tmobilefan
06-26-2007, 07:21 PM
Suspend service immediately if you lose cell phone
05:48 PM Mountain Standard Time on Tuesday, June 26, 2007
By Gary Harper / 3 On Your Side
T-Mobile has 26 million customers.
Its revenue is impressive with an operating income of $1.2 billion.
Despite its incredible wealth, a Phoenix woman says T-Mobile is taking advantage of her.
Her ring tone is "Mission Impossible" and for Cheryl Fisher, dealing with T-Mobile has been just that, impossible.
"I don't know what else I can do," Fisher said. "I don't know where else I can turn."
Fisher's dilemma started last month when her son, who shares a T-Mobile family plan, lost his cell phone the day before their big family vacation.
Fisher and the rest of her family thought the phone would turn up when they returned from that vacation, but it didn't.
"And we started looking for that phone," Fisher said. "We turned the house upside down looking for it and couldn't find the phone and I'm like, well, guess I'll call and suspend the service."
But when Fisher called T-Mobile, she got a surprise from a T-Mobile representative.
"She tells me that, 'Well, there have been some calls made on the phone,'" Fisher said. "And I'm like, 'The phone has been lost,' and she says, 'Someone has been making calls," and I say, 'Well, it hasn't been us.'"
And what kind of calls were made? Expensive international calls to Iraq.
How expensive? Almost $5,000 and T-Mobile wanted Fisher to pay up, no exceptions.
"They were very nice," Fisher said. "They were trying to help and said, you know, 'We're sorry, we're sorry this happened to you, but our hands our tied.'"
Fisher filed a police report saying someone used her son's phone fraudulently. After faxing the company the police report, she says a T-Mobile supervisor was a little more receptive.
"He says, 'Well the best that we can do is split the charges with you,'" Fisher said.
And that brought the balance down to around $2,500.
Feeling it was an unfair resolution, Fisher contacted me and I asked T-Mobile to look into the matter again.
The company did and decided to credit Fisher for all the fraudulent calls, meaning she won't have to pay anything.
Fisher is of course happy, but she wants you to learn from her experience.
"If anyone loses their phone, the minute you think it's lost, call and suspend your service," Fisher advised.
Because T-Mobile is a huge corporation, it was willing to absorb the costs, and I appreciate that. But I have to tell you, T-Mobile did not have to do what it did because, technically, Fisher did wait five days to suspend service.
My hat is off to T-Mobile, but the lesson to be learned here is if you lose your phone, suspend service immediately because it is your responsibility.
Suspend service immediately if you lose cell phone | 3 ON YOUR SIDE | Phoenix News| azfamily - KTVK| News for Phoenix, Arizona (http://www.azfamily.com/news/3oys/stories/KTVK3OYS20070626_lost-phone.194ca1ac.html)
Source:Suspend service immediately if you lose cell phone | 3 ON YOUR SIDE | Phoenix News| azfamily - KTVK| News for Phoenix, Arizona (http://www.azfamily.com/news/3oys/stories/KTVK3OYS20070626_lost-phone.194ca1ac.html)
05:48 PM Mountain Standard Time on Tuesday, June 26, 2007
By Gary Harper / 3 On Your Side
T-Mobile has 26 million customers.
Its revenue is impressive with an operating income of $1.2 billion.
Despite its incredible wealth, a Phoenix woman says T-Mobile is taking advantage of her.
Her ring tone is "Mission Impossible" and for Cheryl Fisher, dealing with T-Mobile has been just that, impossible.
"I don't know what else I can do," Fisher said. "I don't know where else I can turn."
Fisher's dilemma started last month when her son, who shares a T-Mobile family plan, lost his cell phone the day before their big family vacation.
Fisher and the rest of her family thought the phone would turn up when they returned from that vacation, but it didn't.
"And we started looking for that phone," Fisher said. "We turned the house upside down looking for it and couldn't find the phone and I'm like, well, guess I'll call and suspend the service."
But when Fisher called T-Mobile, she got a surprise from a T-Mobile representative.
"She tells me that, 'Well, there have been some calls made on the phone,'" Fisher said. "And I'm like, 'The phone has been lost,' and she says, 'Someone has been making calls," and I say, 'Well, it hasn't been us.'"
And what kind of calls were made? Expensive international calls to Iraq.
How expensive? Almost $5,000 and T-Mobile wanted Fisher to pay up, no exceptions.
"They were very nice," Fisher said. "They were trying to help and said, you know, 'We're sorry, we're sorry this happened to you, but our hands our tied.'"
Fisher filed a police report saying someone used her son's phone fraudulently. After faxing the company the police report, she says a T-Mobile supervisor was a little more receptive.
"He says, 'Well the best that we can do is split the charges with you,'" Fisher said.
And that brought the balance down to around $2,500.
Feeling it was an unfair resolution, Fisher contacted me and I asked T-Mobile to look into the matter again.
The company did and decided to credit Fisher for all the fraudulent calls, meaning she won't have to pay anything.
Fisher is of course happy, but she wants you to learn from her experience.
"If anyone loses their phone, the minute you think it's lost, call and suspend your service," Fisher advised.
Because T-Mobile is a huge corporation, it was willing to absorb the costs, and I appreciate that. But I have to tell you, T-Mobile did not have to do what it did because, technically, Fisher did wait five days to suspend service.
My hat is off to T-Mobile, but the lesson to be learned here is if you lose your phone, suspend service immediately because it is your responsibility.
Suspend service immediately if you lose cell phone | 3 ON YOUR SIDE | Phoenix News| azfamily - KTVK| News for Phoenix, Arizona (http://www.azfamily.com/news/3oys/stories/KTVK3OYS20070626_lost-phone.194ca1ac.html)
Source:Suspend service immediately if you lose cell phone | 3 ON YOUR SIDE | Phoenix News| azfamily - KTVK| News for Phoenix, Arizona (http://www.azfamily.com/news/3oys/stories/KTVK3OYS20070626_lost-phone.194ca1ac.html)