At the beginning of this month we tried to refinance our new car, and we were told that we did not qualify because our credit was too low and we had been sent to collections by T-Mobile. We were completely shocked and upset because we had never been notified by T-Mobile, and I had paid our monthly bill that same day and our account balance was at $0. After hours of telephone conversations and going through multiple frustrating and completely useless Customer Service Representatives, we finally discovered that 3 years ago, when I was added onto Manda's account and we switched her plan to a Family Plan, T-Mobile had closed our account and left an outstanding balance sitting, which were never informed of. So, after 3 years, they finally decided to send us to collections, without ever notifying us, because, according to T-Mobile, they did not have any of our contact information, not even our phone numbers...Yes, that's right, our telephone company really told us, not once, but twice, buy 2 different people, that they did not have our telephone number.
Anyways, the amount that we supposedly owed was not a lot, it was along the lines of $130, but we were furious about what T-Mobile had done, and how it had affected us, and we were not about to pay it. So I wrote letters. I wrote one letter to the Office of the President, one to the Customer Service Complaint Department, and one to the Collections Agency refuting the claim. They were long, about 3 pages each, and they were very clear about the frustration and anger we were experiencing over T-Mobile's lies and deception, and I ended each one with an expectation that they would rectify the situation and remove the record from our account and credit report.
That was about 3 weeks ago...
Today Manda received a call from someone in the Office of the President of T-Mobile. She told Manda that she had received our letter, that this was a common problem because around that time the Sales Associates were being advised not to tell clients when they closed accounts and re-opened new ones, and that she was personally taking care of the situation and would have the record completely removed from our account and from the collections agency. We were told that it could be a month or so before everything was resolved, but that it was being resolved and there was nothing more we needed to do. So we will check again in about a month, but for now, this is a huge relief and a gerat blessing to end the year with! I am so thankful that someone listened to what we had to say and took the initiative to fix it! I only wish that such a large company would train all of its employees to work with their clients to resolve issues so that thing like this don't happen and we don't have to write to the President to get anything accomplished.
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