Pros: Rates, coverage in Chicago area
Cons: Allow non-account owner (member on family plan) to alter account;
Deceptive methods used with services;
Do not value long time customers
Summary: Two recent poor experiences:
1) My teenage daughter, while visiting a family member, sent and received over 700 text messages in three days. When asked about these, she said she had signed up for free text messaging. When I called T-Mobile, they told me she had signed up for web access. My daughter showed me the menu option in her phone, and it indeed displayed "Unlimited Messaging", but T-Mobile told me it meant "web access." Yes, my daughter should have received permission to make any changes, but regardless, T-Mobile refused to adjust the bill. Customer Service acknowledged that the phone menu displayed this text. When I suggested I would complain to the State Attorney General, they hung up on me.
2. An electronic payment was returned for a cell phone account held for over three years for an adult disabled son, due to our overlooking depositing a check in the bank. The paper bill showed the total amount, including the returned amount, due three weeks into the future, with no warning that the account would be suspended. However, they suspended phone service within 72 hours of the electronic payment being returned. Customer Service completely ignored our 100% on time payments made for the past three years, prior to this one incident.
