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My awful experience over the past week after being a 9 year customer motorolla razr 2023
Hello, and if anything, I am documenting this here publicly for others to see…but I deserved better than this T-Mobile and Assurant because the protection 360 is plan appears to be a misleading scam in my experience. my Motorola razor 2023 that I've had for 10 months, broke a week ago after a normal call during work. I closed the phone and put it in my pocket only to open it later and discover a black bleed line at the fold . My top screen no longer worked and I immediately took it to employees at the local retail store. They called assurant to set up an exchange and I was put on the phone to answer some questions. Assurant asked if there was any damage to the phone and I described the screen. I also mentioned that there was a scratch on my camera that was completely unrelated to the actual problem. However assurant used this to move my device into the category of "accidental damage" and proceeded to try and charge me a deductible for $107.17 I don't have that money, but as a reporter I need a functioning phone for work…and even though I mentioned that I had protection 360 which very publicly offers $0 front screen replacement and $0 service fee for a mechanical/electrical failure I was never offered such options. I contacted customer service and spoke to a supervisor who set it up to have a replacement sent to me from assurant in two days. And any deductible billed to my account was supposed to be credited back by T mobile. My phone that is already malfunctioning proceeds to get worse until that phone arrived. After setting it up with my SIM card and transferring my data, the replacement motorolla razr stopped working after 24 hours. It does not power on, it does not factory reset, it's essentially a brick! I contact customer service again and I'm told I can take the defective device back to the retail store and replace it there. I asked if the store knows that and I was told I would get a new phone at zero cost from the retail store and that they were going to be aware that's what was happening. I go to the store to learn that employees have no idea what I'm talking about and after trying to explain that I'm supposed to be exchanging the defective replacement device for a new phone, I'm told they can't do that. at this point the second half of my screen on my malfunctioning original device has completely stopped working…and so to get a WORKING PHONE I painfully had to wipe my recently dead brother's old iPhone…and I'm VERY upset that I had to do that so I could even contact customer service again. customer service tells me they'll be sending a new phone to a local store for me to exchange the defective replacement device with…I asked during that call if it could be sent to my address and I'm told No! So I wait yet another two days for it to be delivered. It arrived today, and when I took my defective replacement device in for the exchange I was basically told they couldn't make the exchange because they couldn't turn on the defective device to check it! And so store employees cancel the order sitting on the counter with my name on it! After calling customer service, navigating to a supervisor, driving back to the store, the ultimate big brain solution by T-Mobile is to order me another device for a warranty exchange to arrive in ANOTHER two days! All of this while I'm standing there LOOKING AT A PHONE IN THE STORE FOR THAT SAME REASON!!! This is absurd! I'm offended! And considering I had to wipe my dead brother's old iPhone to have a working device on your network for the past week, I'm INCREDIBLY upset! Whatever is going on is insanely messy and unhelpful and I've had to do ALL the calling and legwork to get all of T-Mobile's screwups sorted out….ultimately I'm STILL trying to get a working replacement phone from y'all after already facing a suspicious upcharge in my insurance coverage for what is a mechanical failure of the device. I will be preparing to file a BBB complaint over this as well if I'm not contacted with a response and explanation through any of the avenues I've reached out through.
Servicio al Cliente
I ve been contacting customer since last month about some changes to bill to make payments easier. I had ask for certain dates as it would allign more with pay date but when I check in new cycle due date hadn't berm changed as well as some device actions Contacted customer service about every two days and got that standard working together crap. Be told one thing but opposite action taken. Then icing on the cake came December 15, 2024 when it seed I was being charged double but agent tried to convince me I didn't see what I thought I saw...not then about departed chat a awhile before t mobile was to still be open. Totally unprofessional
Phone hacked?
I have received several text messages - example, "No Subject/Message size: 1KB/Expires 2:00 PM DEC 16. Three identical messages were within five minutes. It appears that the phone is trying to download a text that is too large. All of these messages appear to come from known senders but they did not send them. My wife is also receiving similar texts from persons in her contacts. I suspect we've been hacked. Any suggestions appreciated.
The Problem With T-Mobile and ZFold5 Refurbished
My T-Mobile Experience In May of 2024 T-Mobile had an update and my phone started using my Hot Spot in the background. It used it so much that at the end of the month of May when I went to use it, it was incredibly slow. I called T-Mobile. They said they could not do anything to increase the amount of Hot Spot Data that had been used. Note: After you reach 40GB on my plan, Hotspot is squelched to 256kb or lower in speed. To reach 59.6 GB of hot spot data would be an incredible feat even for a month of internet at that speed. Clearly something was wrong. So I checked and low and behold after my refresh time, 13GB of Hotspot had already been used, even though I had never turned Hotspot on. For the Month it went up to 36GB of Hotspot this time. Never turning the phone on, and working with T-Mobile Technical Support. They decided to replace my new phone with a refurbished phone to see if that would correct the issue... It did not. Another update was done in June... strangely. It slowed the amount of Hotspot usage to 15GB. So obviously they knew there was an issue. But it still didn't fix it. T-mobile sent me out another phone. Again , it did not work. The issue resolved itself in October after that update. Okay, so at this point I was mad because they shouldn't have had me swap my phone for a refurbished, which after the update was having connectivity issues. I had to get another phone. That one had overheating issues, then one with battery issue, one with touch screen front issues, they sent one that wouldn't turn on, they sent one to the wrong IMEI address, etc... Finally Nov 24th, 2024 I received my current phone. When data transferring, it didn't over heat. I was ecstatic. It seemed to work perfectly fine. Nov 28th 2024, I pressed on the screen and the phone made weird blue red and green hair like squiggly lines , created a solid thin stripe of white light out to the right of my phone and then the little squiggly lines turned into a dark circle. I called tech support and they immediately took care of the warranty replacement with many apologies. Karen was great. I'm in a cast, so couldn't make it to T-mobile until the following Sunday. When I got there the store manager let me know he couldn't take my replacement because it's screen burn in and is not a warranty defect issue but categorized as damage. I called T-mobile to complain about the defective device then and there, and the Manager in the Philippines, " Glenn Murphy, ID 1102824", said he'd escalate it to get a one time exception. That he would call back Monday or Tuesday since I'd been with T-Mobile for 8 years. It is now Wednesday. I called into T-mobile. Customer Service got rid of me as quickly as possible to tech support. Tech support said I'd have to pay 250.00 at samsung to repair the screen of my ZFold5 or $200.00 for my insurance to get a refurbished phone... which would set me back to step one again. Calmly I walked over everything that happened, I said T-mobile is the place that setup the device for refurbish and that T-mobile should take responsibility for sending me a defective device. He insisted we only have 3 days for defects to be reported and that anything after that is an insurance claim for damage. I asked them to wave the insurance fee since T-mobile was clearly at fault for sending me a defective device. He said they cannot make that promise as the insurance company is a separate entity from T-mobile, even though the phone will be sent through T-mobile Fulfillment. I asked to speak with a manager. The manager spoke down to me for 10 minutes like I was a child, explaining about T-mobile policy and not even listening. So I said would she like to say that on a recorded line and she hung up. She was not the manager. Moral of the story, warranty replacements at T-mobile are not new devices. Try everything you can to keep your device if its a warranty issue and wait for updates if something seems odd. T-mobile for 5 months was basically stealing Hot Spot by having a problem that was solved by an update in October. Had I waited I would have had my phone that was working fine still. T-Mobile has terrible Technical Support and Customer Service when they can't seem to fix things like VOIP not working on their Network because they are blocking UDP 5060 and 5061, and can't help you fix that issue, but I found a way around it. Or can't figure out that its an update and not the phone that caused the Hot Spot Issue. Or can't man up to the fact that they sent a defective product and issue a warranty replacement without stating that there could be a 500.00+ charge to the account because the phone will show damage. T-Mobile , Shame on you.
Fraudulent Billing and Misrepresentation at Irving T-Mobile Store
I am here to show my extreme disappointment and frustration with a recent experience at Irving, TX location on November 26, 2024. As a new immigrant, I was misled and deceived by the representatives regarding the terms and conditions of my recent purchase. I purchased an iPhone 15 (paid 170$) and a Go5G Plus plan, expecting a monthly bill of $76.25, as promised. However, my first bill included a $20 mid-cycle charge and a $90 charge for the plan, totaling $110. This is a significant discrepancy from the original agreement, especially considering the 15% discount I was promised for porting my number from AT&T. I am deeply troubled by this misrepresentation and feel that I have been taken advantage of. I urge you to investigate this matter immediately and take appropriate action to rectify the situation. I expect a full refund of the excess charges and a clear explanation of the billing discrepancy. Additionally, I would like to be assured that such practices will not be tolerated in the future. I look forward to a prompt and satisfactory resolution to this issue.
Complaint regarding billing and service issues
I am writing to formally express my deep dissatisfaction and frustration with the service I have received from T-Mobile and to address a series of troubling issues that have left me feeling scammed. Over the past several months, I have made multiple calls to your customer service representatives with the intention of removing specific services from my account. Each time, I have only found that one service was removed while others remained unchanged. This situation has caused me to incur unnecessary charges for services that I explicitly stated I did not want. One particularly disheartening example involves the insurance charge for my S8+, which I have been paying for over three years. When I attempted to replace my broken phone, I was informed that I could not do so because I was using a replacement phone. However, upon calling again weeks later, I discovered that the insurance charges were still being deducted from my account. Most recently, I visited a store to explore options for a new phone and to reduce my monthly bill. The service representative informed me that, since my current phone was an A12, I had limited upgrade options. He suggested opening a new account to save money, assuring me that my old number could be transferred. However, when I contacted customer service to facilitate this transfer, I was told I would need to wait until the end of my pay period, despite my insistence that I did not want to incur additional charges. After missing a follow-up call due to an emergency, I was informed that transferring my number was no longer possible without adding a new line, which would significantly increase my bill - contradicting the very reason I sought to make changes in the first place. Eventually, I was given conflicting information about upgrading my old account and closing the new account without charges, only to be told at the store that it was not possible due to the 14-day policy. Each interaction has left me feeling misled and frustrated, as it seems that I am continuously caught in a cycle of conflicting information and hidden charges. I am particularly concerned about the sales tactics employed by your representatives, which seem to prioritize upselling rather than addressing customer needs. I kindly request that you review the transcripts of my calls, as I believe they will substantiate my claims of having been misled and overcharged. I would also appreciate a copy of these transcripts for my records, as I feel strongly that I have been subjected to unfair practices that have caused me both stress and financial strain. I hope for a prompt resolution to these matters, as I wish to continue my relationship with T-Mobile under more transparent and fair conditions.
