T-Mobile = Bad

It all started around Jan, 2008. I started getting dropped calls and routing problems. People I never heard of calling me from all over the country. They claimed they are not dailing my number but somehow my phone is ringing. My family members and workers are calling me but it never goes through. I only find out later at the end of the day when all my voicemail comes in at once. These unknown calls are really getting to me because they call day and night. Sometimes at 3 and 4 AM in the morning. Early at 6 to 7 AM and also late at 9 to 10 PM. Pretty much all day long and continues well on for an entire month! I called T-Mobile to ask about the issues I am having and they tell me there's nothing they can do about others calling me. They verified my identity and did offer to change my number for a fee ($20/line). At this time, my 2 year contract has expired and I really don't need to continue. I tried to get the fees waived and they said no. I told them that my contract IS over and I might just look elsewhere for better service and said I would like to stay with them but don't feel l should pay for something that was not my causing. (Obviously, network issues, routing issues, etc.) I told them I would think about it over the weekend and get back with them.
I called back a few days later to cancel my service. The rep told me that I wasn't an "authorized user" and can not perform a cancellation on the account. I told them that I just spoked to a rep a few days ago and certainly had been "authorized" by the other rep because our conversation did contain personal information. I asked who then is the "authorized user" that can do that for "MY" account. The rep ignored my request and stuck with the "you are not authorized". I asked how I can get authorized and the rep referred to a snail mail rout. They would mail a form to me, I would have to fill it out and mail it back. Only then, they will add my name (if approved) to a list of "authorized users" for "my" account. I asked how long will the process take and the answers was about 30 days for approval. ARE YOU KIDDING ME!!! I asked for another way that would be faster and was told "NOPE"! I asked who is on "MY" account's "authorized users" list and the rep again ignore me. I offer all my personal information to be varified with "MY" account, including my SS#, TAX ID, address, etc. but was also ignored.
After about 30 minutes or so with this rep getting nowhere, I asked for a supervisor or manager and was told it wouldn't matter. I requested one anyways and was told they are REALLY BUSY and this will take a while. Well, another 30 minutes and the rep got back on the line and said they can't help me and that I will have to be an "authorized user".
Now, I can't cancel my service. I have to fill out this BS papers and a month later hope that I can cancel my service. In the mean time, I have to deal with these unwanted calls from all over the country and on the other hand have to deal with the fact that the calls that is meant for me are not getting through.

 

Yes, I have log into mytmobile.com but there are no resources there for cancellation of account. I have statements from each months with MY name on it as the account holder, with MY billing address and MY phone numbers for MY account. I have no idea what this rep is smoking but that's enought to try and let everyone know my experience with T-Mobile.

I did call back just to get the same answer, that I have to be an "authorized user", but ahhh... who is currently an "authorized user" on MY account???? They never answered.....

I also want to mention that I did get a call back from customer service, at 5 AM in the morning. Seriously, do they think anyone is going to answer? They did not leave any messages but I was able to look up the number and it was T-Mobile's toll free number.

 

Oh, I forgot to say that I did email them concerning my cancellation request and made a complaint concerning their reps. I did get a reply email from someone else stating that they apologize for the experience I've been having and that I should call back to talk to them. I requested to talk to someone else, not just a rep where I would have to explain myself again and go through the entire process with some ignorant rep that refuses to see that I hold the bill in front of me with my name, address, number, and whatever else it is that would be necessary for a security clearance. I did not get that number but just another reply stating their apology and for me to call into the customer support line.

Don't get me wrong, I am still trying to get someone who IS willing to help. I do hope that someone from T-Mobile itself can clarifiy this issue for me.

 

Thanks. I'll try them and see what happens. At this point, I am not really looking for a fix T-Mobile's problems because I don't care to stay with T-Mobile. I just want to cancel my service.

I mean, initially, I was able to access my account with the rep and a few days later when I call back to cancel, another rep tells me I am not authorized being I am the account holder...

 

Telekom, I thank you for the info but I am just frustrated with T-Mobile.

Spleck, I have no issues holding up to my end of the contract. I have sign 2 years with Sprint and Nextel in the past and held up to them, switch to T-Mobile and also held up to them. My contract with T-Mobile is beyond 2 years now. It is on its 3rd year at this point. Coverage at my work is very good. Coverage at home isn't too good. I have a full bar at work but about 4 miles down south where I live in BR, LA, I have 1 bar at home. Again, I am not complaining about that. The whole issue here is I was trying to cancel my service and was bluntly lie to when initially I was "authorized" to access my account with another rep. Also, as I mentioned, the rep never cared to release the name “authorized” on my account… maybe there is none and the account belongs to noone and that noone is still paying for the bills sent to him.

tmobileman, I assume you work for T-Mobile? I’ve had no serious issues with T-Mobile in the past. Other then some occasional problems that would arise with any wireless carriers, I had no complaint until this time. I just wanted people out there to know what I went through because of how I was treated and the BS they put me through wasn't necessary.
To answer your question, yes and no to the business account. When I sign up with T-Mobile, the rep told me that I couldn't sign as a business account because it's less then 5 lines. They told me that business accounts MUST have 5 lines minimum. I have 3 lines. They told me that I could sign up with a regular family shared account but put my business name on it. That is how I got my business name, tax id, etc on the account. Having said that, I am the person that signs all the paper works, the account is under my name with my business name printed under mine. I initially paid all line activation and fees with my personal credit card. How does T-Mobile not have my name as the account holder? Also, why is my name printed on the bill but they claim I am not "authorized"? T-Mobile seriously has an issue with their reps and this will cost them customer loyalty.

FYI: My name is and should be the only name under the account with my business name listed. When I signed up, they did a credit check and I had to put my name, social and credit card in to get approved.

 

Thank you again, I didn't know that. I have never ported numbers before and always thought that I would have to cancel my service with the current carrier before I sign up with a another one. I don't really mind the contract, it's just business.
On the flip side, I don't really know if the weird calls are 100% T-Mobile's routing issues. If I port the number over to the new carriers, will I still get these weird calls? To eliminate that possibility, I would rather get a new number.
I might just try that and change the number later is it continues. Thanks again.

 

I can't do that at this point. After the "not authorized" issue came up with the rep, it looks like they documented it and when I called in; they would not access my account until I become "authorized".
The last time I called in, they asked for my phone #, name, but did not request my business name or tax id. Told me I am not "authorized" to access MY account. I offer to verify myself to them by providing social, address, business and tax id but they just ignored my offer and continue with the "you are not authorized". I'll try to locate the emails that just continue with the lies that I am not authorized on my own account and post it here.

One question I do have concerning the weird calls I'm getting. Is it possible for a network routing issue to cause that much problems on my number? I have 3 lines here and only 1 of it has these calls coming in. I didn't have this problem in 07 but since 08 till now, it's still going. The drop/miss calls and stuffs I can understand with reception or dead spots/tower issues but continued incoming calls from all over the country to one number for this long a period has got me thinking it might not be a routing issue but how can this happen. These callers are actually leaving messages for their intended recipient but it's ending up in my voicemail.

 

No, all 3 lines are under my name and one account that is on it's 3 year now. I can move on to any other carriers now but really have only 2 choice because of service coverage and personal experience. Sprint/Nextel, I have used in the past and didn't have such great coverage, T-Mobile is better but still have issues intermittently and current issues. I am trying to figure out the best route, either Verizon or AT&T. GSM vs CDMA.

Tmobileman, my name IS on the bill sent to me. Like I said in the thread, a rep from t-mobile did tell me from the beginning when I signed up that it can not be a business account unless it's 5 or more lines. I only needed 3 lines for myself and 2 other employees. I signed up using the business name to pay for the bills but again, my name is listed on the bill sent to my business address. I find that interesting that I have never had issues accessing my account before this issue arise and my account have been good standing since signing.
I thank you for trying to help and will take your advice and try the numbers given. Do understand that I don't have time to just write this for no reason. T-Mobile, like I said, in the past has not given me any troubles.
NO attitude, I very much disagree. I have been on the receiving end of much of this attitude from t-mobile's rep since this issue came up.
Thank you, but I think it's time to move on.
Thank you everyone and have a great one!