Mike had his phone stolen and $239 in fraudulent calls made to Africa on November 4th, and even though he reported the charges on November 5th, Tmobile says he still has to pay up. Their inviolable policy is that you’re responsible for the charges up until you report the phone as stolen. Mike recorded his failed attempts to get Tmobile to credit his account.
At one point, Mike says, “We’ve been customers of yours for three years, with two phones, and two numbers on one one phone… We’ve never once called any country on the continent of Africa, and then all of a sudden on 3am in the morning on the 4th we decide to call Mali?”
Now Tmobile expects him to pay the full charges, and buy a replacement phone, a phone that will cost him more than it would a new customer. Under those terms, what incentive does he have to stay a customer? None, as he’s out of contract with them.
He even points this out, saying how Tmobile can get $239 from him now and then not a cent more, or credit his account and get many hundreds more over the course of his lifetime. This petty human logic bounces off the Tmobile-tron like a pebble off a tank.
There needs to be a federal consumer protection law, similar to what there is for credit cards, that limits consumer liability as long as they report the theft within a certain period of time.
You can listen to the call here (Running time: 17:05)