How Can T-mobile get away with Stealing & NEVER resolve issues, only promising to have a Supervisor Call back but Never Do?
Wow! T-mobile is a bunch of thieves! It seems they are known to make deals in store and sell promotional offers that never seem to translate to your bill. Then they claim those offers never existed & meanwhile you are out your equipment you previously traded & now have lost the unlimited phone plans you had been grandfathered in using for previous 7 years. Only to be unable to get any manager on the phone to return your call as promised by the reps you have repeatedly wasted HOURS with on the phone! Run don’t walk - RUN away from such unethical practices! I am no reading many similar stories here online exactly as it happened to me AFTER I’ve been with the T-mobile company for 7 years + already. My account was on a set-it and forget it but we went in to purchase new phones at Christmas. Instead of simply allowing us to buy 2 phones billed full price at $33 each per mo (to increase our bill $66 each month total) - we were up sold a whirlwind of complicated promo deals based on sales promotions pressured by the store sales reps. These new promos required adding a new line, trading in a iPhone XR, and upgrading to the Magenta MAX to receive a BOGO phone offer & receive a Samsung Galaxy phone discount (that we weren’t even really interested in along with promotional earbuds that we knew we would never use) but we were told that this was a no brainer, since tiding their special promos, our bill will increase only $53 instead of $66 as we intended but with the promos. Claiming now we would not only get the 2 phones, we’d get an extra phone and extra earbuds for even LESS than the $66 we were willing to pay full price for, after the credits were applied on the account monthly. At checkout in the store, not only were no earbuds inside our bag, we were charged for them on our first bill which had no promo credits and had increased $160 per month to $325. It doubled. This new bill drastically increased and was over $100 more than agreed, plus they turned off our Netflix & our HotSpot stopped working in this “plan upgrade!” Unfortunately I was hospitalized with Covid immediately after Christmas and the overage billing went on for months while I was unavailable to reach out and it continued to be auto-drafted from our bank just as it had on our account for 7 years, never once being late. After months of overcharges my husband tried to call on my behalf while I was still on a ventilator knowing the company was charging more than we were promised and we received far less than promised. They would not give him access to the account to discuss. After 5 months I was well enough to tend to this matter on my own & inquired why I was being over charged for both all new iPhones with no promotion credit being applied and why I was being charged for the two earbuds that were not received & my plan was increased for no benefit & I’ve now paid $500+ in overpayments! it took repeated phone calls but in June a rep was kind enough to walk through the entire mess and was aware that errors were made & promised a called back from a supervisor. One did call me back and claimed they will take care of the errors and we itemized the over charges but promised another call back 24-48 hours to determine the exact amount of the credit. I never received that call back and instead of receiving the near $600 in overpay credits, I was yet again auto-deducted for the erroneous overcharges of $325 month charge AGAIN the next month, now a total of $700 of overpayments. Once again this 2 hour phone calls wastefully took all my energy for zero delivery on promises. It was ultimately a literal waste of my breath as I meanwhile still fight through physical therapy after months living on a ventilator machine. I simply want to stop wasting my time calling T-mobile for empty promises. I called the next month again & reached another rep in July 2022 who escalated to a supervisor who called back after 24-48 hours only to advise me 7 months later that I am not eligible for any of the promotions promised. That supervisor told me those promotions didn’t even exist! Which I know is untrue because I looked them up online inside the T-mobile store at Christmas time to ensure I was not being made empty promises. These were real promotions that really existed on the website and we really complied with all the details to be eligible. I asked why I would have given them an iPhone XR then, and changed my plan from an $160 phone plan (already an unlimited plan) up to a $230 per mo phone plan only to receive ZERO phone promotions? This holds no logic. Apparently they think I just gave them a iPhone device for no reason & willy-nilly increased my plan just to also pay full price for both iPhones and pay full price for ebuds I never even received. Then was told I would have really needed to add TWO lines to be eligible for the free BOGO iPhone. Why in the world would I do that? I already have one line sitting on our account that is complete unused with ZERO DATA or zero activity used each month. This is a completely unneeded line that is so unused I don’t even know it’s phone number & have repeatedly desired to have it turned off. Yet these reps think I would agree to paying $50 per month per line x 2 to add 2 lines on our acct that we don’t use? Sure let’s add $100 wastefully onto the account per month when I could have simply bought both phones outright at full price for $33 each per month? This makes no sense. And apparently I threw in giving them an phone XR to boot, just for fun? C’mon. Finally understanding that nobody would agree to this and it’s very obvious that I was promised something different, I was adamant to speak to a supervisor that could review the previous calls to complete the promises previously made or to find my check-out paperwork that would summarize the promotions and plans that I agreed to in the store. I was promised a call back in 24-48 hours from a supervisor and still have heard nothing back. They get away with empty promises & you can not even reach these representatives back after they fail to deliver their solutions as promised since all they do is message you their contact info name “EsmileDwayneE” by text after each call, claiming you can reach them back but you absolutely can never reach them back & they also do not call you back as promised - so instead nothing gets resolved and you continue paying indefinitely a wrong overcharge amount on auto-pay. Until of course, you finally remove your account from auto-pay just as I finally had to do - in order to stop their license to steal. With T-mobile having access to draft my account on auto-pay and their ability to charge any amount they desire without upholding the promotions they promise and adding new lines that are unused, stealing old devices without any credits, and adjusting to more expensive plans - they have taken upwards of $700 too much from my account and will not follow through to rectify. My only recourse was to remove their access to auto-pay and now immediately a text comes through that my “bill has now increased an additional $25” since my $25 bill credit I’ve received for the for past 7 years, will no longer apply without auto-pay.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.
Costco offer for BOGO not honored
I added 2 lines in first week if March as offer of BOGO from Costco Store Kiosk. One of the line was new and other was port in from another carrier. Now after 2 billing cycle the T mobile customer care is testing my limits and says the BOGO is no longer valid. I had made a conference call between T Mobile sales person who sold the lines and customer care as well but the customer care lady was not at all cooperative and was unprofessional. Than the other guy from Customer care joined and said the issue will be fixed. Its almost 20 days now and when I call the customer care , I am back to square one again I have to explain the whole offer and situation. I am clueless how to deal with the situation. I ordered a new phone with new line , If I cancel the line will I be able to return the phone which was bought 2 months back ? Can I escalate to Costco regarding T Mobile poor services ?
Notice of account change /Sprint-we didn't receive the trade-in phone..
As the title shows, apparently I’m being scammed by Sprint/T-mobile. I have the proof of delivery and not sure why I received this ominous message via text only. No emails or any other information in the account that suggests that the phone that was traded in was not received. There was no confirmation that the trade-in was received by Sprint/T-Mobile either, but others tell me that’s typical lack of communications on the part of Sprint/T-Mobile. What should I do? I tried calling Sprint customer service multiple times, but the wait times are 30+ minutes each time.
Paying for service and recieving None
I've had TMobile wireless for over a year now and the service is a JOKE. I'm so fed up at this point as you can tell by my username but needed to share my experience with other customers and people considering signing up for TMobile. When I first signed up in store for 2 wireless lines and got the 3rd one free I was under the impression I was making a good decision. The associate had all my information including home address which is also my work address(work from home) and guaranteed that the service in my area would be great. Every single day I get the No Service prompt; 'Emergency calls only', I get dropped calls, I get texts not sent nor received, apps that will not load, internet that will not load. 5G will appear for a brief second before I go to make a call or send a text and then dissappear immediately and change to 4G LTE with 1 or 2 bars. I constantly see the 🚫 symbol stating I have absolutely no service. I play the game of turning my wifi off and back on to maybe get a signal for a brief moment. On the other hand since I started my service I've spent countless hours on the phone with customer care and using the 611 text chat when the calls get dropped. It's so fun to go around and around and be told I'll receive a call back from this associate or this supervisor and then revieve nothing. Lies. I went and got the internet service not long after my wireless when I was told it would help boost signal and with my service in general. I had the thing for 9 stupid months or so- on the window sill boosted up to get the best signal of maybe 1 or 2 bars. I got so tired of calling and fighting with customer service and troubleshooting everything with tech support that I gave up for a while. I returned the wifi device only to be charged $200 for a non return fee which they told me I'd have to pay the bill and that it would be refunded to me after and to call my bank... I was told by another associate that they can't refund money and that it would be in the form of a credit and they're not sure why I was told to call my bank to check on it. I was then told by another associate that it was removed after I agreed to pay a certain amount, they said it was considered an unauthorized transaction but somehow it was all 'squared away' and 'no worries'. At this point this past week I've spent 40+ hours between phone calls and messages to find out the following: 1. Service is not fully provided to my address because of a lack of nearby towers. 2. The towers (owned by Verizon and leased by TMobile) were "checked" to see if they're working properly. 3. One specific tech was able to manually connect me to the nearby tower in which I still had no service. 4. All three of my Samsung Galaxy phones work perfectly fine 5. A $50 credit is TMobile's way of resolving my issues; "a $50 credit as a token of our appreciation for my continued support" Not only do their associates love to hang up or randomly end chats at their time of choosing, they have admitted to the faults of the company and it's horrible service. I actually had one TMobile associate recommend I switch service providers because it won't get any better.. TMobile continues to want to steal from me via 'theft of services' and have neglected to right the year of not having service and paying +$150/month. I'll be contacting the BBB and wherever else reviews may be left. I'll also finally be switching my service today.Any reason I'm being charged $500/month for an internet service I'm not using?
I can’t get anyone at T-Mobile to help me. Has anyone else been literally pick pocketed by T-Mobile? I realize it may be a glitch with my account, but that doesn’t explain why NO ONE will help me...and/or why I can’t just cancel the service they are using to steal from me. This is beyond frustrating.
Fraudulent activity on my account, empty promises from Rep's, and no resolution so far.
Someone activated a sim card on my account and made calls originating from Jordan outgoing to different countries in that region. I am in the US and I only have one activated phone. This had to be a Tmobile employee because who else would have access to my account? I have called customer service several times and I am getting empty promises and lies from the Tmobile Rep’s. I was told that a Fraud Claim was filed on my behalf and that was a lie. I was also told by another rep that I would receive a call back from a manager to help me rectify the situation and that was also a lie. T mobile needs to do better!Customer Service Guy Made a Mistake. Nobody Knows How to Fix It
Long story short, I had an account with T-Mobile. I asked them to put a military suspension on my line. Military suspensions are 39 months long. About a year after the suspension started, I needed to access my phone again to gain access to an old account, I contacted support, they lifted the suspension, and then I asked the customer service rep to reinstate the military suspension. He messed up and instead emplaced a TEMPORARY suspension for 90 days. After the 90 days, my account started getting charged for service again without me knowing it. After not receiving payments and incurring late fees, T-Mobile moved my account to collections. I was never contacted by any collections agency. They never e-mailed me or called me. The only way I found out was (after my friend informed me someone else was using my number that was supposed to be on suspension) I called T-Mobile. In other words, if I hadn’t called T-Mobile, I never would have known my account was sent to collections which means my credit took a hit because someone messed up on my account. I called T-Mobile customer service, they told me I need to contact the collections agency, VoiceStream Inhouse VST, at 800-937-8942 but this phone number connects me to the generic T-Mobile customer service. And even then, nobody in the billing department knows what to do. None of the supervisors know what to do. One of them actually had the nerve to tell me to hang up, call the number again, and hope that someone from the collections agency picks up the phone! My credit is affected by someone’s mistake. I paid my bills on time when I was a customer, and now none of the customer service reps know what to do.Poor customer Service
I have spent almost 5 hours trying to get help with my Samsung A32. The phone cuts people off. I got the phone in November 2021 and this is May 2022. Because I didn’t get the warranty they won’t help me. Very poor customer service. I’ve been a customer since 2002….yes….20 years with 6 lines. Wow! I even said I was going to switch carriers and the guy transferred me to customer service to do that. Very sad that they don’t care.
home internet line getting added without requesting for it
When we added new accounts to my line 2 years ago, T-Mobile added home internet line for 30$. When asked they said it was an accident and they will remove it. I trusted them they would remove it. Since it was on autopay I did not check. Now that I identified that home internet line is still there for 2 years I called them and asked about it. They are now saying it’s too long and we can only refund for 2 months. And more frustrating part is they sent me a email to return the device which we never got for a service which we never asked for and never used. the rep was saying it was my responsibility to check the bill and notify them of any discrepancies. as a customer am I responsible to check their work. How can this even be ethical. Looks like I am not the only one this is happening with. Does anyone on T-Mobile management even know this. Are they doing it in on purpose to meet their numbers for commission?