Anyone else experienced a PAID line being added to their account without your authorization, and then had issues with T-Mobile when trying to remove the added line and get a refund?
Upgraded and bought a new iPhone in a T-Mobile store on 04/22/2022 - I am unfortanely just now noticing after reviewing my yearly reports for tax season approaching, that there was a data line added to my services/bill on the same day, for an apple watch?! The charge was insignificant in cost enough for me to never notice too much of a difference, and the sales representative in the store explained to me the new bill amount and an increase being due to the monthly amount I would be charged for the iPhone payment plan option to pay month for a phone instead of paying in full. I am now trying to have the line removed but the customer service dept. has only tried to tell me I am wrong and that I activated this on my own MONTHS prior to 4/22/22, which is so far from true. I have only ever used my apple watch on wifi/connected to my phone via bluetooth. After reviewing my usuage overview for 2022, each month shows the additional line and every month has 0.00GB of data used. I found this information through my t-mobile account but yet the customer service reps I’ve spoken to (which has been several now) all seem incompentent and unable to find similar information to show that this change was unauthorized. In addition, the representatives only focus seems to be on conversion or a new sale, rather than doing actual customer service. What happens to customer service??? Anyone had similar experiences? What did you have to do to get T-Mobile to cooperate and help? Do I need to file claim with the Better Business Bureau you think? Anyone filed with the BBB before, and if so, did you have any good results from it? I just want a line removed and something credited to my account for the near year I have paid for a service I never signed up for or authorized,and it seems impossible.need to file a grievance
Is there a direct line for filing a grievance and or email address need this ASAP regarding an order that was place a week ago and there is not a clear reason on why I have not received or no way to cancel no even by the client services support. Asked to speak with a supervisor today and associate Camil in PR told me that she cannot transfer me to the supervisor since he is busy, she explainedto the supervisor my case and told her to tell me that I just have to keep waiting. No having count that I have been waiting already for a week for the order to arrive. The money was taken out of my bank account already.being charged for months. no account no service
Charged with no service or number activated!!! Got an alert on my credit card that I never use. Since April t mobile has been charging me 59.70$ every month. I ordered a SIM card from them for 14.99$ and never received it. I was going to switch my current number from Verizon to t mobile but being that I never received the SIM card I never got that far. Come to find out they have me on autopay but I can’t log in to see the account bc there’s no phone number linked to it. I have emails with order number for the SIM card but nothing about autopay for any service. Chat gave me the righamoral now I have to pay more money to go into the store with Uber. All I want is a refund. Nothing was ever activated, I didn’t get one payment email about the charges nor did I ever receive a paper bill each month. For four months! And no receipts? How can a company do business like this. Should I get an attorney involved? Try to handle it with their support but all they tell me is they can’t locate the account so there’s nothing they can do go to the store. Unacceptable. The account exists bc it’s been charged for months now. Explain thatDisappointed Long Term Customer
T Mobile has truly lost the loyal customer focus they previously had. I've been with this company for over 12 years with a great payment history. I was looking to upgrade my 4 lines. Was told by the first representative that they were going to get me an "Exception Offer" since I was a loyal, long term customer. This was due to me not looking to change my current plan. I was told would receive a call in 5-7 business days. In the 9th business day I reached out and was told that my offer was waiting on the next line approval and I would receive a call in a few days. Received another call saying my offer is moving through the approval process and should be completed in 24-48 hours. I had to go out of town for a business trip, so 5 days later I was reaching out again because no one contacted me. Upon speaking with this representative, I was told that my offer had been denied. I told them that I was told that it was moving through the chain of approvals and was waiting on the last one, now suddenly it was denied with no explanation as to why. They keep pushing a so called deal for me to upgrade my phones by changing my plan, which in the end would end up costing me $120+ more per month. How that is a deal for me, I don't know. It's a deal for them to continuously fatten their pockets. Given the fact that they've had several data breaches over the last couple years and my data has been affected, they need to be add giving as possible. At this point I'm looking for a different carrier, because I don't feel like an appreciated customer. I hope they realize that they will not only lose my 4lines, but I have plenty of family, friends and acquaintances that are feeling the same a myself. They stand to lose at least 50 lines from us alone. That doesn't include the other customers that are fed up with T mobile's bs. Word of mouth spreads fast.
The Elusive Veteran Status
Sooo I’ve been with T-Mobile since 2008. Initially I was on my ex husbands plan but got my own once we divorced in 2014. I’m a veteran. I’ve either been IN the military or a veteran since starting service with T-Mobile. My drivers license that is scanned each and every time I walk into the T-Mobile store has VETERAN printed on it. Always has. I noticed last week that I was on Magenta Max not Magenta Max Military. I called to get this taken care of. No one can figure out why I wasn’t put on it initially. At first someone said I needed to verify my status. This didn’t make sense to me because some other person told me that I was previously on a military plan. At first they tried to tell me I needed to verify a status that literally NEVER changes. Then someone else said I don’t have to re verify my veteran status. Then another person said I have to verify this yearly….. which is it? Why was I taken off a military plan? No one can tell me why. I’ve been charged an extra 73 dollars a month for a regular plan for 19 months. This is almost 1400 dollars. Last week I was told that someone would call me within 72 hours. They did not. I even gave them an extra 24. I had to call T-Mobile. this time I’m being told they can’t find where I was on a military plan because they can only go back 18 months. Well that’s convenient. This happened at 19 months. At first I was offered 1 month 70 credit. That’s all they could do. Then I spoke to someone different and it was 2 months…. Then someone different and it was three months. No one has the same access. Whether it’s the new hire or the supervisor no one can see everything in order to verify anything. Every answer I’ve been given is different from the last. tonight I spoke to the world's worst supervisor, her name is Toni T. She basically told me that it’s all my fault for not looking at my bill more closely…. I asked her how she would feel in my situation and what she would want in order to feel like she wasn’t being scammed. She literally told me she would NEVER be in my situation because she looks at her bills. Wow…. Great customer service T-Mobile!!!! Way to keep people with this cellphone carrier!!! i asked for her supervisor, she doesn’t seem to have one. I asked who signed her paychecks, no answer. I asked to be transferred and she refused. I’m truly disgusted with the way I was treated and I intend on going to their biggest competitor right after I scream my horrible experience from the rooftops of every social media platform I have access to. I may even dedicate an episode of my podcast to this experience. People need to know that T-Mobile does not care. They do not accept fault. They have no idea what’s going on and they have some of the absolute worst people in high positions that have zero empathy for their customers and are clearly in a power trip. This woman said they would do NOTHING about this while three separate employees NOT at supervisor level offered to at LEAST give credit for 1 2 and 3 months because they know T-Mobile is in the wrong. This was literally the ONLY bill I thought I could trust not to screw me…… clearly I was wrong. Oh, if you happen to get transferred to a supervisor and it’s Toni T….. just know you’re about to be disrespected, she doesn’t give a single f$&@ and she’s on a power trip. She needs to be leveled out FAST.
T-Mobile Trade-In Gone Wrong
So I’m still dealing with a trade-in issue from just over a year ago. I mailed my device in, pictures and video of me packing the box, the box taped, with their prepaid label, the tracking number they provided showing it was delivered to the facility, etc. Why go through the extra hassle of photo/video, you may ask, because this happened once before with AT&T by mail trade-in. Well, you can guess what happened. T-mobile claims they see that it was received by their facility but not one person can tell me what was in the package. They claim they cannot find the device in their facility. So I ask, then what notes are made regarding the the receipt of the box and its contents. No notes, no nothing. As far as I can tell, they lost it. USPS says it was delivered and received by them, yet T-Mobile customer service just keeps filing claims to say they’ll look for it. 6-8 weeks later, the claim is closed, no notes or updates regarding it, and never once do they follow up. I have to call them, and each time they say they’ll need to log another claim and I’ll need to wait another 6-8 weeks. I’m so frustrated I’m ready to cancel their service just like I did AT&T. I want to do more. Any one have suggestions?Tmobile not honoring their promo
So back in Oct. 2023 I purchased 2 watches, the galaxy classic 47mm, on the promo of "get (x) amount of dollars off" (I can't remember the exact amount but it was a lot about $300, $350, or $380 off). Tmobile was also running another promotion at the time called "bogo." The main difference in these two plans was the 1st mentioned promo required a paired digits watch plan, and the two promos were also fordifferent size watches & models. I remember the sales rep questioning if I could get the 1st promo because something strange was in the fine print, the specific watch I purchased was listed in the fine print on both promos and he and I were discussing how that didn't make sense who would chose the "bogo promo"instead of the "x amount of $ off" you obviously save more money when buying 2 watches on the "x amt of $ off," he even went to ask his manager to verify and he agreed.Anyhow, I made the purchase and he said he was making sure to write in the notes what promo he sold me on to make sure I get it and not the "bogo" well...fast forward when the bill finally stared showing the promo discount amountit stated "bogo" so I called to discuss the issue and the tmobile rep in the USA had all kinds of reasons that didn't make sense like: maybe you didn't have enough credit to finance the watch" or "the watch exceeded the the promo value" so I asked her to read the notes from the sales rep who I purchased the watches from to see he wrote down the promo code so she looked and said he didn't write anything and she even had a way to search the tmoblie archives of past promos and read them to me and it didn't say my watch on it which means that tmobile eventually caught the mistake and deleted all evidence of it in their system and in my order notes. Funny thing is that promo is still going on today but it's written correctly now but they won't honor it for me because according to them it didn't ever exist like that back in Oct 2023 when made the purchase and she spoke with her manager and manager refused to get on the phone to speak with me said to tell me "we arenot changing it and that's it so you have no need to speak with the manager" then I said we'll I can just call back and probably get another call center and speak to a manager then to escalatemy grievance or go in person to a store then she finally agreed to put the manager on but conviently"theiron the other line with someone she'll call you back" but themanager never did. I've been a customer for over 10yrs but never really had a reason to speak with tmobile because I hadn't upgraded my devices in 8 yrs and as soon as they are paid off I dropping tmobile and tellingeveryone I know. I'm still going to submit a grievance fordishonest sales practice and deleting/ falsifying records.
coverage in Downtown San Diego
The problem started January 2022 with both of ourphone getting really bad service in the heart of downtown San Diego.T Mobile coverage map shows5G enhanced services in all of downtown San Diego but when we test both of our phones Samsung S22 Ultra and IPhone 11 Pro Max we get less than LTE for a 3 block radius and tech support has checked the phone many time in store and online . The cell tower has been getting upgrades for 9 months and nothing changes even when a ticket is sent to tower sitestaff that say they respond they have5G service. So should we file a complaint with the State of California consumer affairs for consumers fraud with miss leading marketing of services that tech staff say isn’t there. We have called 10 Plus time and get no help. We asked fora create for less than LTE services for 9 Months and the best T Mobile can offers is $75 when we have paid over $700 in charges. Really at the end of our rope with T Mobile and how you do business HELP
live
T-Mobile Plan I signed up for was $116.95 a Month. Breakdown as Follows: Dec. 18, 2022 $ 116.96 Account bill is due $425.95 and all my lines weresuspended 6 hours ago!!!!! Jan. 18, 2023 116.95 T-Mobile do not have Representatives or anyone who knows what’s happening Feb. 18, 2023 116.95 in the account. T-Mobile do not have an email support or chat support nor Mar. 18,2023 116.95 anyone who can fix the problem or find a solution for the problem or activate Apr. 18, 2023 116.95 my lines as I do not have past balance based on my calculations. ——————————- Total $ 584.75 Payments made and received 02/03/2023 $ 51.70 Like what most T-Mobile Customers says: T-Mobile gets customers money 02/05/2023 51.70 and then make website where T-Mobile Customers help each other 02/19/2023 155.11 while T-Mobile Staffs, Representatives, Supervisors and Managers 03/09/2023 133.00 getting their 8 hours dailyand going home happy without assisting any 04/03/2023 124.40 Customers who are having issues or at least reply to any of our concerns 04/10/2023 10.00 on this website. If anyone can explain why I have above amount due will be lovely. 04/10/2023 1.60 I am so Sorry to you All that are having a horrible experience with T-Mobile 04/10/2023 62.00 and hopefully somewhere somehow someone will be able to assist All of us on our 04/10/2023 35.26 Concerns. I do not know how T-Mobile employees can go home and have the time —————————— of their lives and still have a good sleep knowing the fact that their customers are Total $ 624.77 are struggling and suffering. T-Mobile Staff and Representatives: You All are getting a full pay check so PLEASE be a human being who have a heart and be considerate enough to at least assist your Customers that are suffering with their issues, complains and concerns.unethical Bill pay and Bad sertvice
I have been with Tmobile for a long time, recently I have not using my Apple Watch in 11/22 however the bill still appears in my account. I call customer service to take it off. They giving a run around and one rep even told me that she is not taking off. I want to know why I have to pay for service that I am not using. Tmobile just out to get my money that’s bad business practice. if Tmobile keep doing this illegal billing I will file a complaint with the BBB and another complaint with the Attorney General of Minnesota I’m 68 years old and on disability income, I don’t have lot of money to pay for services not receive . If anyone have any ideas how to deal with kind of rip off. Please help. Thank you in advance
