itsalleasy

I’ve been having some trouble with t-mobile’s online billing. I just sent them a ’support question’:

I just want to express my frustration with the billing information available online. I cannot determine what I owe anymore. I don’t believe the bill displayed to me via the website has EVER given me a total that makes any sense (it usually says something like Total Bill: $1.20…which I know is absurd. However, up until about 6 months or so ago, when I went to pay the bill, the ‘amount’ field was pre-populated with what I actually owed…so I could at least figure it out. Now (starting about 6 months ago)…no such luck…the field defaults to 0. The only thing I can do now is hit #bal# to figure out what I owe.

If I’m missing something please let me know. I’m not a below-average computer user. I am a web application developer…I do this stuff for a living. If I can’t figure it out, I’m sure others can’t either. If the feature is there, then the design has not made it obvious or easy to use.

Their response:

Thank you for taking the time to contact T-Mobile.

We do apologize for any frustrations you are experiencing with the website. If you can not get an accurate amount from the website you should go by your paper bill. In addition you can call our customer care for balance information on your account 24 hours a day at Toll Free # 1-800-937-8997. Once again we extent our sincerest apologies.

If you have any further comments, questions, or concerns feel free to contact us at anytime.

Thank you for choosing T-Mobile.

Thanks…I’m sure you’ll be forwarding my frustration along to someone who actually gives a damn.

My follow-up:

Any plans to get it fixed? Not only is it frustrating for we customers, it costs t-mobile money in support cost (see this email). I’m sure people have just paid the amount shown on their web-bill and thought all was well, only to get a larger bill the next month…and If they were like me (don’t even read my paper bill) would be blissfully unaware of their bill racking up higher and higher. If you provide the service, it should be correct…we trust it to be correct. If it isn’t…make it unavailable until it is fixed. What good is it to me if it’s broke?

Them:

Thank you for taking the time to contact T-Mobile.

We do apologize for any inconvenience that this issue may have caused you. We have updated your billing information on tmobile.com. You should now have the ability to view your balance once logged in to tmobile.com. Currently your balance is at $0.

You are a valued customer Aislinn and we want you to know that T-Mobile appreciates your business. Our goal is to provide you with World Class Customer Service. Keep in mind that we are here to answer any questions or concerns 24 hours a day 7 days a week for your convenience. You can also reach us by dialing 611 from your handset or 18009378997.

If you have any further comments, questions, or concerns feel free to contact us at anytime.

Thank you for choosing T-Mobile.

I really do appreciate the customer service here (seriously…no sarcasm). These guys are quick to respond and are at least trying to help.

Me:

I really appreciate your quick replies and information. I just want you to know what I’m talking about and it doesn’t appear that you do (not for lack of trying, I’m sure - again, I really appreciate you replies). When I go to view my current bill online, I see a bill with a “Total Charges” of $3.93…and monthly service charges of $0.00. I took a screen capture of the page and attached the resulting jpeg. I just really want to be sure this is a known/in-progress issue as the service (online bill info) is effectively useless to me as it stands. I did just pay my bill, but after I sent the first support message. I get the same result before and after paying the bill (which makes sense because I’m viewing the actual bill details…or should be anyway).

Thanks again