Complaint / review text:
On June 13th, I received a cell phone bill for $4,560.85 from T-Mobile. When I received this bill, I allowed my daughter to call (as me) because the phone was for my granddaughter. She handled anything that went wrong with the phone. Well, on May 19th, my daughter called T-Mobile because my granddaughter was going to Eastern Mediterranean for two weeks, and she wanted to know about international calling. My daughter spoke with the customer care representative.
He told her, “Don't use the Internet, and don't make any calls because it would be very costly.” He said she could text for 35 cents per text message and that would be cheaper. So, on the 21st, when my granddaughter was leaving, my daughter called again to make sure she was clear about texting international. The second customer care person told her to cut off her synchronization data and roaming data, but she will still be able to text for 35 cents outgoing and charged 20 cents per incoming text message. My granddaughter turned off all data, and on May 29th, she called her mom from the cruise line. She asked if she could call and find out why she could not send or receive text.
On the 29th, my daughter did what my granddaughter requested, and she called the customer care department. She talked to a female customer care representative. She told her that my granddaughter could not send or receive text messages. Then she said, “Let me check her data to see if everything was turned off right.” It was all okay, but she did not know why she could not text a message. After she went through the Internet work, she then told my daughter that she needed this free international roaming text on her phone, so she would be able to text.
My daughter asked if this would cause her to have a high phone bill, and she assured her that she would not. The only cost would be 35 cents per outgoing text. Also, she said she had unlimited text messaging, so she would not get charged for incoming text messages. The customer care representative then sent my granddaughter a text message from T-Mobile to see if it worked. The text read “Turn off your phone and cut back on. I am on the phone with your mom. Send a text to your mom.” After that, my granddaughter was able to send a text message to her mom.
When I received the bill, my daughter called and talk to six customer care representatives because the bill was not accurate. My granddaughter did not use the Internet. She knew that she was only allowed to send text messages. The charges started racking up the day my daughter called to fix the text messaging. They told me the charges were accurate, and I need to pay. My daughter disputed the charges. She asked to speak with a supervisor. A supervisor by the name of Heather was put on the phone and my daughter explained the situation.
She told her the same thing, that the charges are accurate. She was not trying to hear anything my daughter was saying, so my daughter asked to speak to her supervisor or to the complaints department, and she told my daughter, “No! ” She asked if there was anything else she had to discuss other than the bill, and she said was hanging up. She did this while my daughter was still talking. The whole reason for my daughter calling was to make sure I did not get a high cell phone bill. I have been a faithful customer for four years. My daughter would not have allowed them to put any feature on the cell phone that would cause a high bill. It is T-Mobile's responsibility to educate a customer on everything. They should all be in one accord with information for the customers.