I'll be posting this information on Facebook, I've already alerted my friends and family in case they are considering signing contracts with this company. My parents have prepaid plans and they'll be letting them expire.
Here's my beef:
I have been a Tmobile prepaid plan customer for over four years. My husband has been a T-mobile contract customer nonstop since 2005 - until he ported his number (in late October 2012) to Verizon.
We received what looked very clearly to me to be his final bill in November, acknowledging the cancelation of his service, and stating the "outstanding balance". I paid this bill over the phone, happy to get everything in order and wrapped up. Surprise surprise, when what appeared to be another duplicate "final bill" arrived in early January, and puzzled me to no end, as it showed no usage whatsoever... no phone calls, no data.... huh? I assumed the phone payment didn't go through, so I cut a check and put it in the mail that day. Boy do I regret it now - what a nasty surprise, to find out that somewhere along the line, T-Mobile decided they like to get paid handsomely for services they don't provide. What a nice way to say "thank you very much and have a nice life" to their long-time customers.
Who to complain to? As T-Mobile deleted his online account almost immediately after he canceled his plan, my husband is unable to log in here to access support, view his account history, or post his own complaint on the forums. The customer service representative he spoke with via phone was incredibly unhelpful, other than to state that it's my husbands fault he didn't cancel his plan 2 days earlier, on the 25th of October, to avoid being charged for an entire month's worth of services he did not use. I thought this was an interesting angle for customer service to work, given the fact he could not even access his account online while we were being charged money for services he didn't want, need or ask for.
As I'm on a prepaid plan T-Mobile, I will now most certainly not renew the minutes once they've run down. Being a good company is NOT about "gotcha" tactics newly buried in Terms and Conditions agreements, it's about being reasonable and treating people who shell out tons of money year after year to line your golden pockets, with some semblance of fairness. T-Mobile, if you don't provide a service and your customer is no longer under contract, just pro-rate, like so many other reasonable thinking companies do. I am a small business professional and would NEVER charge customers for services not rendered. Your company is HUGE, and I know it's no fleece off your golden back. I would also not plant those terms in the fine print legal jargon, taking advantage of fine-print fatigue to snag people who say "yes" to your terms so they can finally just receive reasonable services and GET ON WITH THEIR DAY.
Unfortunately, T-Mobile is so huge they have decided they can do whatever they like. Fine, but you won't get another red cent out of me.