At the beginning of this year, I had 3 lines on my family plan. My sister, who goes to school in Weatherford, OK finally decided to switch providers b/c she could not get any service while in Weatherford. She was relegated to texting instead of calling because of the poor service coverage. The most important reason she decided to leave of course, was safety. She left our plan on Jan, 5 2013. Recently, I noticed I was charged a $200 contract termination fee. I cannot begin to explain how upset this makes me. The only reason she left t-mobile was because she couldn’t get a signal and we were worried about her safety.
When I called in today, a customer service rep told me that I was charged because the third line was included in my contract. I was absolutely not told about this change when the contract was extended in August. It was my understanding that the first 2 lines were held to the contract and any add-on lines could move with no penalty. I’ve been a happy customer with T-Mobile for over 10 years until today. My request is that you waive the $200 fee. I don’t mind paying for the service for the remainder of the month of January but I absolutely do not think its just to charge me the $200 fee, especially when she left the plan b/c of coverage issues.
I told the CSR that this was seriously making me consider moving to another carrier. It is my opinion that if you aren’t concerned/loyal to the customers that have been with you for such a long time, then as a customer, I should have no qualms in reciprocating that sentiment.
At the beginning of this year, I had 3 lines on my family plan. My sister, who goes to school in Weatherford, OK finally decided to switch providers b/c she could not get any service while in Weatherford. She was relegated to texting instead of calling because of the poor service coverage. The most important reason she decided to leave of course, was safety. She left our plan on Jan, 5 2013. Recently, I noticed I was charged a $200 contract termination fee. I cannot begin to explain how upset this makes me. The only reason she left t-mobile was because she couldn’t get a signal and we were worried about her safety.
When I called in today, a customer service rep told me that I was charged because the third line was included in my contract. I was absolutely not told about this change when the contract was extended in August. It was my understanding that the first 2 lines were held to the contract and any add-on lines could move with no penalty. I’ve been a happy customer with T-Mobile for over 10 years until today. My request is that you waive the $200 fee. I don’t mind paying for the service for the remainder of the month of January but I absolutely do not think its just to charge me the $200 fee, especially when she left the plan b/c of coverage issues.
I told the CSR that this was seriously making me consider moving to another carrier. It is my opinion that if you aren’t concerned/loyal to the customers that have been with you for such a long time, then as a customer, I should have no qualms in reciprocating that sentiment.
Please renew my faith in T-Mobile.