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artD
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Joined 2 months ago
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Customer Care Failure
Despite all the free phone offers from the competition, I opted to stay with T-Mobile when my last set of promo phones were paid off. What a mistake. To try and make the costs more realistic I was convinced to go to autopay. I was leery about giving any vendor direct access to my bank account so I set up a special account at my credit union. I set up the account with the help of customer care in December, too late for my January bill so we paid that by mail. In Feb I got a notification that the payment was successful via a T-Mobile text. 4 days later (2 days after the payment due date) I received a text indicating I needed to call 611. I did but they did not know what I was calling about. After several hours it was determined that: The reason for the text is that my payment did not go through despite having the right bank routing and account number it was rejected by the bank because the transaction indicated it was a checking account but it was actually a savings account That bank account was locked out by T-mobile so I had to use another one On the phone with customer care we set up a new savings account bank account, noted it as savings and customer care confirmed it was all good Customer care also waived the $7 late fee because the payment did not go through and I paid via credit card In March I again got the notification that transaction processed successfully, but again 4 days later I get the text to call 611. First I checked my bank and did not see the transaction. So I went to T-mobile and paid immediately via credit card. I called customer care and was again told that the failure was because the account was listed as checking not savings. Seems to me the system failed. I was told that because I had two failed autopays from my bank that I could not use it. The customer care person said that lock should re-open in a few days and she promised to call me and set it up again. This time I said I would use my checking account. Great news they did call as planned but the voicemail indicated that she still could not set up a bank account. If I could use a debit card that should work. The next day I went online and set up the debit card putting me back on autopay. I also took a look at my upcoming bill. Not only was the autopay discount no longer applied but I was changed an additional $25 fee because of the failed transaction. As this was not my fault I called customer care to make sure these fees could be reversed. After 45 minutes of talking to the customer care team and sitting on hold as they "checked things" they basically said there was nothing they could do because the transaction failed and that my new bill was ready and they could not apply the autopay to the account until the next month (which is why I was losing the $10 discount). He "graciously" said that he would give me $15 credit to partially offset the charges (none of which should have happened if it was done correctly by Customer Care the first time). I pushed to talk to a supervisor and was told he already did and this was the best they could do. I asked him for a written (email or text) confirming his side of the story as documentation and was told he could not. It seems they are not allowed to email or text customers due to security reasons (despite me verifying my identity on the call with them and letting them use the email and phone contacts they have in my profile.) Ultimately I am paying $20 because their system did not work with my bank. On a side note I use the same savings account with Comcast for my internet bill and that works fine. I want the additional $20 back to make me whole and confirmation that the new autopay to my debit card will indeed work. Unfortunately as many others have complained about on X and here there does not appear to be a way to communicate to people in charge of customer care to get things resolved. That is an epic fail in my book48Views0likes0Comments