Being screwed on our billing

If you are out there MIKE SIEVERT I can only hope that this gets your attention!!

We are seniors that have Magenta plus and have been with T-Mobile for 7 years and our account has recently been messed up by T-Mobile unbelievably. Our bill has been paid in full and on time every single month for as long as we've had cell phones. Heck for as long as we've paying phone bills for nearly 50 years. I am sitting here now with no phone service through no fault of our own. The last week has been a nightmare and I could write a book over what I have been through and I have the text and e-mail messages to prove it.

Every month my bill is paid for through my credit union's bill payer online and shows up as cash on my T-Mobile account. Nothing that I have done has changed but now my April and May bill show that my bill was paid by a Discover Card. We DON'T have a Discover Card. The first notice I had of this was when I noticed a text message saying my bill was paid. Not unusual but then the Discover thing caught my eye. I immediately called T-Mobile and told them about it to be nice. I figured I had already paid my bill through my checking account, I knew this was a mistake and was worried that someone else's bill had been misdirected. Next thing I know I am in default and they are saying my payment had been reversed. To where? I am still trying to find that out.

I have proof that the April and May payments came out of my checking account and were sent to T-Mobile. I immediately start communicating with T-Mobile and the nightmare starts. I have spent hours. HOURS emailing and texting back and forth with customer service. I have proof that I have been promised REPEATEDLY that their TEAM was working on the issue and they would get back to me. I was told that my account was being put on hold while they were working on it. In the meantime I got constant phone calls leaving messages about setting up a payment plan. Of course you can't press the options from a recorded message so I called them back. When I did I could not reach a human option and it only kept telling me to set up a payment plan. Why would I do that when I had already made my payment? Also I had been told my account was on hold and they would get back to me. Then they started telling me I not only owed the May payment but added fees.

This morning (a Sunday morning which limits what you can get done) bright and early they suspend my account. After not getting back to me after the numerous contacts I had with them. After telling me my account was on hold till this was straightened out.  AFTER me paying my bill on time and them losing it! I spent over 4 HOURS on the phone texting back and forth this morning finally in tears and shaking over this mess until I had a headache. NOTHING was accomplished.

They demanded repeatedly that if I wanted my service restored I will have to make a payment plan. I told them that with the way they had already mishandled my payment I could NOT give them more financial information to mess up my account further. I have done nothing but be an excellent customer who paid their bill on time and I have proof. Somebody at T-Mobile has screwed up and I have jumped through hoops filling out missing payment forms, spending HOURS of my time in communication with them and doing anything else they required of me. I will not give them more of my financial information though by setting up a payment plan to cause me more problems.

Apparently T-Mobile has no one in authority to deal with a situation like this. Not even teams of so-called associates that never get back to you. Now I have been horrified researching T-Mobile reviews and from what I have experienced this last week I know the reviews are accurate. I can't believe that the CEO at T-Mobile would want his parents treated like this or anyone for that matter.  We have been loyal customers and this experience has been disturbing to say the least. I have asked them repeatedly what happened to my April and May payment and so far no one can tell me anything. And here we are with no phone service. If we have an emergency we have no way to call 911. Scary. And the associate I talked to today said I cannot get cell phone service from anyone else until I set up a payment plan and pay them off. The problem is still that I HAVE paid them in full and my next payment is not due for weeks. Kinda sounds like I scam but I would expect more from a major business like T-Mobile. Sad. Very sad. 

If you get one of those JD Power & Associates surveys this year, be sure to fill it out and accurately describe your customer service experience.