T-Mobile

02/22/12

T-Mobile
Box 37380
Albuquerque, NM 87176
Attn: Teresa Masters
877-290-6323 x 341-8032

re: 720-261-1684

For your convenience, this document is published on the Internet at:
http://www.mkgappraisal.com/letter2012_01.htm

In November of 2007 I visited a T-Mobile kiosk at 15308 E Iliff Ave, Aurora, CO. I spoke with a sales rep. I do not remember his name. His sales rep number is/was: 1809804. If it is possible to contact this person, I believe he will confirm my story and he might be able to help facilitate a solution.

I told the sales rep that I had been using T-Mobile for my cell phone service, and I wanted to make some changes. Specifically, I wanted to:

Purchase a new cell phone that would automatically update the clock by satellite.

Change from a monthly plan to prepaid.

I wanted to keep my existing phone number 720-261-1684.

I was happy with the service I received from the sales rep. He listened to what I had to say. He was knowledgeable about the T-Mobile products and services, and he did a good job of explaining my options. I agreed to buy a new phone for (about) $60, and I agreed to pay $100 as a pre-payment for cell phone minutes.

I knew that $100 would buy way more minutes than I needed, and there were much cheaper options available. But I chose the $100 dollar option specifically because this would make me eligible for Gold Rewards - and therefore my minutes would not expire. The sales rep did a good job of explaining that I would need to make a minimum $10 purchase at least once a year, but if I did that, my minutes would not expire.

I paid $164.85 on my VISA card on 11/05/2007 - see attached copy of my statement.

I remember that the sales rep initiated the transaction of setting up my pre-paid account (and closing my monthly account) over the phone. This took a long time (maybe an hour). He spoke with several different people. He spent long periods of time on hold, only to be told that he needed to talk to someone else. It was clear to me this was a complicated process, and I was glad he was dealing with it.

Furthermore, I recall that this process required me to make 2 or 3 return trips to the kiosk. Even though I am not a sophisticated cell phone user, I could not understand why this was so hard to get done. But I kept at it, and after a few days/weeks, we finally got to the point where everything was working according to plan.

Since November of 2007 there has been a recurring problem. I expect my minutes to be good for a year - and they "expire" after only 3 months. I call T-Mobile customer service to get the problem fixed. These calls are difficult, time consuming, and frustrating.

On Friday, 1/27/12 I turned on my cell phone intending to make a call. I got a recorded message that said my phone would not work because my minutes had expired. I called T-Mobile Customer Service at 877-778-2106. I spent 2 hours speaking with Rudi, then Lynn, then Charlotte (1450734), then Debra (12283), then Luis (854382), and finally David (854090). Each of these agreed that I have Gold Rewards status and that my minutes should last for 12 months. No one could offer an explanation as to why this problem has continued for more than 4 years. No one suggested that it was in any way my fault. And yet, when I asked each of them to fix the problem, they all had the same answer. They all said "no".

Teresa - when you and I spoke on the telephone 2/7/12, I explained all this to you as best I could. You stated that you were unwilling to fix the problem because you could not confirm that I had paid $100 in November of 2007. And when I asked (as specifically as possible) if I provided you with a copy of my credit card statement to prove that I had paid $100 - would you then agree to fix the problem? I took your response to mean that you were uncomfortable with the question. I heard a lot of hedge words and disclaimers, but you promised that you would "try" to fix the problem.

It was very inconvenient for me to hunt up the copy of my credit card statement and I am uncomfortable sharing this because of privacy and security concerns.

I estimate it has taken 2 hours of my time to prepare this letter. 2 hours with customer service in January, plus 30 minutes speaking with you (including the time it took to send an email to brian.brueckman2@t-mobile.com). I estimate another 2 hours speaking with customer service 4 (or more) times in 2008, 2009, and 2010. That adds up to 6.5 hours of my time. I am unhappy and frustrated.

But now the ball is on your court.

Please send a reply letter (response 03/09/12) to confirm that you have fixed the problem so that when I purchase $10 of minutes in November of 2012 - the minutes will not expire for a full year. If you are unable or unwilling to fix this problem, then please refund my $164.85.

Sincerely,

Philip G Rice
11268 E Linvale Dr
Aurora, CO 80014
720-282-3376
phil.rice@mkgappraisal.com

-- End of Letter --

ExecutiveResponse@t-mobile.com

Philipp Humm
12920 SE 38th St
Belleview, WA 98006

brian.brueckman2@t-mobile.com

fax 505-998-3796

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