I was told incorrect information over the phone by Tmobile - International Email & Data Plan

Hello,

I am posting a question on the forum as I have lost my trust in being told things verbally by T-Mobile, and need someone to verify in writing by email that my dispute I called about today will be taken care of. They told me I would hear back regarding my dispute I opened today by Monday, however I do not want to not heard back on Monday, and then call T-Mobile for them to tell me that a dispute was never opened as I do not trust your business now and want everything in writing.

I called T-Mobile on Monday, November 12^th to inquire about an unlimited email & data plan for my husband and I’s trip to England & France last week. I made 2 phone calls, in my 1^st phone call, I spoke with a Male that sounded like he had been outsourced in India. I explained to the man I spoke with that my husband and I would be traveling to England & France this month, and that we wanted to see if they had an unlimited email and internet plan for his Blackberry for our trip while we were in those countries. The man told me that T-Mobile offered an unlimited email and internet plan for $15/month and that we could add the service to our plan for November for the Blackberry, and then call back after our trip to cancel the plan so we would only be charged the month of November for the plan. I verified with this man that the plan was for UNLIMITED INTERNET AND EMAIL in England and France, and he said Yes. I then told him to not add the service to our plan at that time, as I wanted to call my husband and verify that he was okay with these charges. I called back later that day, and then spoke with an American woman. I told her what I had called about earlier, and let her know that I wanted to add the $15/month unlimited international blackberry internet & email plan to our package for our trip that week to England & France. She let me know that the person I spoke with earlier that morning had already added this service to our plan. I let her know that I had told him not to add it to our plan at the time I called and explained that this was unfair, but also told her that we did still want to keep that plan. I also verified with her that the plan was for unlimited international internet & email while we were in England & France, and that we wouldn’t have any charges over $15 for use of internet & email. She verified that this was correct.

While my husband and I were on our trip last week, he received a text message from T-Mobile letting us know that we had used up our internet for the month, and would be charged. I can't look up our charges at this point as they are pending on our bill, however I know they will be exorbitant as International data is charged at $15/per megabite.

We got back in town last night, and I have been on the phone with T-Mobile for over 50 minutes this morning about the situation. I spoke with Tedra J this morning and explained the situation, she told me that in these 2 Rep’s notes from last week, they have listed that they did not tell me this $15 plan for was unlimited Data/Internet, that it was only for unlimited intl. Blackberry email. I told her that I specifically verified several times in my phone calls with these Reps last week that the plan was indeed for Internet & Email, and she told me their notes didn’t support this. I told her I wanted both recorded phone calls from last week reviewed, as they would have recorded that I was indeed told this information and their notes were incorrect. I explained to Tedra that now I do not trust what I am told over the phone by T-Mobile Reps due to what happened last week, and that I wanted an email address to verify that I opened this dispute today, and that I would be contacted by Monday, November 26^th by T-Mobile (this is the date Tedra told me I would be contacted by) with a response. She told me they do not give out email addresses, and that I would have to send something via physical mail. I told her this was absurd, and that I would not send something physical mail as that would take too long to receive a response back from T-Mobile, and that I wanted to speak to her Manager. I then spoke with the Manager, Octavia S., and explained everything listed above. She then went on to tell me my only option was to send something via physical mail. I argued with her to give me your legal department or corporate phone number and/emails, and she told me she couldn’t. She then hung up on me. This is can all be verified on your call recording.

I need confirmation of all of this via email. I will also be canceling our T-Mobile service after we have resolved this dispute. We have had T-Mobile service for over a decade, and will be happy to leave after this incident and take our business elsewhere. This is a horrible way to treat customers and to deal with customer service. I simply cannot understand how T-Mobile stays in business with these type of practices.

Here is a listing of the people I dealt with today:

• Manager ID: Octavia S. #19991499
• Rep ID: Tedra J #1232700