T-Mobile USA

Subject: Urgent: Immediate Access to Account Records & Security Investigation – Account #[protected]
Inbox

Jenna Salerno
Aug 26, 2025, 10:39 AM
to me, bcc: fcccomplaints, bcc: consumer, bcc: board.secretary

Dear T-Mobile Executive Relations / Fraud Department,

I am writing regarding my T-Mobile Home Internet account (#[protected]). Since August 3, 2025, I have repeatedly attempted to obtain full account records, including all billing statements, support tickets, and correspondence related to service activation issues, unauthorized account changes, and confirmed security breaches. Despite my repeated requests via chat portals and phone calls, I have not been provided access to these records, nor have I been given a proper supervisor or escalated to Executive Relations as promised.

The confirmed security issues on my account occurred around the week of August 12, 2025, yet I have received no investigation results or correspondence. This delay constitutes a failure to safeguard my personal information and is a serious violation of my privacy rights under federal law, including the Federal Trade Commission Act (15 U.S.C. § 45) regarding unfair or deceptive acts or practices, and the Gramm-Leach-Bliley Act (15 U.S.C. §§ 6801–6809) regarding the protection of personal financial information.

In addition, under New Jersey Consumer Fraud Act (N.J.S.A. 56:8-1 et seq.), I have a right to timely, accurate, and complete records concerning my account. Withholding my account documents, denying paper billing, and failing to provide proper escalation or investigation information constitutes a violation of state consumer protection laws.

I am formally requesting:

Immediate access to complete documentation of all communications, actions, and network activity related to my account, including IP addresses, device serial numbers, MAC addresses, and any surveillance or monitoring of account activity.

The full transcript of my calls and interactions with all T-Mobile agents, including the agent who handled my call(s) regarding these security concerns, and that this agent’s conduct be investigated.

Written results of the investigation into unauthorized access or fraud, including actions taken to protect my identity and account.

Confirmation that my service remains fully active and operational while this matter is resolved.

Immediate correction of billing issues, including the $75 charge incorrectly applied to my account, and restoration of my requested paper billing.

Compensation for the confirmed security issues, the improper handling of my account, and the ongoing risk to my personal information.

I expect a prompt written response confirming receipt of this request and providing a firm timeline for delivery of all records, investigation results, and resolution of all service and billing issues. Failure to provide this information may result in filing formal complaints with the FCC, the Federal Trade Commission, and the New Jersey Board of Public Utilities, as well as pursuing all available legal remedies.

Sincerely,
Jennifer Monticello

My internet sucks and nobody at t-mobile seems to know how to fix it they just switch from one tower Columbus.US to Charleston.US and both of those are the closest towers but we have hills causing those towers to not work for us. So I have asked multiple times to change our tower to the Williamsburg Tower and nobody can do it. I ask for the tech at the next tier up to get this done and I'm told we will have to get back to you over the next few days. After I told them they will not be able to call me because our internet speed causes my phone to not receive calls. The Irony of this company is astounding! I'm giving up and looking for another provider.

Subject: Urgent: Network Outage Issue - Request for Compensation 

Dear Customer Service Manager, 

I hope this message finds you well. I am writing to express my very deep dissatisfaction with the service provided by T-Mobile over the past five days. Despite my account being fully paid and up to date, I have been experiencing a complete network outage, which has severely impacted my personal and professional life. The issue began five days ago and counting and despite numerous attempts to contact your customer service team, it remains unresolved. All i have received are false promises that my issue would be fixed. This is not the level of service I expect from a reputed company like T-Mobile, especially considering the significant inconvenience this has caused me. My number has now been completely cancelled and i can't even get into my t mobile online ac this situation is disgraceful.

The network outage has disrupted my daily activities in several ways: 

Work-related Impact: As a professional who relies heavily on mobile communication for work, the network outage has hindered my ability to attend important virtual meetings, respond to work emails promptly, and stay updated with work-related developments. This has not only affected my productivity but also my professional reputation. 

Personal Communication: The network outage has cut off my primary means of staying connected with my family and friends. In these challenging times, staying in touch with our loved ones is more important than ever, and the lack of network connectivity has made this impossible. 

Online Services: I depend on my mobile network for various online services such as banking, shopping, and entertainment. The network outage has disrupted access to these services, causing considerable inconvenience. 

Emergency Situations: The network outage has left me without a reliable means of communication in case of emergencies. This has caused me significant stress and concern for my safety as i suffer with mental health issues and have extreme anxiety.

 I understand that technical issues can occur, but the prolonged duration of this outage and the lack of effective customer support are unacceptable. I believe I am entitled to a reliable service, especially when I have fulfilled my end of the contract by paying my bills on time and being a loyal t mobile customer for the past 5 years In light of the above, I kindly request that T-Mobile provide appropriate compensation  monetary for business lost and still counting  or free phone replacement (one of my choice)  for the inconvenience and disruption caused by this prolonged network outage and my mobile number being cancelled without any way or help of getting this sorted. This is a most definitely a fair and reasonable request given the circumstances which i expect to be fulfilled look forward to your prompt response and a swift resolution to this issue. Please consider this matter as urgent. Thank you for your attention to this matter.

 Best Regards, 

Colin Donnelly

PS legal action will be taken, and dissatisfaction posted to social media also cannot give you my mobile number as texts and calls cannot be received or sent