Letter mailed to T-Mobile on Wednesday, april 24, 2013:
April 24, 2013
T-Mobile Customer Relations
P.O. Box 37380
Albuquerque, NM 87176-7380
To Whom It May Concern,
I am very dissatisfied with my transaction with T-Mobile from Thursday, 16 April to Wednesday, 24 April, 2013.
I have a pre-pay account with T-Mobile and had a post-pay account before that, so altogether I have been a T-Mobile client for over a decade.
I ordered a new post-pay account with an iPhone5 (32GB) on April 16 with the intent of changing over my pre-pay account and phone number onto the new account with an iPhone. I was told by the T-Mobile representative that this would be “no problem” and to call T-Mobile the day the phone arrived to make the transaction happen.
On April 20, I received a text to pay my pre-pay account. Fearing that I may cause a complication with my account, I payed the pre-pay account $50.00. I had no reason to think that this would have any complications for the post-pay account and assumed that this was T-Mobile business-as-usual with customer accounts.
I called T-Mobile on Tuesday, April 23 when I received the phone, informed the representative of the new iPhone being received and to change my number onto the phone. I was told “no problem” and that it would take no longer than 24 hours.
I called 24 hours later on Wednesday, April 24 as the number had not been transferred to the new phone.
Apparently, there is a challenge going from pre-pay to post-pay. I do not understand all the reasons; to make this short, it is not possible and there is no way to take the pre-pay and post-pay and make them work together so that the fifty dollars that I paid to the pre-pay account would be applied to the post-pay account. There is also no way to credit the fifty dollars pre-pay onto the post-pay account.
I attempted to suspend the post-pay account to allow the pre-pay run out and then start up the post-pay account (on May 19, one day before the next pre-pay would be due). This was possible... for a ten dollar charge.
I requested the ten dollar charge be waived, as I consider T-Mobile responsible for not giving me what I ordered. I was informed that this was not possible and that any credits would have to come from the pre-pay account. The pre-pay representative informed me that there are no refunds or credits from the pre-pay account.
I am returning the iPhone5 today and canceling the post-pay under the “buyer remorse” program. I was informed from the post-pay representative that this was the only way I would not have any charges. I confirmed that there would be no charges for the account and that there would be NO restocking fee for the iPhone. I will have to wait a few days as I track the iPhone and once it is received I will call T-Mobile to cancel and confirm all the details.
This has taken me four hours today of my personal time to resolve and the final outcome is T-Mobile looses an opportunity and I loose a lot of faith in a company that I have been with for a long time. I do not want to go to another carrier, but my service with T-Mobile is far from exemplary. I am considering calling back on May 13 to allow the week for the phone to come and to set up the new account so I may cancel the pre-pay before the next fifty dollars is due, but then again it might be easier to go into another carriers office, buy a phone, and in an hour or two have a new phone with a different carrier. All because it is easy to do. That is very sad for both T-Mobile and myself.
May we work on a compromise that can make us both happy and retain our professional relationship?
Sincerely yours,