Letter to T-Mobile Customer Service

T-Mobile Wireless

P.O. Box 37380

Albuquerque, NM 87176-7380

RE: Phone number 817. 962.xxxx

Dear T-Mobile Customer Service,

I recently cut off our home phone and went cellular only. Since I could not add any more lines to my current (non T-Mobile) plan, I purchased a pre-paid phone to keep at home for my daughter to call my wife or myself if need be. We work in the building next to our house, a 30 second walk, so this is not a phone that gets used much.

Last month, I noticed that the money ran out on the phone despite the fact that we had not used the 30 minutes that I paid for a month previously. I thought perhaps my daughter had made calls without my knowledge/permission, so I watched the call logs this month. I was quite surprised when the minutes ran out on the phone in less than a month with just 2 answered calls and 2 outgoing calls.

I am enclosing the transcript from my discussion online with Customer Support. I discovered that, despite the fact that voice mail had never been set up for this phone, I was being charged for every call that went through to voice mail. To make it even worse, the calls that made it through to voice mail could not even leave a message and I never checked voicemail (since it was not set up), yet I was charged for these calls! And on top of that, the calls must have been wrong number calls because nobody has this number and the call log shows numbers from outside our area code. I questioned my daughter’s integrity (she said she did not make any calls other than the ones to my wife and me), and come to find out, it was T-mobile who has integrity issues.

I am not sure what I hope to gain from this letter. You did take my money and charged me for “services” I never wanted, but I guess I am hoping to find somebody who would say, “I cannot believe our company has a policy like this. This is wrong and we will change it.”

I would appreciate a response to this letter stating whether it is a known policy of T-Mobile to charge customers for wrong number calls, going through to a voicemail where a message cannot be left, cannot be checked and has never been set up.

Thank you for your time listening to my frustrations. I certainly hope to hear back from you. I have included my address, email and phone number at the top of this page.

Rob Hurt

(letter mailed 3/5/10)