Junk fees . . . . not even in the contract

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#1
In June 2014 I purchased a iPad Mini from t-mobile who had a smoking deal - $200 off the retail price, free shipping and a data deal that was 2gb a month for $10. Plus they let you finance the ipad over 24 months without interest. . . . you could also cancel the data deal at any time with zero penalty - while maintaining the 24 month financing and then 200mb a month forever = as long as you owned the tablet.

I decided to cancel 12 months after buying when they raised the price for the data to $20 - they sent me to retention and agreed to honor the same deal -= I asked for it in writing - and they could not do it so I documented the call carefully - with the rate plan I was on prior to the increase in price. I specifically stated and asked them to record that I was not agreeing to any new contract with T-mobile, that I was merely agreeing to maintain the existing plan at a negotiated price. I agreed, was billed $10 - but only for 200mb of data. I spent an hour addressing that issue until they agreed to terminate my service retroactively given the false representation - and put me back on the free 200mb a month - then they started billing me $10 a month again for the 200mb.

I called back- recounted the conversation - time and date - and the new supervisor told me the prior supervisor had - per my request - noted the conversation and what we agreed to. She then told me there was no such plan . . . . so I completely canceled my service - they could not provide me the 200mb for life without an open account and could not keep an account open without billing me. [interesting, given their prior marketing promise.]

Its just not worth the effort to argue with these folks over 200mb - which is not even a months worth of email.

However - again - I was clear and the person I spoke with was professional and expressed the standard corporate non-apology - but did note my account the history, my original plan, the terms of it [which I had downloaded when I first signed up - I do that routinely now] provided for no contract term and no cancellation penalties- and I then paid off my tablet to end my relationship with T-mobile.

I then get a bill from T-mobile for $49 - 2 months tablet service plus tax.

I contact them and they tell me it is a 'standard' termination fee.

I thanked the person - and immediately when to email so there would be a record.

I challenged the fee. I asked them to point where in my specific contract it provided for a termination fee.

They said that I was not on that contract any longer. I asked them when I agreed to a new contract.

They pointed out the data plan. I said that I never agreed to a new contract. That they could not prove any evidence that I executed or agreed to a contract.

I had the date and time of three phone calls. I had names of supervisors. I sent an email to the first executive on Chris' list - and they responded the next business day - apologizing for the 'confusion' and zeroing out my account. No explanation - just -you owe us nothing. While the exec team prob just bailed on it - because it was $40 = but imagine how much they collect because people just give up.

They invented the fee. The termination fee is $300 for tablets under the current contract. I got a really good deal back in 2014. They had a surplus of iPad Mini 2 when the 3 came out and needed to get rid of them. I did discover that it was a manually input fee from the retention department - someone just decided to try to collect $40 from someone for no contractually supportable reason . . . .

BTW:L Katherine O-Leary is no longer employed by T-mobile - that email address needs to be removed from the T-Mobile Exec list - @Grant Ritchie
 

Grant Ritchie

Dependable adequacy :-)
Oct 1, 2014
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#4
In June 2014 I purchased a iPad Mini from t-mobile who had a smoking deal - $200 off the retail price, free shipping and a data deal that was 2gb a month for $10. Plus they let you finance the ipad over 24 months without interest. . . . you could also cancel the data deal at any time with zero penalty - while maintaining the 24 month financing and then 200mb a month forever = as long as you owned the tablet.

I decided to cancel 12 months after buying when they raised the price for the data to $20 - they sent me to retention and agreed to honor the same deal -= I asked for it in writing - and they could not do it so I documented the call carefully - with the rate plan I was on prior to the increase in price. I specifically stated and asked them to record that I was not agreeing to any new contract with T-mobile, that I was merely agreeing to maintain the existing plan at a negotiated price. I agreed, was billed $10 - but only for 200mb of data. I spent an hour addressing that issue until they agreed to terminate my service retroactively given the false representation - and put me back on the free 200mb a month - then they started billing me $10 a month again for the 200mb.

I called back- recounted the conversation - time and date - and the new supervisor told me the prior supervisor had - per my request - noted the conversation and what we agreed to. She then told me there was no such plan . . . . so I completely canceled my service - they could not provide me the 200mb for life without an open account and could not keep an account open without billing me. [interesting, given their prior marketing promise.]

Its just not worth the effort to argue with these folks over 200mb - which is not even a months worth of email.

However - again - I was clear and the person I spoke with was professional and expressed the standard corporate non-apology - but did note my account the history, my original plan, the terms of it [which I had downloaded when I first signed up - I do that routinely now] provided for no contract term and no cancellation penalties- and I then paid off my tablet to end my relationship with T-mobile.

I then get a bill from T-mobile for $49 - 2 months tablet service plus tax.

I contact them and they tell me it is a 'standard' termination fee.

I thanked the person - and immediately when to email so there would be a record.

I challenged the fee. I asked them to point where in my specific contract it provided for a termination fee.

They said that I was not on that contract any longer. I asked them when I agreed to a new contract.

They pointed out the data plan. I said that I never agreed to a new contract. That they could not prove any evidence that I executed or agreed to a contract.

I had the date and time of three phone calls. I had names of supervisors. I sent an email to the first executive on Chris' list - and they responded the next business day - apologizing for the 'confusion' and zeroing out my account. No explanation - just -you owe us nothing. While the exec team prob just bailed on it - because it was $40 = but imagine how much they collect because people just give up.

They invented the fee. The termination fee is $300 for tablets under the current contract. I got a really good deal back in 2014. They had a surplus of iPad Mini 2 when the 3 came out and needed to get rid of them. I did discover that it was a manually input fee from the retention department - someone just decided to try to collect $40 from someone for no contractually supportable reason . . . .

BTW:L Katherine O-Leary is no longer employed by T-mobile - that email address needs to be removed from the T-Mobile Exec list - @Grant Ritchie
Thanks, Joe.

I forwarded your note about Ms. O'Leary to Trent.

Grant