Billing problem
I recommended a friend to sign up with T-Mobile a couple of months ago and he signed up for the 400 min family share plan. There were no additional lines added. They recently added 2 more people and upgraded to 1600 minute plan & extended their contract. They just received a bill for $200+ last month and customer service said their plan did not include night minutes. When I was at the store with them when they signed the contract, the person said assured us they had night minutes. Is there anything they can do? Help is very much appreciated. Thank you.
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There are no family plans, to my knowledge that do not include free nights. I could be wrong, but I dont think so. I know when you are choosing a plan, some individual plans have the option to include nights, or not. Its just a matter of clicking the right one.
Did they switch in the middle of a billing cycle? I believe they would have been prorated for both plans. Then the activation of both of the second lines (35 each) and then the extra 10 dollars per line on the new family plan would all be added to the bill. I can see where that would easily come to 200 bucks if that was the case.
WOW. I would have them call CC again and hope they get it figured out. Its quite possible there was just a clerical error and everything will get re...
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Did they switch in the middle of a billing cycle? I believe they would have been prorated for both plans. Then the activation of both of the second lines (35 each) and then the extra 10 dollars per line on the new family plan would all be added to the bill. I can see where that would easily come to 200 bucks if that was the case.
WOW. I would have them call CC again and hope they get it figured out. Its quite possible there was just a clerical error and everything will get re...
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Actually, we do have Family plans that dont have nights included. However, activating two new lines you would think the dealer would set the customer up with the best possible option. On the flip side, if the customer didnt want to renew the contract for the existing line, that would be a reason for choosing the plan without nights. Just read the contract to see wat you signed up for and if there was a mistake, you can take your agreement back to the activating dealer to have them fix the issue, or if they wont, fax your agreement to customer care and we can work on it.
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Not to question you, but the T-Mobile website doesnt say ANYTHING about family plans without nights. We have all of these little flyers at work that says "Your plan now includes nights". I was under the impression that ALL of the plans include nights now. Will have to do some extra research on this.
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Trust me. We have Family plans without nights. Just like I said, the plans without nights are non-promotional and are good for customers that are not wanting to renew current lines of service just because they add new ones. They would have to ask specifically for them because like you said, all of the fliers at the sales offices/kiosks show we have nights included. But who wouldnt want free nights when they sign up new? It's very rare you get that new customer not wanting something for free. 😉
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Ok. I've seen in Watson the individual plans that do not offer nights. I guess there would still be family plans without them. However, back to the original poster, I seriously doubt with THAT many people on a plan that they would choose to utilize a plan without night time minutes. Im thinking this is just a clerical error. The sales person must have just clicked the wrong plan. Will customer care resolve this issue for them?
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TexasJulie said:
Ok. I've seen in Watson the individual plans that do not offer nights. I guess there would still be family plans without them. However, back to the original poster, I seriously doubt with THAT many people on a plan that they would choose to utilize a plan without night time minutes. Im thinking this is just a clerical error. The sales person must have just clicked the wrong plan. Will customer care resolve this issue for them?
Folks,
This is very much a reality. When I first had my wife's line basically transfer under the COR over to my name in order to implement the family plan last year, not only did the store take too much time in faxing the form I signed in store then to the app...
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To put all the confusion aside on this this one about what we have or do not have, or will do and won't do.....
Call customer service. Yes there are plans with no nights. Yes there are plans with nights.
Have customer care FIX the problem first. If you wan't nights on your plan, if it isn't included, you will need to agree to a 1 yr contract for all lines affected by the FT plan.
Then what we'd do is "re-rate" your plan. That is, add up all of your total minutes in each category combined for the last bill (Day, Night, Weekend, M2M), and determine how many minutes used in the appicable time frame (nights in your case) compared to how many minutes of overage you were charged. In most cases all of your overage will be credited. (I on...
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Call customer service. Yes there are plans with no nights. Yes there are plans with nights.
Have customer care FIX the problem first. If you wan't nights on your plan, if it isn't included, you will need to agree to a 1 yr contract for all lines affected by the FT plan.
Then what we'd do is "re-rate" your plan. That is, add up all of your total minutes in each category combined for the last bill (Day, Night, Weekend, M2M), and determine how many minutes used in the appicable time frame (nights in your case) compared to how many minutes of overage you were charged. In most cases all of your overage will be credited. (I on...
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Well if you live in California then you DONOT pay your bill untill you call up customer care and make them fix it. It is now LAW in califonia that they must take your word for it unless you have paid a bill with that plan.
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Vox Dei said:
Well if you live in California then you DONOT pay your bill untill you call up customer care and make them fix it. It is now LAW in califonia that they must take your word for it unless you have paid a bill with that plan.
Not in the slightest. The new california bill of rights laws effect buyers remorse, literature requests, collection holdings until disputes are resolved(and by resolved that means yes they are valid, period. or no they are not, period.) at which time collection will resume. Our policy on credits and adjustments have nothing to do with california bill of rights. Customers are sill responsible for paying their bill.
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