Lied to and billed for a phone that I was offered for free
I have been a good reliable Tmobil customer for over 4 years. I have multiple lines on my plan and I’ve never missed a payment. I ordered and paid for a new phone just before Xmas 2021. The phone was never delivered. I called to ask where my phone was and was told they couldn’t find the phone and had to investigate. A rep was supposed to call me back. By the second week of Jan. the issue still wasn’t resolved and I did not receive a phone yet. Tmobil was still unable to give me a clear answer on what happened or when I’d receive my phone. I was upset and called back on Jan. 7th to close my account. The operator was distressed and said she could not lose me as a customer. She asked if a free phone would get me to stay. I agreed and signed the paperwork for a new phone. I received the phone within 1-2 days and all was well until I got my next bill and saw that I was being billed for the phone. I called customer support several more times trying to resolve the issue. By early March my frustration level was through the roof. I’ve made so many calls and wasted so much of my time. I called to cancel my account and was told that if I left, I would still owe for the balance on the phone. I said I’d send it back but the rep said too much time has passed. I asked to speak with a supervisor. I was given to James rep# 9991310431 who insinuated that all along this was just a scheme I hatched to demand a phone. That whatever happened between me and the service rep on Jan. 7th was my fault and that I agreed to pay for a new phone. I asked him to listen to the recorded call, he said he did and that I agreed to buy a phone. I know that’s not true so I asked James to let me listen, he said that wasn’t possible. I asked if somebody else at Tmobil could listen to the call. He said he was the highest level of authority I would be able to reach and that nobody else at Tmobil would bother to waste their time listening to that call. I asked James for the number to customer relations, he said that Tmobil (a giant phone company) doesn’t have a phone at customer relations and that I’d have to write them a letter. If I want to speak with somebody else, I will have to wait 72 hours for somebody to call me back. This all seems crazy to me. I’m a working father of three children with a life, I don’t have time for all this and I’m not just going to be bullied into paying $1000 for a phone I was told would be free. I want my money back and I want to take my families business elsewhere. I can’t believe that there’s no way to contact anyone at Tmobil with the authority to assist a very displeased customer besides James, who has insulted me multiple times now. If you are reading this and you are on the fence about using Tmobil as a carrier, this will be your reality if you ever need customer service. I don’t recollect ever calling for help with anything else in all my time with this company. The one time I need help due to unusual circumstances that were no fault of mine, I’ve been lied to, scammed, hassled, bullied, insulted, stressed and have had hours and hours of my time wasted.
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.
Numbers all ported out but still getting charged
I sold my business and the new owner ported out all numbers in late June. I was charged again for August and paid the bill, despite not having access to the bill since it’s only available on tmobile.com. My login was disabled. Calling the support line, I don’t have my PIN, in the past, they always texted a code to my phone, but since that phone is no longer on TMobile, this isn’t possible. So, the phone reps can’t access my account. Was told to go to a store and called again with a phone store rep, but the agent on the phone still couldn’t access my account. After about an hour I left. I challenged the September charge on my credit card. This week, I received a letter indicating that the September bill hasn’t been paid, presumably before going to collections. Not sure why I received the letter, since it was charged to my credit card (and disputed). Very frustrating that it seems I am still getting billed by TMobile yet no one can access my account to tell me if my account is still active and why I am still getting billed. How can I get help???
Customer Service flat out lied to me about promotions
I wanted to do something really simple and make a new account under a released phone line. The customer service rep who helped me was very nice at the time and helped me make a new account for this line. I was also trying to take advantage of a promotion for 800 dollars off a new Samsung S23+ since i was opening a new account. I asked the representative if this would affect my coverage since I was switching plans and getting a new phone. The rep Promised me it would not and i could at any time switch between phones if i liked. I asked multiple times if the new phone would still be the same phone number and Fred the rep said it would. I’m thinking to myself that T-mobile actually honors their word. I find an E-mail today thanking me for opening a third line. I thought that was weird and called customer service. Apparently the promotion was for opening a NEW phone number. Of course I was frustrated after spending 6 Hours (8 at the time of writing this) to get my problems resolved. I went through 8 people now (Janica-Supervisor - 602-854-109) (Fred - 846-768-92) (Whitney J- 2466) (Idaesha - Supervisor) ( Alysha-Supervisor) (Kerry) (Derrick) All of which refused to help me, The three Whitney Idaesha, And Alysha were also very rude to me and gave me nothing but attitude and tried to talk over me. All I want is to get what was promised (And PAID FOR) to me. Every single one of them basically told me I was out of luck and there was nothing they will do for me to resolve this situation. I just want my number on a line and the phone/watch that was promised to me. Why is T-Mobile opening more phone lines for me? This is not how a customer should be treated. T-mobile needs to make this right. There’s no reason A customer should spend a whole working day figuring out why there’s extra charges on an account.
