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My Faves has not worked on my phones for 4 Months.
I discovered this problem about 4 months ago when I was out of town working and I tried to call my family. The call would not go through because the voice told me that my account was out of minutes and my Flex account was depleted. It was the end of the billing month and I was sure that I was almost out of minutes but I was making the call using My Faves. So I got a hold of customer care and I am told they do not know what is going on but until they find out, here is 500 minutes until tomorrow. I thought to myself, no big deal, temporary problem, they'll fix it. A month later, same story, only this time I get 1000 minutes to use until my next billing cycle kicked in. But this time I wondered what was going on, so I logged on to My Tmobile to poke around. I found that my account no longer kept track of My Faves minutes, and had not been for awhile. Since then I have talked to some very helpful and nice Customer Service Reps and have been told their is a problem with the Flex account users and the My Faves software or something like that. Anyways for the last four months or so all of the calls I made were being taken away from my plan min. including My Fave calls. We share 1000 min. between two phones and I have been working out of town a lot recently and so we have been running out of min. mid month and have to call customer service to replenish our min. (on the house) which is a real pain when I am out of town and not realizing my family is not able to get a hold of me becuse we ran out of min.
So basicly I have two $350 phones, paying $119 a month, not getting the services I signed up for, locked into a two year contract with about a year and a half left, and I have to call customer service and be put on hold to be able to contact my loved ones because the service I signed up for does not work. Oh yeah, and another thing. Avon Representatives can get a %12 discount on their T-Mobile bill, but guess what, not for me, because for some reason I have a Flex Account (I don't even know what the difference is between Flex Account and, oh I don't know, a regular account that actually works is).
So am I dealing with the worst cell phone company in the world or what? Can anybody help? Thanks for letting me vent.
So basicly I have two $350 phones, paying $119 a month, not getting the services I signed up for, locked into a two year contract with about a year and a half left, and I have to call customer service and be put on hold to be able to contact my loved ones because the service I signed up for does not work. Oh yeah, and another thing. Avon Representatives can get a %12 discount on their T-Mobile bill, but guess what, not for me, because for some reason I have a Flex Account (I don't even know what the difference is between Flex Account and, oh I don't know, a regular account that actually works is).
So am I dealing with the worst cell phone company in the world or what? Can anybody help? Thanks for letting me vent.
I’m very frustrated
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Inappropriate?Mr. Dotson,
The Problem
My name is Joshua Wilson. I have been a t-mobile customer since December of 2007. In approximately April of 2008 I purchased another phone and shortly after upgraded my service to a Family My Faves plan. Sometime during the summer of 2008 the My Faves portion of my service stopped working without my knowledge. Normally I would just put some money into my flex account until my next service cycle, little did I know that at the time the problem was not me using my phone too much but in fact my loss of minutes was due to the My Faves portion of my service no longer functioning. At this point T-Mobile violated it's contract with me by changing my service without contacting me and without my consent. In the months following I have been given the run around by you customer service reps. Every single one I have talked to has given me a different answer about what is going on with my account. Their temporary solution to this now ongoing problem was to make me call customer service every time I could not use my phone (which is extremely dangerous and inconvenient, made more so because this is a problem with your service). The reps would appease my frustrations (and sometimes panic) by adding minutes to my account so that I could use my phone until such a time as your problem with Flex Accounts and My Faves could be resolved. These "free" minutes were meant as some kind of misguided attempt at making me feel like the problem had been taken care of, but my argument to you is this. I am entitled to unlimited My Fave minutes every month based on my service contract, I am not receiving that portion of my service (through no fault of my own), because I have already given you the money for those services, so those minutes that I am forced to call customer service to receive are mine to begin with. They are not compensation, and I reject the notion that they are in any way shape or form compensation. I have had too many unnecessary heated phone calls too your company to try to get the service that I signed up for.
The Solution
At this point I am done with T-Mobile. I am making a perfectly reasonable request based on the fact you have violated our contract agreement and refuse to give me the service that I signed up for.
1. Your company (T-Mobile) release me from any and all contracts free and clear. No early service termination fees.
In return for doing as I am requesting I will pay the remaining balance on my account, find new cellular service, have my numbers transferred, and you will not have to hear from me ever again.
Now before you send me a canned response from one of your underlings giving me a very corporate "we want our money or we will destroy your credit history" response. Consider how much of a problem you want on your hands. Sure, I am just one unhappy customer, what damage could I possibly do to your bottom line. Well, maybe not a whole lot, but what I can do is release all of the information I have gathered over the last several months to anybody who will listen. I believe that word of mouth advertising is absolutely the best way to attract new customers, and the 100 or so people in my social circle each know 100 or so people and so on and so on. They will all know what your company has put me through and how you ultimately decided to handle the situation. I will write press release after press release until my story gets picked up by the blogosphere or quit possibly the main stream media, my friends and I will reenact my recorded conversations with your customer service reps and supervisors and display them on every video and social networking site on the web in hopes they go viral, I will make "T-Mobile does not care about customer service, ask me how I know" t-shirts, bumper stickers, buttons, banners etc. I even know a guy who does skywriting who owes me a favor. Now, all of this sounds completely unnecessary, right. That's because it is. All you have to do is what I have stated above, it is fair, it is the right thing to do, and it is the human thing to do. I demand satisfaction and I will not accept the corporate run around. If you are not the one with the "authority" to do as I have plainly asked then forward this email to someone who can. You have 48 hours to resolve this matter to my (your customer) satisfaction from the time you read this.
Eagerly awaiting your response,
Joshua Wilson a very unhappy customer
I’m pissed
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