Complaint disputes with T-Mobile can include phantom charges, mistakes in the billing process or faulty cell phones. Winning a complaint dispute depends on the specific problem you are having. It always helps to have every communication and event documented to strengthen your case. T-Mobile customer support will try their best to help you, but in the unusual event you run into an uncooperative representative, you can always speak to their supervisor or a different customer service representative.
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.
Alexander Cequea has been writing since 2008. He is an activist, speaker and film producer whose work has been featured in "Enlightennext Magazine" and the Environmental News Network. Cequea is currently producing a documentary about sustainability and consciousness. He has a Master of Business Administration in sustainable business from Maharashi University.