I was a loyal Tmobile customer with 2 lines for over 9 years. Then I moved to a new area and discovered that Tmobile did not have service in my new home or even the general area. A TMobile the rep CONFIRMED that I now lived outside their service area. (In fact, the nearest tower was only 2G located 6 miles away.) I did not want to drop TMobile, but I had no choice. I also did not want to pay Early Termination Fee through no fault of my own.
I spoke to several reps before officially cancelling and confirmed termination of my account. I was given conflicting information about the Early Termination Fee with each call. First I was told that I would not be charged Early Termination Fees because it was confirmed that there was no TMobile service in my area, but I should write a letter to confirm. I called again to get the address, but then I was told that I wasn't being charged Early Termination Fees as it was noted on my account that TMobile service was not available in my area. Then I got a bill - for $597 - I called again. The next rep said yup - they're charging me Early Termination Fees on both lines but that I could ask for a waiver via email and she would send me a link explaining the whole process.
She did send a link, but it did not explain the whole process. It said: "
You can do a change of responsibility to avoid the ETF. There are also special circumstances where T-Mobile will waive the Early Termination Fee. Contact T-Mobile Customer Service to learn more about ETF waivers."
Link takes you here:
http://support.t-mobile.com/community/contact_us
I selected to write a letter and sent certified mail on Feb. 6, 2014. It was received on Feb. 10, 2014. I called to get a status and was told it was still under review. I should wait for a phone call from TMobile - I was even asked for the best numbers to be reached. I gave cell (which they already had) and my home phone.
Today, on Feb. 18th, I received a phone call from AmShare - TMobile's Collection Agency. I was stunned - once again, TMobile did not follow their own process. I was never contacted by a TMobile rep - as I was told that I would be. Instead, my account was sent to collections.
I told the rep my story above and the Rep became unprofessional and combative as she told me (I'm paraphrasing here) that it was not TMobile's fault that they don't offer service in my area - it was mine and therefore, I was responsible for the Early Termination Fees. She also told me that I could call TMobile, but she would need me to call back and tell her how I was going to pay.
I tried calling TMobile but received a recording message informing me that my account was in collections and I should speak to the collection agency from now on. I hit ZERO anyway - spoke to a Rep - explained my situation - Rep transferred me - sat on hold for 9 minutes then got disconnected.
I don't feel I should be charged an Early Termination Fee of $597 because TMobile does not offer service in my new area. I was told my multiple TMobile Reps that this qualifies as a SPECIAL CIRCUMSTANCE - it should be waived.
Now I cannot even get through to a TMobile Representative anymore.
TMobile did not honor their own special circumstance provision for which I qualify, they did not follow their own process, and now continue to expect me to pay $597 even though it's their fault they do not have coverage in my area. This is a miscarriage of process and justice. I plan to keep fighting this.
