Complaint Rating:

Company information:
1321 N Catalina St
Burbank, California
United States
Phone: (818)843-6112

I started my plan with T-mobile, purchasing my phone and service plan online on the last day of June, 2007 (activation was in early July, 2007) and that's when the first signs of trouble began. The very first issue I had was on day one of having the plan (To be exact, day one of receiving the phone, they activated it before I received it by a day or two...) where the data plan, which I'll start by saying isn't optional on my phone when purchasing it and which I did have on my account when I checked out online buying the phone, was not active on my account (should have taken note there that they can't make their own systems work, but didn't) but that was relatively easy to fix by way of a quick phone call (though at that time the rep said I lied about having purchased that plan even though I had... Oh well.) For the next couple of months I had no issues other than the occasional dropout of service in "covered" areas. Then suddenly, my voicemail box dropped off the face of the planet. To the date of cancellation (over 3 months, 1 email, and 2 phone calls later) they never restored my voicemail service, nor did they attempt to. Instead I received the runaround, via email and over the phone I was asked if I wanted to "report a service outage" but was never offered any help in repairing and restoring my voice mail inbox. The customer support representatives that I talked to were unable to comprehend the problem that I was having and continually read from what seemed to be a script rather than actually helping me out. I called today (February 11, 2008) to finally cancel my 'incomplete' service once and for all on the grounds that they refused to help me fix my problem and was informed that (quite suddenly) they had no records of my previous calls.. (Even though they saw the first time I called from their system the second time I called about the voicemail problem, I found that strange..) They ended up saying that I would be paying $200 to cancel my service because of their error.