I have had T Mobile for 4 years and never once had a problem. They technically are not in the area where I moved Oct 07 but have joined with a local phone service here. Everything has been great until last month my bill has almost $90 worth of texting charges. I have a fmaily plan for my fiance and myself, we have 400 text in the plan. Usually we use 350-410. I text her 99.9 of the time 1-2 text a month go to a friend or so, same for her. So if she sends 100 messages I will receive around the same amount and vice versa. Well last month says I sent 400+ and recieve 198 and she sent 360 and received 205. Well if she sends 360 I will receive around the same. I called and explained the situation the very unhelpfull and arrogent T Mobile agent. It went nowhere. Well this month I revceive my bill and same senario, says I sent 406 and recd 240 and my fiance sent 490 and recd 195. Well I printed the entire bill and found that there are charges from Seattle Washington? I never text anyone there, the number is on my phone and hers but only as outgoing. So I added the text to that numbre up and come up with 209 from my phone. So if I take the 406 I sent minus the 209 to WA you get 198, that is about right 195 that my fiance recd and 2 to friends. On hers when you add up the WA number comes up to 250. Take her 490 she sent minus the 250 to the mystery person in WA and you get 240. Which is exactly they number of texts I recd. I am trying to stay level headed before I call T Mobile but my converstaion about this matter last month was not so good, the agent on the other end was one of the rudest people I ever dealt with. Just curios if anyone else has had any problems like this?
Just an FYI the number to seattle Washington, is the service center number thats where your messages are sent from your phone and then delivered to the destination it shows up like that if your roaming so the charges are correct 99.9 % of the time, ( there are rare circumstances when there may be a known issue with billing incorrectly, presently there are none) but definately confusing if that wasn't explained to you in a way that was easy to understand I apologize. Have you thought about increasing your sms bundles? if your on the Fam plan for one fee of 19.95 per month you both can get unlimited msging insuring that you never have to worry about an sms charge again. You deserve to be treated nicely when you call and there is no excuse for that so call back, remain level headed like you said as I am sure you were when you called last month, it is entirely on the rep to maintain courtesy through the call. So again you should have been treated better call back if you want to change your msging package. Also if you call in like your thinking of cancelling due to this you may be offerred the FT msging feature for only 9.99 per month
Why is it when you subtract the outgoin to the Seattle number the bill works out perfectly? The calls are outgoin to the Seattle number are made at times I am 100% I am not using the phone. I have a set schedule I am in the shower and gettin ready for work from 330pm till 4pm m-f, their are outgoing charges to Seattle at 327pm-345pm, I do not text while showering. Also as stated I text my fiance so the number of texts I send is always almost dead on to the number of texts I receive. I sent 2 friends 1 text ea this month, take the 406 minus ther 209 to WA it is 197, that is right on par with the 195 text my fiance recieved and the 2 i sent to friends. I understand the pointof WA as being some sort of hub, But when I send a message say on 8/7 at 140am, it comes up on my bill as such goin to WA but you look at my fiances incoming and there is nothing there that matches any of that, shouldn't I see an incomming from WA or MY cell number for that time?
remember this the timing on the bill is confusing because when you're roaming and the message center is coming up it is rated pacific time so it' not the actual times that you're sending from in your timezone. It sounds like there is a slim chance that you may have been double billed for sms usually though it works out to be correct. Call and explain it to tmobile like you're explaining it to me...because I gotta tell you if I'm taking your call I am probably crediting the charge sounds like billing error to me but I am not looking at your acct so I wouldn't know for sure. Good luck
Thanks for the help. And I hope you didn't fnd my repsose to have any attitude in it. I did not call tonight as I was lil upset, this is the 2nd month this has happened, and the last monthe when I called I spoke with one of the most rudest customer serivice managers. I know in my line of work CSI is HUGE people get fired over a bad CSI score.
No worries man you're post didn't seem to have any attitude and I should have said before welcome to WA. It sounds like you really do have a legit billing issue there. I am in our Retention department so I understand that you expect high quality CS, and you should. Talk to somebody else at Tmobile you'll get through to somebody that has the knowledge necessary to decipher if it is a legit issue, but be prepared if we determine that there is no error we will explain that and if the charges are determined to be valid they may not be credited. Again though I recommend the unlimited msging or a new feature that we have for free is the Msg Block, you can still use your 400 but when you get to that amount you can't receive or send any charged msgs. FYI there may be no way for tmobile to determine if this is an error as we can't tell what was in the messages either just that they were sent or received and what time the billing system picked it up. Sometimes when roaming as well you are subject to late billables...i.e. the roaming towers that you're pulling service from may not report your activity to tmobile at the same time that tmobile towers would, you can be billed for messages sent last month this month or calls made it sucks but it happens rarely but happens.
I just don't understand, I have never had a problem in 4 years like this. I spoke to someone at T Mobile first person was not really listening but atleast she was nice. The supervisor said he will further investigate it and call me next thurs. For now I signed up for the unlimied plan, I still feel as I should not have to pay $19.95 a month for it but for piece of mind it is worth it.
Well you're right and your willingness to sign up for the unlimited plan shows intent on your behalf to resolve the issue if it is not a billing issue so that will go a long way to this supervisor possibly offerring a credit even if it is not a billing issue and just valid overage. So my kudos to you I only hope that the person you spoke to follows through and they should. I will PM you later.
Maybe their isn't a problem, maybe the problem is that you used extra and were billed correctly? Just throwing it out there, but if you are sure that there is an error of some sort then call back if there is an error we will find it
