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.
unethical billing
Very disappointed in T-mobile's billing practices. Months ago I was informed by their customer service, on a recorded line, of my new monthly billing amount moving forward. The representative lied to me and I continued to be charged approximately $70 more than what was described each month. I ultimately found a helpful in store representative and chose to change my plan to have a more affordable experience. That being said, I disputed the previous overcharges with my credit card (separate story where a CS rep told me they would continue to honor my CC for an auto pay discount) and the credit card found the case in my favor; after submitting text confirmations etc. Even after the dispute was resolved, T-mobile continued to bill me online, although the charges were never reflected on my paper statement (had to switch to paper when after being lied to about honoring CC for auto pay - wasn't giving them my checking acct#.). Very disappointing! Never had these issues in my 20+ years with Sprint. I have an 850 credit score so I just paid hundreds of dollars, that I never had the opportunity to examine on my paper bill, as promised by another rep, to restore my service and not damage my credit. Unfortunate, because I like the current plan I switched to in store. Does anyone have recommendations for other carriers with first responder plans ?Think twice before switching to Tmobile
I've been a paying T-Mobile customer for over 12 years and just in the last 30 I was a victim of fraud and theft. The first incident occurred about a month ago when I purchased a phone secondhand to save some money (recommended by T-Mobile because they said I can get it cheaper than the store price). I activated the phone in person with a T-Mobile representative and they added BYOD insurance to my plan. 2 weeks later, the previous owner filed a claim with T-Mobile saying the phone was lost but clearly it was insurance fraud. I reported the matter to T-Mobile immediately and they said they will unlock the phone within 24 hours, so I can use it. A few days passed and I hadn't heard anything, so I called to follow up and they said the request to unlock the phone was denied. Very disappointing considering the circumstances. Subsequently, my only other option was to purchase a new device firsthand, which I did, putting me at about $1300 ($400 for the first device and now $900 for this new device). Again, I activate the phone at the store and everything is back on track. Four days ago, my car was broken into and my new phone was stolen. I notified T-Mobile and filed a claim with Assurant which is T-Mobile's third party insurance department. I paid the $250 deductible. A T-Mobile representative advised that it will take 24 hours to ship the new device to me. Yesterday morning, I reached out to Assurant and they said they needed a copy of my driver's license, so I promptly provided it. They advised they will prioritize the claim and the cutoff time for next day shipping is 7PM EST, which gave them about 12 hours from me providing my driver's license. I reached out to follow up before the cutoff time, and they said it will take an additional 3-5 business days to review the claim. So, it's looking like the claim process will take, at minimum, a week from the date I filed. Unbelievable!! I've spoken to management at both T-Mobile and Assurant, and they said the delay is system generated and they can't override it. T-Mobile says it's in Assurant's hands, and Assurant says it's in T-Mobile's hands. What's the purpose of paying insurance for several years, without having any claims, and once I need to file a claim, it becomes a nightmare of a process? T-Mobile does not have their customer's best interest in mind and I feel I've been treated unfairly. Their process is deceptive and unethical in many ways. I am now strongly considering switching carriers and I advise any T-Mobile customers in similar situations to do the same. If you're not a T-Mobile customer and you're reading this, definitely consider other options.