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.