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banana13
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Joined 2 months ago
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Escalated issue- no resolution over a year
Hello, I hope this email finds you well. My name is Ana Victoria Flores, and I am writing to bring to your attention an unresolved issue regarding a refund that I was promised when I switched from AT&T to T-Mobile at the Eastlake location in El Paso, Texas, in March 2024. When I visited the store, I informed the representative assisting me that I had a payoff balance of approximately $1,500. He assured me that as long as I submitted the necessary screenshots, I would receive a full refund for the amount once paid off. I promptly submitted the screenshots, but my claim was denied due to an error in the promotion. This required me to return to the store and resubmit the screenshots, further delaying the process. After waiting the advised six weeks, my claim was denied again. Upon contacting the rewards center, I was informed that the promotion was not valid and that the only applicable refund was $200 per line, totaling $1,000. Despite the lengthy wait, a customer service representative kindly assisted me by providing a $200 card and posting $800 to my account. However, the remaining $500 was to be resolved by the store manager. Since October 2024, I have made approximately ten calls to the store, attempting to resolve this issue. Unfortunately, I have not received any call back from the manager or any resolution. Today, I was informed that only $100 could be offered due to the six-month period having passed, which I kindly decline. I have been patient throughout this process, but I believe I should not be held responsible for the remaining amount, given that the issue stemmed from incorrect information provided by your representative and my repeated efforts to resolve it. I am seeking a resolution for the full amount of $497.90, as the manager's offer is insufficient. I am willing to work towards a solution that ensures the full amount is refunded. I appreciate your attention to this matter and look forward to your prompt response. Thank you. I sent this email to tthe regional manager Henry on April 23 and messaged a followup on the 30th and have not received a rescinded.105Views1like1Comment