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Making T-Mobile Pay For Screwing Me

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Since initially posting about how T-Mobile ripped me off for more than $400 and a follow-up post on others who have been ripped off by T-mobile I have been blessed by the Google Gods with the 6th position in their rankings for the search T-Mobile sucks, 5th position for customer service sucks t mobile and 8th position for the search t mobile rip off

I'm pleased with this as it gets the word out to others. Hopefully in the long run this will cost T-Mobile a whole lot more than they screwed me for. As people make decisions about what carrier to use hopefully they will stumble across mine and others posts on this disreputable company and choose not to use them.

Do you have a T-Mobile horror story?

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Posted by Digger on June 26, 2006 08:00 PM (Permalink)

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I waited over 8 months for my contract to end because of lousy service and numerous misrepresentations by the company and its representatives and total lack of courtesy by customer service and their "rules", etc. I specifically waited so that T-Mobile would not receive one single red cent from me other than my monthly bill. When my time finally came, I transferred my number to a new cell company. I called T-Mobile to CONFIRM that they (1) received my recent payment in full of the monthly bill; (2) to confirm they had notice that I was cancelling my service; (3) to confirm the contract end date; (4) to confirm any charges that I would have to pay when the transfer was complete. Representative "Glenn" (ID # 1048051) assured me that my account was completed noted and that the only charges I might receive would be a pro-rated bill if activation occurred after my billing cycle date. I SPECIFICALLY asked him what the charge would be if the new activation took place within or less than 24 hours of the contract end date and he told me that such a little amount of time would NOT be an issue. All because Glenn failed to note my account, I was charged over $200 for cancelling my account LESS THAN 24 HOURS before it expired.

Posted by: Pam on November 2, 2006 09:59 PM

Why couldn't you wait that last day to cancel your account? While yes I agree that some businesses should take care of the customer you DID agree to the original terms of thier service and signed the contract agreeing that if you breached this contract within that period you would be penalized.

Posted by: Anon on January 13, 2007 10:51 PM

t mobile really sucks they are trying to stick me with a 1,000 bill for over use. funny thing is that i have a way of checking if the minutes are right or not. me freind steve works in their department in charge of taking all the minutes and calculating them, believe me when i tell you that they are ripping people off left and right. but they made a mistake when they tried it on me. I iam currently building a case on them with steve and the things i found out are truly disturding, when i finish wiping the floor with them i will make this info public for the whole world to see!

Posted by: rick on April 12, 2008 07:27 PM


I am involved in a customer service nightmare with T-Mobile. I’ve tried dealing with them to no avail. First I spoke with “Ralph” from the “office of the president.” I’ve also written to their media relations department, Robert Dotson, Brian Kirkpatrick, Susan Nokes and Hamid Akhavan, all of whom have ignored me. All I want is something fair and simple, yet the are they have dug their heels in and are being completely unreasonable—and have been quite deceptive to boot!

My 19 year old daughter has not has good luck with her T-Mobile phones. She had a Razr which gave her problems on many occasions. She eventually switched to a Wing—the source of her current, ongoing problem.

My daughter has gone through several Wings. In the beginning, they were replaced with refurbished units. She dropped one and paid the insurance claim out of her own pocket. Her current Wing (a new unit), which she received a few months back, started to give an error message saying it was out of memory, repeatedly froze, etc. It finally stopped working altogether. Research on Google shows that this is common problem with this phone. The tech at a T-Mobile store said that there was nothing they could do and suggested she go to Wal-Mart and get a pre-paid phone until she got a new Wing!

I tried reaching Ralph from the “Office of the President” (877) 290-6323 x-341-8022, several times. After leaving many messages, Ralph finally called me back. He said, “If the account number isn’t left, I won’t return the call.” To me, that is NOT customer service. All he would have to do is to look up my daughter’s records OR call me back! Finally, Ralph got back to me, then my daughter. Initially, Ralph told my daughter that he would exchange her Wing for any other T-Mobile phone. She was pleased to hear this. My daughter went to a T-Mobile store again and tried out different phones. Because of her needs and the shape of her fingers, etc., she settled on the G1.

When my daughter called Ralph back and told him the phone she wanted, he told her that she could have any phone EXCEPT THAT ONE! I’m sure you can imagine her disappointment—and outrage. He offered to give her a Sidekick 2008 (quite old) or a Dash (even older—and one she doesn’t like). These are not even close to being in the class as a G1 or a Wing. He said that she could get the G1, but she’d have to pay for it—and offered her a “discounted” price of $179.99. I then spoke with him and expressed my disappointment and how it was insulting that even though she had a flawed, lemon of a phone, she’d have to pay even MORE money for a different one—one that was also close to a year old technology-wise. I asked for his supervisor to call me.

Jennifer Martinez (877) 290-6323 x-8011 called me the next day. She basically reiterated the same offer, making it sound like we were getting some amazing deal, saying that “retail” price on the phone was $399.99. This was absolute deception, of course, as hardly anyone ever pays the “suggested retail price,” and, the T-Mobile website offers the very same price of $179.99 to ANY new customer!

I declined Ms. Martinez’s offer and told her that I would be contacting other people. She said that “I could feel free to do so, but they would tell me the same thing.” Now, I understand empowering employees, but when they come off as sounding like even the owner or CEO can’t or won’t do anything they won’t do, it just sounds ridiculous.

Apparently, my letters trickled back to Ralph, who called me and clearly indicated that he was authorized to speak on behalf of all of the executives that I had written to.

Among the many absurd things that he said, he told me that he could not (or…WOULD not) contact my daughter when I called him the first time, since I didn’t’ leave her cell number, since there were others with her name in their system. I told him flat out that as far as I knew, there are NO other people with my daughter’s name in the world! I again wrote to T-Mobile asking for some type of proof of this. The fact is, Ralph refused to be proactive and just make a simple phone call to me. He tried to cover his tracks with this ridiculous statement. Ralph also told me that the $179.99 was a huge discount—the only thing that that my daughter qualified for. It seems that T-Mobile is more is more interested in getting new customers than keeping the ones that they have.

This situation has been going on for over a month. My family has had an account with T-Mobile for many years. We’ve paid T-Mobile thousands of dollars through the years. My daughter’s Razr and now her Wing have given her problems. I’ve tried to resolve this fairly, yet they refuse to budge over $200—and an old phone—one that’s already being updated!

I appreciate the chance to share this information with your readers and let them know that the vows of great customer service by Susan Nokes and her team are nothing but lip service.

Posted by: marcmywrdz on June 18, 2009 10:14 PM

Hey guys I'm glad to see other feel the same way I do! I just want to spread the word and make sure other know before they sign a contract. Below is little of my t-mobile sucks story. Best of luck to all of you!

I switched to t-mobile more than 2 years ago because I thought that they had great
customer service, and they did for a while. But starting more that a year ago when
I moved to a heavily populated area of Utah I noticed a change at t-mobile. I was
very patient dealing with dropped calls in Utah! I was unable to maintain many calls
longer that 1 minute and patiently called and recieved poor customer help while trying
to resolve the issue. In the end I payed hundreds of dollars over the course of more
that 8 months for a service that did not function. Also I was required to send in my
phone model that I was very fond of multiple time, as they tried to blame the bad
coverage on the phone. After learning that wasn't the issue they exchanged the phone
I purchased and really liked for another phone that I can't stand, and they gave me
option to obtain again my original phone. Now for part two... I recently was charged
more than $180 in long distance, to Canada I find out without any notifications or
warning. When When I contacted the customer service center I was treated rudely and
without care. I was shocked to see that they customer service had gotten so bad. I
talked with a manager and several reps. In the end they said that they could do
nothing besides apply a one time offer of a $ dollar credit. They acted like that
was a big deal, and made some other rude comments. Any ways I share this only to warn
other consumers of the practices, and the way t-mobile deals with their customer.
Needless to say I am currently looking for another provider that cares for their customers.

Posted by: Dallin on June 5, 2010 04:16 PM

I had MANY problems with TMobile. We bought a Nuron and it never worked right from day one, we exchanged it four times. All four times, they credited me the shipping charge, and (obviously) the exchanges were free. My phone broke (albeit it was my fault) and I bought a european phone via Newegg (They wouldn't give me any kind of loyalty discount or anything).. That was a NIGHTMARE getting TMobile to text me the correct SMS/Multimedia settings for it, and I have since had to have them re-send those settings several times..
That is just the veeeeeery tip of the iceberg.

Anyhow, I wrote to TMobile one day, because even though the rep I spoke to was unable to help me resolve yet another problem, I thought her attitude and willingness to TRY to help were above and beyond fantastic. About a week later, I got a call from the same Ralph mentioned here, at the Office of the President.

He called me to say that he looked at our records.. It showed that we have been having numerous problems since day one, and that he was truly very sorry. He thanked me for taking the time to write about Michelle (the great rep), and out of nowhere, he offered to credit us our bill for the entire month (WELL over $100.00). He said he knows that that credit won't fix the problems we have had, but that he wanted to show some good faith for such a loyal customer.

Even though he did that, I told him I appreciated it very much, but we would still be moving to another carrier when our contract is up.

Long story short, I was not looking to get any kind of monetary reparation from TMobile at all. It was unnecessary of him to do that, but it was very kind.

I guess my point is that you get a lot more with sugar than vinegar. Or you catch more flies with honey than vinegar.. Or some crap like that.
Either way, you get more when you're nice than you do when you're an ass to people. Make my day hard, and I won't go very far to help you. See my point?
Flame all you want, I will probably never see it lol

Posted by: Christine on January 20, 2011 12:10 PM

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