On Nov 4th, 2012 I contacted T-Mobile via fax requesting a waiver of all early termination fees for both my lines. I had moved to Bennett, CO and started working from home a couple days a week, which requires me to have a reliable cell phone signal. The signal at my new house is spotty at best and when there is a signal it usually is being carried by a third party carrier/partner with one or two bars and not even 3g data signal. I had contacted T-Mobile and got a signal booster to try and address the signal problems but it can only boost a signal when there is one to boost, which sadly was usually not the case. I returned the signal booster to T-Mobile and contacted customer support about getting an early termination fee waiver under the clause on T-Mobile’s site regarding ETF that “If you move outside of our coverage area, you may qualify for an ETF waiver”. The coverage map shows the coverage at my house is 2g and below satisfactory. The customer service rep that I talked with said that I would qualify for the ETF waiver and that I just needed to fax in proof of address.
As stated, that fax was sent on Nov 4th, 2012 with attached proof of address. I received a response that my request was rejected and that I could work with T-Mobile to try and improve the signal strength. In the initial fax I did not specify that I had already attempted a signal booster since I figured that would be in your records but I sent another request to customer relations on Jan 3rd clarifying that and asking them to call me if they were unable to grant my request. I had already tried to boost the signal and gave it two or three months at the new house before I finally had to switch carriers in order to have a reliable signal. The customer service rep I talked with also had told me that I would be able to get the ETF waiver. Switching back to T-Mobile to try and work it out would then subject me to termination fees with my new carrier and I definitely have no need of service from two providers.
Yesterday I received an email response to my second request (not a phone call) saying that "our position hasn't changed" with no further explanation or clarification of the reasons. In the email response it was suggested that the Customer Care department could assist me further but no one there apparently has any authority to give me clarification. I have since emailed Customer Relations again but I am sick of sending emails and waiting 3 weeks for a reply.
I was given false information by an agent of T-Mobile who said I would be able to get the ETF waiver. I then made decisions based upon that information and now T-Mobile is not upholding what their agent said or what their clause on ETF waiver says. After misleading me they are now basically trying to steal my money. I would like some explanation from an actual customer relations person on the phone as I have seen other users in these discussions be able to get. Otherwise I will report this to the BBB and dispute it all the way to court if I have to.