Act promptly. As soon as you see a discrepancy with your cell phone bill or charges, contact T-Mobile right away. Waiting can multiply the damages of the mistake, and it can diminish your chances of winning the dispute.
Obtain legal counsel. You can get free or low-cost legal advice from LawHelp.org or ProBono.net. Use their services to determine if you have a chance of winning the dispute. Contact T-Mobile to inform them you've just obtained legal counsel and threaten to take them to court if your situation isn't resolved. Contact T-Mobile at 877-453-1304.
Write T-Mobile a letter. Sue Macomber, from the Utilities Consumers Action Network (UCANN), recommends writing and sending a letter so the complaint is officially logged. Send the letter through certified mail with a return receipt. Include in your letter a reasonable deadline you expect a written reply or the dispute to be resolved.
Keep detailed records. Jot down the time and length of every conversation you have with a T-Mobile representative. Write a few words about the conversation and try to get the representatives name or rep number. Detail every event related to the dispute, and get witnesses if you need to.
Maintain a clear but firm attitude. Speak in a calm but confident voice. Be clear about the outcome you are looking for. If you're looking for a full refund say so from the start. If you just want a replacement phone or a different type of service from the one you have, then inform the representative as clearly as possible. Remember that the T-Mobile representative is a human being who wants to help you, but they won't be able to if you are unclear or rude and violent.
- phone image by Eisenhans from Fotolia.com