We disputed a portion of the October bill by phone and in writing. The amount was around $38. We were promised by the phone customer service reps that we would receive a call back in 3 business days regarding our dispute and that the disputed amount was noted in the system. We have never received that call back to this day. We sent a letter to T-Mobile in early December outlining our dispute and the negligent customer service. We also told the phone representative and in our letter that we will not pay the disputed amount until T-Mobile gets back to us. We have still not heard back from T-Mobile by phone or in writing.
On December 17, T-Mobile suspended our service for late payment. Our monthly payment was only 2 days late (excluding the disputed amount). That is not within reason to suspend an account, especially when we had on-time payments and paid our balances in full every month. I suspect that T-Mobile did not properly document the disputed amount in their system in order to prevent the service suspension trigger. This is very negligent and fraudulent as we were left without service in an inopportune time.
We have 5 lines and were charged $100+about $15 of taxes for the restore from suspend fee ($20+tax per line). Now this charge will only exacerbate this issue as we are not going to pay $115 when T-Mobile failed to respond to any of our inquiries. I am hoping someone on these forums from T-Mobile can assist us. Thank you.