T-Mobile's Satisfactory Resolution: Cut The Phone Line, Refuse To Refund $1,766 In Erroneous Charges

Remember Motoko? T-Mobile sent her a $1,169.84 bill littered with charges from an unidentified number. When Motoko called to complain, T-Mobile admitted that the charges were likely fraudulent, but encouraged Motoko to pay the bill anyway. After posting Motoko’s story, T-Mobile’s PR watchdogs at Waggener Edstrom got in touch and claimed that the situation was satisfactorily resolved. We updated the post accordingly. Well, Motoko sent us a followup email, and here is her version of T-Mobile’s satisfactory resolution:

T-Mobile ended up cutting my line for nonpayment. They simply refused to investigate the matter or to call me back.

I was left with no choice but to file a BBB complaint. I guess that was the only way to get them to take me seriously. After another few days they finally admitted that there was fraud on my account. Their calculations showed that they owed me ~$500 but the BBB complaint response from T-Mobile shows about $1,766 in credit. Frankly I’m ashamed that I never bothered to check my online account more closely. I should have known better than to trust them. They refuse to tell me how the fraud was committed on my account or how the perpetrator had access to my account. They also refuse to show me detailed calculations of how they arrived at the credit sum. They initially told me they owed me about $80, then a few days later, $500, now I’m hearing $1,766 according to their BBB response. I really want to double check through their calculations, apparently the fraudulent number has been active since November of last year.

They said last week I would receive a check by this week but it’s already Thursday and still no check, instead I got another bill from T-Mobile even though they owe me $1,766 in credit! I’m not wasting any more of my time communicating with them. If they cut my line again I’ll just file another complaint and ask for more compensation. I finally got another line set up so it won’t be as devastating this time. It’s almost hilarious how they commit one ridiculous blunder after another..

They didn’t offer me any compensation until I specifically asked for it, and they only gave me $60 and a contract opt out without ETF. Frankly I don’t want to deal with this crap anymore. I’ll be switching as soon as I can pick out a new phone from Sprint.

An interesting note is that they did specifically mention they read the article on The Consumerist. They even had a T-Mobile rep respond with a comment and explanation (which was total bullshit since it did turn out to be fraud and that they screwed up majorly). I’m sure you already know that but I found it really cool that the major cell phone companies are keeping a close eye on The Consumerist. It just sucks that it takes nothing short of bad publicity to make them do the right thing. I can’t thank you enough for your help and for running such a successful site. It’s pretty cool how major corporations will finally listen to us through your site. Below is their response to the BBB in case you’re interested:

On September 21, 2007, the business provided the following information:
To Whom It May Concern: T-Mobile USA, Inc. ( ” T-Mobile ” ) is in receipt of your letter, dated September 13, 2007, regarding Motoko’s above-referenced account. T-Mobile has investigated the account and determined that fraud was substantiated. As such, T- Mobile has cancelled mobile number 401-XXX-XXXX and credited all fees associated with 401-XXX- XXXX. T-Mobile has placed a total credit of $1,766.10 which includes monthly access, usage and applicable taxes and one month access for the inconvenience. In addition, T-Mobile has removed the contractual obligation from Ms. Ishii account. This will allow Ms. Ishii to cancel her T-Mobile account without incurring a $200.00 early termination fee. Based upon the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention.

Where’s the money, T-Mobile? Waggener Edstrom says you’re good for it.

We’ll be happy to update this post once Motoko has her check for $1,766.10.

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(Photo: 22n)