I’m writing to ask your assistance regarding my lack of wireless coverage from T-Mobile, for which I rely on heavily for personal and professional purposes. I have contacted T-Mobile regarding this problem through phone calls and letters numerous times only to be assured that the problem is being corrected, when actually the problem has been getting worse since super storm Sandy. I have formally written T-Mobile to ask for a waiver on my early termination fees due to lack of service and my need to buy service from another provider and my request was denied as they explained in their letter (enclosure) that they don’t guarantee coverage.
As you will see when researching my account, I have corresponded with T-Mobile customer service representatives, the loyalty department, service technicians, engineers, store managers as well as the consumer relations department to try to resolve this problem throughout the last 10 months. I have even contacted (6 times) the office of the presidents and executive customer relations and have had no reply.
The issue is that there is low to no coverage in my new full-time workplace The low-no coverage is confirmed on-T-Mobiles online coverage map. Even in areas where their coverage map might show good coverage, it is lacking and consistently dropping calls (or not allowing them to go through). This is also demonstrated on my lack of calls/texts on my bill, while at that address.
While I live and work in a major metropolitan area (about 16 miles from New York City) the service is in the entire area is consistently lacking with dropped calls and poor coverage. I am not able to make/receive calls or texts as my phone displays SOS at that address.
I have even purchased a new Blackberry in an attempt to use “wi-fi calling/text” as per the advice of one of the representatives, which still didn’t allow me the use of my phone/text at the above listed address. I have also tried 4 other cell phone brands at the advice of another representative resulting in the purchase of 3 additional phones that didn’t have service at that location.
I have been a T-Mobile customer since 1999. I am the primary account holder for this account and have maintained it in excellent standing as I currently maintain 5 lines on this account. I am disappointed by T-Mobile’s lack of regard for its own loyal customers and its frustrating that T-Mobile isn’t responding in a reasonable business practice as they would be charging me $200.00 for each of the 5 lines that I terminate due to the Early Termination Fee.
Currently I am paying for a service of which I am not receiving and not being accessible to my children or my senior citizen mother puts an excessive burden on my ability to be reliable personally and professionally.
While waiving my early termination fees would easily resolve this issue as other carriers provide coverage in the area, T-Mobile is demonstrating their lack of empathy and professionalism by insisting on charging me $200.00 per line to terminate my contract. This implies that somehow it is my fault that the cellular coverage is poor where I work and live.
Please encourage T-Mobile to practice their business in a more reasonable and sensible manner and waive my early termination fees, as I have been a dedicated and loyal customer since 1999 and practicing professionally and rationally would actually be a wiser and more professional business choice for them.