T-Mobile responds to payment policy complaint
In today's Q&A on a complaint about T-Mobile's payment policy, reader Patricia Hall was told she needed a Social Security Number and driver's license to pay her daughter's cell phone bill.
When Hall asked why, she was told something about an FCC law, but couldn't get a clear answer from T-Mobile. So I tried and received a muddled response from some unnamed person at T-Mobile USA Public Relations. Since I couldn't get T-Mobile to respond, I contacted other cellular companies to try to make sense of what Hall encountered.
Well, someone higher up at T-Mobile noticed the less-than-stellar response we received and contacted me this morning to offer help should we receive complaints about T-Mobile in the future.
Sounds like Hall received bad info from the Marley Station T-Mobile store. Here's the proper policy, according to Graham Crow, account director Waggener Edstrom, the PR firm for T-Mobile, who also apologized for the person who didn't answer the question more clearly the first time:
It turns out the information provided at the store was simply a misunderstanding of T-Mobile's policy. We have reached out to the store to correct that.
Although the information provided in the prior e-mail was in fact correct insofar as it related to the policy on inbound telephone calls -- unfortunately it did not actually address the question that was asked about payments in a store.
T-Mobile's policy allows account payments in its retail stores without the need to verify identity. If, however, the person making the payment is seeking access to account information beyond the balance due, FCC regulations mandate that the person physically present in the store produce their government issued photo ID matching the name of the customer (or a person the customer has previously designated as an authorized user on the account). Even if the person knows the customer’s Social Security Number or Driver’s License Number, T-Mobile’s policy is to refuse in-store account access without the photo ID.
T-Mobile takes great pride in providing the very best in Customer Care experience for its customers. It’s something they treat very seriously and they take great pride in the numerous validations of this with their J.D. Power Awards for outstanding Customer Service.
Thanks for the clarification, Graham.
Anyone else with T-Mobile problems should write in to us. We've got a good pipeline to the company now to help you resolve those issues.
(AP Photo)
Categories: Cellular/Landline/Voice over Internet, Complaints
Comments
Dan Thanh Dang can you please consider to write a blog about crooked lawyers? On the mdcourts.gov website for MD Attorney Greivance Commission for 2008 there are 43 lawyers disciplined. More are listed in 2006 and 2007.
DD: Robert, will do. Thanks for pointing out an area we've been neglecting. We'll start posting those disciplined to this blog.
Posted by: robert aman | July 22, 2008 4:37 PM
i ordered a phone from T Mobile on the 11th may 2007 and i got it on the 16th i lost it on the next day and i report it on the 18th, first the insurance said i am not covered, than i write letter to terminate my contract and stoped my direct dibet and than one of the staff told me on the phone that because i didn't pay the bill of £35.00 first, and i did but no result, one year later i get bill of £595.00 to pay or £420.00 to clear my balance please help what advise can you give me.
Posted by: Bouchra | August 10, 2008 1:19 PM
I report a lost telephone to T-mobile on
7-25-08 the rep flag the account I was told their would not be any other changes. This month bill has contract fee $200.00 the other account were charged $20.00 I didnt
report and think on the others their a
280.00 extra charge to my bill. T-mobile as been a nightmare. If I only did my homework on cellphones.
Posted by: Desirah Grigsby | August 28, 2008 3:04 PM
nice post i haave RSS'd you, please update more often
cheers
Posted by: feepneuse | September 30, 2008 6:24 AM
I opened 4 lines and bought 3 phone from an authorized T-mobile dealer. The guy helped me to cut the bar codes to do the phone rebates. I canceled my service within 14 days which I was told to be trial period. I should be able to return all the phones and get my money back, even if the phone bar codes are removed. I was told by 2 different T-mobile representative. However, when I took the phone back to the store, the guys kept my phones and promised to refund me later. 2 months has passed, still don't see money. I called him and he kept saying he would pay me. Anybody knows what I should do. The guy didn't give me a receive for returning the phones. But, I have a witness. In this case, Can't I sue him?
DD: I'm not sure I understand why the guy cut your bar codes? Did he then keep them? I'd go back to that sotre and talk to a manager before you sue them. Then I'd write corporate a letter. Suing should always be a last resort. Anyone else out there have tips for Jay?
Posted by: Jay | October 20, 2008 3:14 AM
I have a problem regarding coverage. Talked to sales reps at the TMobile store in Reston as well as with customer service reps from TMobile. No resolution. At work I have no coverage whatsoever. Looks like TMobile has an antenna on the building or on one of the adjacent buildings. However, I have no coverage at all, zero. I understand the antennae - by design - do not radiate energy below or above. However, I need to use a cell phone at work. Coworkers using services from other providers get easily 3 bars. Work address is 11950 Democracy Drive, 4-th Floor, Reston VA 20190-5624
Posted by: O.G. | December 1, 2008 2:34 PM
Hello,
I had a horrible problem with Tmobile today. I got a bill for $100 for a phone exchange. My phone is under warranty. Apparently the red indicator light was on and that means that there is water damage. My phone has never been close to water, and is well taken care of. they said it may be from humidity. I mean, really? I live in Chicago and we have plenty, does that mean that my phone will constantly break and i have to pay $100 every time? Anyway, the service was horrible, my husband got into an argument, and this was all just ridiculous. I have been a LOYAL and good customer for over 6 years and being treated like this makes me feel like I made a huge mistake keeping them for so many years. We are not going to renew our contracts.
Posted by: FF | December 9, 2008 1:18 PM
T Mobile sent me a defective phone throught the customer service department.
They would not consider helping me in one of there factory stores
The policy is flawed and there customer service leaves alot to be desired.
I will not renew any contracts with a company that simply feels to big to service there customers.
Posted by: G. F. | February 18, 2009 3:11 PM
T Mobile sent me a defective phone throught the customer service department.
They would not consider helping me in one of there factory stores
The policy is flawed and there customer service leaves alot to be desired.
I will not renew any contracts with a company that simply feels to big to service there customers.
G.F., you should consider filing complaints with the attorney general's office and the Better Business Bureau ... and if you paid with a credit card, you should contact them to let them know you received defective merchandise. --- lfk.
Posted by: G. F. | February 18, 2009 3:11 PM
My son left for Army basic training in 2004. He had a TMobile contract and I personally negotaited with Tmobile to end his contract without the $200 early contract fee. Now 5 years later, they send his account over to a colloection agency. This has lowered his credit rating and has caused great difficulty in obatining an apartment. He had contacted Tmobile last week and they waived it again saying it would be off his credit report in two weeks. Now this morning he gets an additional call saying they have no record of any resolution and his account was just deffered for 12 months. What a scam! Help!
Posted by: Gary Ruiz | April 14, 2009 11:41 AM