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ying8899
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Re: No reply from t-mobile customer support
Thank you very much. I follow your suggestions by linkup with Toni, a representative in t-mobile’s Facebook . He helped me solve problems effectively. Toni’s dedication, professionalism, knowledgeable, patient and care for customer from his heart is worth commendation.16Views0likes0CommentsRe: No reply from t-mobile customer support
Thank you very much for your reply. After two weeks of frustration finally someone from t-mobile is willing to reply in writing. I would appreciate if you would answer my following questions and propose how to resolve this issue. Does t-mobile honor t-mobile’s live chat with me (Joseii- 12:27PM)? He stated in the chat that “Given your current available balance of $16.77 and a renewal amount of $0.00, you do not need to take any immediate action to keep your account active.” Why t-mobile remove my available balance of $16.77 and suspended my account while my account is in autopay and a renewal amount is $0.00. With a renewal amount of $0.00 an autopay of $0.00 should have satisfied condition for renewal of my account? Kindly let me know what is your proposal to settle this issue!23Views0likes1CommentNo reply from t-mobile customer support
I have hearing problems and have difficulty to communicate with phone calls with t-mobile representatives. So I sent two(2) emails to customercare T-mobile.com. The emails have been delivered successfully for a week now but no response from t-mobile. Following is the content of my emails. To whom it may concern: Kindly forward this email to person/department who have authority to help. Thank you ! I have a “legacy pay as you go” account with t-Mobile for a long time. On 6/3/2025, the day before expiring date(6/4/2025), I logged into my account and found a confusing information in my account. My account showed Current available balance was $16.77 and a renewal amount is $0.00. And my autopay option was checked. I was a little confused and engaged into live chat options to clarify. Joseii - 11:50AM, live representative started to chat with me. After spend some time understanding my concern, (Joseii- 12:27PM)he confirmed with following statements: “Given your current available balance of $16.77 and a renewal amount of $0.00, you do not need to take any immediate action to keep your account active. The legacy “$3 Pay As You Go “ plan ensures your account remains active as long as the balance does not fall below $3. If your account balance does fall below $3, it will transition to a “Not Paid “ status, and you will need to refill to meet the minimum required balance of $3 within 30 days to return to “Paid “ status.” So I thanked him and copied my chat record. On 6/5/2025, I was surprised to find out that my service has been suspended and my available balance became $0.00 and my renewal amount remained $0.00. My wife and I visited t-mobile office at El Toro & Rockfield, store 8909. Alejandro Contreras, mobile expert helped me and checked with his boss. He told me and my wife : Everything will be fine. My available balance of $16.77 has been approved and will be adjusted to my account and I do not need to do anything , just wait. My account will be activated within a day or two. I can’t use my phone in the meantime waiting my account being refreshed. Tuesday June 10 After waiting for two (2) business days. My account has not been recovered and effective balance remains $0.00, renewal amount remains $0.00. My wife and I visited t-mobile office at El Toro & Rockfield, store 8909 again. Alejandro Contreras told us he cannot help. We asked him to help us called some who can help. He used his line phone (but refused to give us contact number) to connect to Alcy then her supervisor Serina. Because my hearing impaired problem, my wife talked with each of them for a total over two(2) hours. Serina just repeated saying “no refund”. I can refill with $15.00. Disregard the fact that the statement of joseii and promise from Alejandro Contreras. (For your reference they have asked Alejandro Contreras to verify my chat record with joseii). This is a most surprising to me for t-mobile claiming “OUR COMMITMENT: to unlimited and net neutrality “. I hope this email will reach someone who is authorized to help. My request is very simple: Refund my available balance of $16.77 by send me a check. Let me know why a renewal amount $0.00 and enrolled autopay ended up with my account being suspended? I am confused and like to know what have I done wrong? I will consider to add $15.00 for a total new start depending on the outcome of this dispute. My credit card may need updating for expiration date. So refund to my current credit on record may not work. My t-mobile Account# 16093292i3 My address is: 4010 Calle Sonora Oeste Laguna Woods, CA 92637101Views0likes4Comments