Last week, we told you about the woman in Texas who lost her house to a wildfire, and whose T-Mobile phone wouldn’t work when she relocated to a new town. At the time, T-Mobile was refusing to waive her early termination fee, instead suggesting that she just give the phone to a friend or relative for the duration of the contract. Perhaps it was the patriotic spirit of the holiday, but it looks like T-Mobile has had a change of heart.
The customer’s son Mike alerted Consumerist to how he and his mother had been given the run-around by T-Mobile, and how the company was apparently willing to lose Mike as a customer over the nitpicky matter of an early termination fee.
Our attempts to get someone — anyone — at T-Mobile to clarify company policy were fruitless, but at some point after Mike’s story appeared on Consumerist, a “T-Force” customer service rep wrote to him:
Firstly, I am so very sorry to hear about your parent’s terrible loss. I know that the last thing you would want to deal with during such a trying time is multiple calls to customer service over the remaining contract. I am glad to know that no-one was injured and that your folks have a new home already. In regards to their service with T-Mobile, I would love to look into this matter and see what I can do about that contract for them. After suffering an involuntary move and losing everything, I am sure that they have larger concerns at hand.
Mike then provided the rep with his mother’s account info and received the following good news in reply:
Under the circumstances, we will be more than happy to take care of this early termination fee for you. You should not see anything regarding a cancelation fee on your next bill. I can’t thank you enough for you incredible history with T-Mobile and for sticking with us.
Once again, I am so sorry for what you and your family have gone through; hopefully this can remove a little stress from the situation.
This is great news for Mike and his family, though we’re still unclear whether this T-Force rep was following company policy or if they are just being nice because Mike wrote to Consumerist and posted about it on his own blog. We have made another attempt to get a clarification from T-Mobile and will update if anyone decides to reply.
Meanwhile, Mike, who had said the whole experience had turned him off T-Mobile says he will now give the company “the benefit of an in-store visit when my contract runs out at the end of the month.”