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How to escalate a complaint
I received a text from T-mobile. They said I could buy 2 I phones get $700 off one, and receive a free line. I called T-mobile, they checked my account and said yes you definitely qualify. I then went into a chat session and asked again and they again said yes I qualify(I have the print out) So I went into the Store, I again, in front of 2 other live witnesses , asked them to check and see that this promotion was available to my plan before purchasing the 2 I phones. Again, they called spoke to another manager and yes they said all was good. So we purchased the I phones, received the new sim card for the new line and everything was fine. Until I got my bill, T-mobile was charging me $10 for the new line plus the other fees( fees which I already knew I would have to pay. I am not opposing those fees. )
So I chatted with T-Mobile, the rep agreed (I have it from the chat printout) I should not be charged, he took the fee off and said that all was good.
Low and behold next month the $10 charge was again on my bill. I again called up another rep Christopher. He said yes I see the problem. He again removed the $10 charge and said that it was taken care of……Nope, next month the same thing I talked to another girl Crystal, she again agreed that I had did everything correct and there was just a delay in the billing. She took the $10 fee off and she begged me and I mean begged me to say that the problem was solved. I refused and told her until I see that the charge is not on my monthly statement I would not say the problem was resolved. She reluctantly said ok.
Guess what the next month the $10 charge was their again!!!!! So I went into the T-Mobile store and at first they said they would take care of it then they started saying no this was only for some other promotion???? What??? I confirmed several times, printed from chats and if I wasn’t eligible why would they all have said I was and agreed to take off the charges???
So the manager at the store, Said he agreed and would look into it. I sent him all the chats, the copy of the texts, everything. This guy tells me later that the girl that he was working with to get it resolved was let go and there was nothing he could do??? WHAT? Was there only one individual in the company that could take care of this????
To me this is clearly a bait and switch scheme that T-Mobile is trying to pull off. Much like their “oh if we merge with Sprint we will create jobs” but now we know that T-Mobile is laying off 5000 employees.
So I need to know how to escalate this and if anyone else out there experienced something similar so I can present it to the attorney general and the fcc.
contact TMO through either Facebook or Twitter..this will start you with tier 2 support over the call in tier 1 support agents.
I have had two T-Moble prepaid phones for over 10 years. I seldom used them and kept the account active by paying a deposit on each phone every 90 days. I have almost $200 balance. On May 1st I was notified that the plan will not longer be available. I was refused a refund even though they cancelled the plan and will be refusing to give me service that I have paid for.
Tmobile just recently did this to me. I am looking into taking legal action against them. They had me to trade in my phone, told me that I would need to pay 33.00 per month for it. The second phone they stated would be free. They told me that I would receive 2 rebate cards for 800. From this they stated I could use the cards to pay the down payment once it became due. Told me they would give me time and now stated I can't get rebate cards and I owe $1500.00. They charged me the tax on the free phone plus the down payment. Never explained this and baited me. I have 8 lines with them. For this whole ordeal from getting the 2 lines and there mess up I invested a total of 13 hrs in calls with them. Don't waste your time. The reps don't speak good English and I asked to speak to the American side and they won't send you to anyone else but someone that speaks English slightly better then them. Sue them.
Ditto! Basically the same issue & absolutely no one helps, they all politely lie & nothing gets done! I’ve been dealing with an upgrade issue with the monthly promotional value of $23.56 / month. I’ve had to call every month for 6 months now & explain from the start every call. Don’t they keep notes on their customers? I’ve been with them since Sprint- 23 years & I can’t wait to get as far away from them as possible! Horrible company!
My advice is email or call and leave a detailed voicemail to a higher up at T-mobiles corporate office. I too have been a customer since Sprint but was eventually able to get our issue resolved at the corporate level. Good Luck!
Do you have corporate number?
I just experienced pretty much the same thing but it was for the S24 promo. I switched my plan 1st with a representative via phone to qualify according to him for the $900 promo. We traded in our devices as well, they had to be for the promo, again according to the rep. I upgraded to a S24 Ultra & the other upgrade was a S24 that I was told would end up being a close to a $10 credit per month since the phone was $799.99 & the promo $900. The extra $100 would be broken into bill credits. The representative reassured me that both phones met the qualifications after changing my grandfathered in plan (I have been a customer since Sprint days 20+ yrs)
So now I look at my bill & a $600 promo has been applied to both phones & not the $900 as promised. I'm actually being charged now $10 a month for the S24 & instead of under $20 a month for the Ultra, I'm being charged over $30. Even the price of rate plan doesn't match what I was told over the phone that day.
I call T-mobile & they tell me that the rate plan didn't qualify for the $900 promo so they pick the promo it does qualify for. I said wait a minute this is not right. I was told & reassured one thing while getting something completely different. I took over a page of notes from that call & even when trying to get the agent to try a different promo code that was for $800 that we qualified for according to T-mobiles website & full terms I was told it was phone specific. Though on their website it does not mention this. I took a screenshot of this also.
Something has to be able to get done about this because these tactics are disgusting & why we lose trust in businesses.
Same thing happened to me. Was promised a free phone but they told me my plan didn’t qualify for these rebates. Such BS. I would never had traded in my phone if it was going to cost me $730 for the new phone.
Nawabfatimah wrote:
This is WHOLE FULL FLEDGE FRAUD SYSTEM, I'm not the only one. Woah!
Same issues with me. They are charging me 33 every month for the Phone I PAID OFF WITH 1400. and every month I'm paying 33 additional for that. No one is able to resolve it.
I literally just got off the phone withe 5th person supposedly a manager about this same issue!! I was being charged $88 a month for 2 phones I already paid for! TMobiles Customer Care is garbage, I will be filing a complaint they ripped me off, I should've never stayed after the acquired Sprint
I want it noted that this went on for 17 days I called up T-Mobile when I heard of the deals that they Pay up to $800 per phone to pay off your old phone and then give me a new phone and their price Was really good. It was half the price I Pay AT&T so I was very happy we signed up my 5 phones and was told as soon as I receive my Internet box to set up I was to call them I gave TMobile all the numbers from the phones they requested. I sent them a copy of my AT&T statement they requested So they could know how much they need to pay off my phone Then they said The process was being held up because the phones were not ported was asked to call Att and ask for a port #. we ported four of the phones I didn’t port for the fifth phone as of yet. Then they said that it was the Sim card they sent me in the mail. My phones don’t use actual SIM cards so they were gonna have to do it with an Esims or something like that then there was something else then there was something else not one time did they mention I had to pay for the phones first. then after a few days they informed me that I had to pay off my phones first then they will reimburse me and I explained to them no that’s not what was said when I signed up I even asked the woman are you paying off the phones couple times and she said yes, ( you guys have copies of this cause you taped all these conversations ) then for days they were going to fix my problem and Send me a virtual card to pay off the phones and would call me right back well that never happened. Then all of a sudden four of the phones didn’t work at all for 4 days I called asked for a supervisor at lease 2 time and was informed. That a supervisor would call me back. And again that never happened Each time I called we went through all of that again and I explained to them all over again that I cannot buy those phones and I wasn’t told I had to and they said oh we’re gonna fix this for you. The last time I called, I was informed that I had to pay for the phones and that’s their policy and that I should go back to AT&T I’m 74 years old I was trying to get my Bill down I think Tmobil are Liars and owe me an apology After all that I had to go back my old Internet company now I’m gonna have to pay $50 more each month because I can’t get that deal no more and AT&T well let’s just say that that was a bust also I would Would like to warn people that TMobile are liers and will say anything to get you to sign up and it might just end up costing you more at the end instead of helping you I hope that nobody else goes through this like I did. It is not good service. thank you for listening.
Yikes! I hope you’re able to get this resolved @Batgirl123
I have had similar issues. Supervisors NEVER call back. They promised to pay off my Verizon phone if I switched - then the small print. Actually you get a prepaid visa to pay it off. But from Day 1, there was a “problem with the submission”. But we will get it fixed - just have to wait 15 - 30 days. Ok. 30 days go by - nothing. PHone call - oh, there was a problem with the submission. We will get it resolved but it will take 15 - 30 days. At 30 days you get a call saying there was a problem with the submission. What’s the problem. Well its a problem in our system but I will get it fixed - 15 - 30 days. The last two times I asked for a supervisor. I was told they are on a different phone system but would call back within 15 minutes. They never call back. OK this time we PROMISE they will call back. No call back. I have filed with the BBB and will work on reporting fraud not to the FTC. They did the same thing to my Fiance - he never got his refund.
T-Mobile really took advantage of my elderly mother. First they added lines to our account WITHOUT OUR PERMISSION which screwed up our plan, then they gave her 2 iPads, telling here they were FREE but we got charged a monthly fee for both of them. Now I’m discovering that when she bought a new phone they did not use her old phone as trade-in … so we are paying off the $800 which would have been deducted from the cost of the new phone at the time she bought it. UNACCEPTABLE BEHAVIOR and FRAUD on so many levels. A credit in the amount of $800 is due to us immediately.
Has anyone had any resolution in filing a complaint against poor customer service in a store? I cant even find a list of general managers anywhere.
