Sun City Center couple say T-Mobile charged them a fee to cancel - WFLA News Channel 8

Sun City Center couple say T-Mobile charged them a fee to cancel service in a "dead zone"

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Betty Sarlin Betty Sarlin
HILLSBOROUGH COUNTY, FL (WFLA) -

The only phones Betty and Art Sarlin have are cell phones. They depend on the phones to talk to friends and call their doctors.

"We can't even call 911 without our cell phone," Betty Sarlin said.

Shortly after the Sarlins switched from Verizon to T-mobile, they couldn't rely on their phones. The calls would consistently drop. But they say T-Mobile promised it would get better.

"They told us that they are putting in two new towers," Sarlin said. "They're going in and buying out another company and it will be much better. It kept on going until it got to the point where every time we lifted up the phone, we got cut off."

Sarlin says a T-mobile technician told her she lives in a dead zone. "He said, "you're not the first to call. We've had many calls like this, that the service is terrible is Sun City Center."

But when Sarlin tried to cancel the rest of her 2-year-contract, T-Mobile demanded a $400 cancellation fee. So the Sarlins turned to 8-on-your-side, and we called the company to find out why they're selling service in this area if they can't provide it, why they were forcing the Sarlins to pay for service they don't have.'

A T-mobile spokesman sent an email that said: "After investigating with our engineering team, we confirmed coverage in this area at 2G service levels. The company is investigating and considering options for future network improvements in this area."

The same day we called with questions, T-mobile called the Sarlins with a change of heart. The $400 fee will be waived.

"You were here that morning, and that evening, I got a call at 5:45. "Something big happened, and it was you coming there, I'm sure," Sarlin said.

T-Mobile says potential customers can view a coverage map on their website that shows their strongest and weakest areas of coverage. The company said it doesn't guarantee coverage in all areas and that it is working to improve coverage in Sun City Center.

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