Bill Dispute

T-Mobile Móvil 

Departamento legal 

12920 Southeast 38th St.

Bellevue WA 98006-1350 

We are writing this letter to resolve issues regarding our T-Mobile account number 200-231-***.  

We have been loyal customers of T-Mobile for 22 years. 

This year, in 2023, that all changed.  We have had 3 separate issues with our account.

1.  Pin Number - We do not know our pin number.  Since we canceled our account, we cannot access our account info.  We were told by T-Mobile that we would need to go to a retail store, and they could access our account and reset the pin.   We went to the retail store.  The store contacted Customer Service and the rep at that line said they could not do that.  This was a painful process which took 1 ½ hours with no resolve.  We cannot access our account.  In addition, the customer service rep could not provide us with a cancellation number for the account.  We keep being advised by T-Mobile to go to the retail store to have our pin resest.  We have been to 3 retail stores and have been told each time they cannot reset our pin.

    

2. In January, we went to a T-Mobile store looking for new phones.  We wanted to own our phones outright.  We have never had a phone where we paid installments. The manager of the Chaska MN store that sold them to us recommended the T-Mobile Revvl 6 5G phones.  He said the cost would be $50.00 per phone which we paid.  We were never ever advised about any monthly fee.  The manager of the retail store advised the $7.09 monthly charge was just for accounting purposes for T-Mobile and that we did own the phones outright.  We would have never purchased these phones if we knew we would have had to pay a monthly fee.  These phones were awful.   After talking with your Customer Service Managers many times, we were told T-Mobile would refund the cost of the phones, cases, covers and activation fees.  We received a credit towards that, but they did not cancel the installment fees.  I feel we given incorrect information.  Is this age discrimination?

    

3. We signed up for the T-Mobile wireless internet.  The internet did not work.  It constantly buffered.  We spent hours upon hours upon hours on the phone with T-Mobile trying to fix the issues.  They kept sending us different gateways to fix the problem.  Finally, after months, a tech advised there were to many people using the service and the coverage for our area was not working.  We were credited $200.00 for our inconvenience.  Also, we never received our $100.00 reward for trying the internet service.

When we finally left T-Mobile after 22 years, we had a credit of approximately $142.00.  This should have been refunded.  Then, we got a bill in the mail for an additional $82.64 plus another bill for $314.00.  We found out it was for the installment fee for the phones which we paid for upfront. 

To verify this information, please read the transcripts from our numerous, lengthy phone conversations with T-Mobile managers and techs and also listen to any recorded calls that we made to T-Mobile. 

What we want is the $142.00 credit owed to us, the additional $396.64 we are billed, which is a total of $538.64 and the $100.00 reward card promised for trying the internet. 

We would like to give you a chance to resolve this issue before the next step of contacting the Attorney General and the Better Business Bureau and the Consumer Protection Agency.