T-Mobile

T-Mobile Cancellation Fee scam - Policy Change - Deceptive Bellevue, Washington

23rd of May, 2011 by User561617

I have been with T-mobile for almost 10 years. In January 2011, I moved about an hour away to Eatonton, GA 31024 because of my job. My phone did not work anywhere near my new house or office. I spoke with customer service several times, trying things like resetting the phone. Finally, a representative checked the coverage area of my zip code and said that it was not covered by t-mobile service. When I renewed my contract in 2009, I was told that moving to an area without service would not result in a cancellation fee, so I, with no other choice canceled my t-mobile service on Feb 24, 2011. I paid the months bill and waited on a final bill. This month I received my final bill and it was $422.89. I called and was told that $218.80 was a cancellation fee, including taxes on the cancellation fee, plus late fees. I asked why I was charged it, and they said that on January 20, 2011, their policy changed, and they no longer waived the cancellation fee for moving to an area they don't provide service. I was not told that the policy was changing when I first called in January, and was not told there was a change in policy when I actually canceled. Customer service said there was nothing they could do, as did the supervisor. They also said they are now showing they offer service in the area, which seems a bit too convenient. To have been a customer almost 10 years, having spent thousands upon thousands of dollars, and then being charged a cancellation fee because of a policy change I wasn't told about that wasn't put in place until a couple weeks before I actually canceled is unbelievable to me. If I'd had known the policy was going to change, I would have canceled the first week in January when I first found out service didn't work at my new address, instead of spending several weeks trying to get it to work. Also, I just submitted a complaint to the BBB.

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