Extreme Roaming Cancellation???

magenta2879632

    Hi,

    I know I was roaming longer than I should have, but I didn't know I was going to be in Mexico as long as I was. I do freelance work abroad and I wasn't supposed to be in Mexico for as long as I was. Had I known I would have gotten a local SIM card. I'm back in the US now. I've called T-Mobile multiple times and just got the run around. Did anyone have this problem and were able to get it resolved? If so, what did you do? I can't afford to lose this account. I used to love T-Mobile but lately it's customer service has gotten really bad. I am shocked they rather cut their customers off than find a way to keep their business.

      All replies

      • tmo_chris

        Re: Extreme Roaming Cancellation???

        Hey magenta2879632 

         

        I am very sorry for any confusion or frustration you have had to endure because of this. Our services are meant to have the primary usage occur in the U.S. In the event that your account is flagged for excessive roaming, you should receive notifications letting you know that your account is at risk of being canceled.

         

        I know that you have spoken with our customer service about this issue a few times but we really do need to take a look at your account to see what options are available to you. Here on our community forum, we do not have access to customer accounts so I cannot see exactly what has happened with your account. If you have a Facebook or Twitter account, I would recommend that you reach out to our T-Force team using the links in my signature. They will be able to do a full review of your account and figure out what the next best steps are.

        • levs1999

          Re: Extreme Roaming Cancellation???

          We have been locked in Extreme Roaming Hell with T-Mobile for weeks. Even taking the suggestion of several T-Mobile customer  Service personnel to get a second Sim card did not prevent T-Mobile from taking action against our account. Escalated this issue to company president who put us in touch with executive response team. No real resolution offered,  even at the highest levels.   Advertising says “No Borders”. But excessive roaming rules are buried in terms and conditions and enforcement, warnings and ability to track roaming are all incredibly flawed or non-existent. We have initiated a complaint with Federal Trade Commission for Truth in Advertising violations. Customers who roam often to Canada and Mexico should make their voices heard.  The extreme rooming department is absolutely useless and the people who work there are rude and combative. Regular customer service folks at T-Mobile are sympathetic, and shocked at how T-Mobile  handles this issue, but are completely helpless to find solutions or make exceptions to prevent lines  from being blocked or accounts canceled.