Complaint Review: T-Mobile - Salt Lake CIty Utah

My son is an active-duty Marine serving in Iraq. He volunteered to go and he didn't have time to take care of everything before he left, so he asked me to take care of a few things for him including his T-Mobile bill and suspension of service until he returns.

I called T-Mobile and asked them to suspend his service and asked them what the final balance owing was; I was told $170.00. So I paid this amount and thought this was one of many tasks accomplished.

Months later, I started receiving another bill from T-Mobile for an additional $17.00. When I called to ask what this additional amount was for and that I had already paid the amount I was told to pay by customer service, I was told that this additional amount was a service fee because the amount I was told to pay was quoted in the middle of a billing cycle.

The CSR never mentioned to me that the final amount quoted may not be the actual, final amount owing, or that anything was contingent upon their billing cycle. Of course they will not remove this service fee and merely threaten to turn this account over to collections and screw-up my son's credit.

A service fee perhaps my son should send T-Mobile a bill for HIS service fee! The reasonable thing for T-Mobile to do would be to remove this service fee, because I paid the account in full, in good faith, based upon the information their CSR gave me. Below is T-Mobile's e-mail to me in response to this suggestion.

For several months, when he gets ten minutes to himself, my son has been dreaming and making plans for when he gets home from Iraq; it's his anchor. He wants to buy himself a truck, so he and his friends can toss their mountain-bikes in the back and go, but to qualify to purchase a truck, his credit has to be near-perfect.

So will honor my son's request to take care of this for him, T-Mobile will get their $17.00 what-service fee, I will preserve my son's good credit, and in return for their world class customer service, T-Mobile will loose our family's business, our relatives' business, our friend's business, and anyone else who relates. This may take some time due to T-Mobile contracts; they have to have contracts because they otherwise couldn't keep our business based only upon their "world class customer service".

It is the principle, not the amount.

Marine Mom

h*o-rah

______________________________________________________

Dear Marine Mom,

Hi my name is Tom, thank you for taking the time to contact T-mobile. I understand you are disputing the fee for service rendered up to the date of suspension on the account your son left in your hands. I will strive

to provide you with world class customer service.

I understand your desire to dispute these bill charges for service rendered up to date of military suspension, and regrettably we are no longer able to discuss your son's account. The account is far past delinquent status, and is now in the hands of a collection agency.

It is an in-house collection agency, so it has not ruined his credit yet. Please contact our Voicestream in house collection agency at 1-800-937-8942 if you require any further assistance with your son's account.

If you have any further comments, questions, or concerns feel free to contact us at anytime. Reply back to this E-mail quoting this case number, or please call back at 1-800-937-8997.

Thank you for contacting T-mobile. We appreciate and value your inquiry

Sincerely,

Tom G. Agent rep.

Customer Care Specialist

T-mobile USA

A Marine Mom

Ogden, Utah

U.S.A.