1) the first customer service manager I got on the phone disconnected me

2) the next person I got on the phone attempted to persuade me from mentioning in the call that I had not gone over in text messages in the past 3 months (apparently CYA on her part)

3) she miraculously “found” some overages that the other two people couldn’t see and was able to cancel as a result of those overages.

Now I can tell you for a fact that I have not gone over in my text messages in the past 3 months, but clearly she needed to record on the phone call that she had found some in case she was audited. Overall it took about 30 minutes. Well worth it for an iPhone.

Here’s my story. I called a total of 3 times and got the runaround, but in the end, I won! Cancelled both my lines without the ETF. Here’s how it went down (shortened of course):

Call 1: Me and Susan (aggressive)

ME: I’d like to cancel because of the txt message increase.
SUSAN: Sorry to hear that. Let me check. Ok. You can cancel for $200 etf.
ME: Ummm… In your Terms and Conditions it says if there’s a chance that increases your monthly charges, like the txt increase, I can cancel without an ETF.
SUSAN: Ok. Let me talk to my supervisor.
(3 Minutes and one bad song later)
SUSAN: Ok, we’ve checked your account and since you had a txt plan in May and didn’t go over, you don’t quailfy for the “waiver” because you haven’t gone 3 months without an overage or without a txt plan.
ME: So… I would qualify next month?
SUSAN: No. Because we’ve “made a note of this”
(HANG-UP)

Call 2: Me and Jeff (polite)

(Requested cancel b/c of txt increase)
Jeff: Sorry about that. I understand what with the gas prices these days. Ok, we can cancel your account with a $200 ETF.
ME: According to your Terms & Conditions this change would be, “Materially Adverse” to me and I qualify for the ETF to be waived.
JEFF: Ok, let me look into this.
(SEVERAL songs later)
JEFF: Thanks for waiting. When did you recieve notification?
ME: I recieved notification on http://www.tmobile.com, it’s on the main page.
JEFF: You didn’t get the notification in the mail?
ME: No. I recieved notification on your website and the Terms & Conditions don’t say it has to be a physical notification.
JEFF: I’m sorry, I’m not trying to be difficult, it’s just our policy.
(HANG-UP)

Call 3: Me, Eric, and Antwon (both apathetic)

ME: (Request cancellation b/c of txt msg increase)
ERIC: I’ll forward you to our “cancellation department”
ANTWON: I heard you want to cancel.
ME: Yes b/c of the txt msg increase.
ANTWON: Ok we’ll cancel the two numbers today and the numbers will be available for 60 days.
ME: So… I qualify for the ETF to be waived according the the Terms & Conditions since it’s “Materially Adverse” to me.
ANTWON: I know, I applied the waiver.
ME: Thanks!
(HANG-UP)

In the end I called 3 times (4 different people) and although I was a nervous wreck, I eventually got someone that wasn’t trying to yank my chain, and cancelled my account without the ETF!

THE BEST ADVICE: Just keep calling, quote the Terms & Conditions, and tell them the change is “Materially Adverse” to you.