudulent. I don’t understand what I have to do to get these people to fix something. It seems like nothing short of a lawsuit will get things done at this point. If you have any suggestions, please let me know, I’d greatly appreciate it.
This is the newest BBB response, they’re asking this complaint be closed despite not having done anything to fix this problem:
October 17, 2007
Re: Motoko Your Case No. 22xxxxxx
T-Mobile Account No. xxxxxxxxx
To Whom It May Concern:
T-Mobile USA, Inc. ( ” T-Mobile ” ) is in receipt of your letter, dated October 5, 2007, regarding Motoko’ s above-referenced account. As stated in previous correspondence dated September 21, 2007, T-Mobile placed credits on Motoko’ s account totaling $1,766.10. The credits will be reflected on the October 2007 billing statement. On September 25, 2007, T-Mobile refunded the revised credit balance of $454.45 by check as requested by Motoko. T-Mobile regrets any inconveniences this matter may have caused Motoko. Based upon the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. If you have any questions, please do not hesitate to contact me at the address listed below or at 877-290-6323, extension 8043.
Very truly yours,
T-MOBILE USA, INC.
Jason Cook Executive Customer Relations
T-Mobile USA, Inc.
PO Box 37380
Albuquerque, NM 87176