Forum Discussion
Lied to and billed for a phone that I was offered for free
I have been a good reliable Tmobil customer for over 4 years. I have multiple lines on my plan and I've never missed a payment.
I ordered and paid for a new phone just before Xmas 2021. The phone was never delivered. I called to ask where my phone was and was told they couldn't find the phone and had to investigate. A rep was supposed to call me back. By the second week of Jan. the issue still wasn't resolved and I did not receive a phone yet. Tmobil was still unable to give me a clear answer on what happened or when I'd receive my phone. I was upset and called back on Jan. 7th to close my account.
The operator was distressed and said she could not lose me as a customer. She asked if a free phone would get me to stay. I agreed and signed the paperwork for a new phone. I received the phone within 1-2 days and all was well until I got my next bill and saw that I was being billed for the phone.
I called customer support several more times trying to resolve the issue. By early March my frustration level was through the roof. I've made so many calls and wasted so much of my time. I called to cancel my account and was told that if I left, I would still owe for the balance on the phone. I said I'd send it back but the rep said too much time has passed.
I asked to speak with a supervisor. I was given to James rep# 9991310431 who insinuated that all along this was just a scheme I hatched to demand a phone. That whatever happened between me and the service rep on Jan. 7th was my fault and that I agreed to pay for a new phone. I asked him to listen to the recorded call, he said he did and that I agreed to buy a phone. I know that's not true so I asked James to let me listen, he said that wasn't possible. I asked if somebody else at Tmobil could listen to the call. He said he was the highest level of authority I would be able to reach and that nobody else at Tmobil would bother to waste their time listening to that call.
I asked James for the number to customer relations, he said that Tmobil (a giant phone company) doesn't have a phone at customer relations and that I'd have to write them a letter. If I want to speak with somebody else, I will have to wait 72 hours for somebody to call me back.
This all seems crazy to me. I'm a working father of three children with a life, I don't have time for all this and I'm not just going to be bullied into paying $1000 for a phone I was told would be free. I want my money back and I want to take my families business elsewhere. I can't believe that there's no way to contact anyone at Tmobil with the authority to assist a very displeased customer besides James, who has insulted me multiple times now.
If you are reading this and you are on the fence about using Tmobil as a carrier, this will be your reality if you ever need customer service. I don't recollect ever calling for help with anything else in all my time with this company. The one time I need help due to unusual circumstances that were no fault of mine, I've been lied to, scammed, hassled, bullied, insulted, stressed and have had hours and hours of my time wasted.
jason_nrdn wrote:
UPDATE 4/18/2022
James rep# 9991310431 wins… he made notes on my account saying that I agreed to purchase the phone I was promised would be free in January. I spoke to several other representatives trying to correct this issue with no luck. I can't waste anymore time.
In the eyes of T-mobile I lied about all of this and there’s no chance of them giving me the benefit of the doubt!! So I just paid off the free phone ($1000) and I’m leaving for AT&T.. YOU T-Mobile
I'm not a difficult customer. I have never complained and I've never left any sort of feedback like this on the internet before. I have no other card to play, T-Mobil scammed me (for no reason) and this was the only course of action I can take is to try and let the public know what happened to me.
Omg the same thing is happening to me right now. I called them to see why my bill went up so high after the second month and they told me that Because I applied for being a first responder, I didn't give them proof for it and that's why my bill went up. But I never said that I was a first responder. I called again and somebody told me a different reason. I was so confused so I called again and this time they told me a different reason ONCE AGAIN. then finally this lady explains to me how I did not get the promotion because the phone is NOT free it's only $700 off but they don't tell you that when you sign up for it. How is this legal????Also I was told that my internet device would be $30 a month and they are still charging me $50 on auto pay. They can't get anything right!
In February this year, I switched from Verizon to T-mobile. I was happy with verizon, but they weren't offering as good as a promotion as T-mobile was, and since I was 19 & switching off my dads plan, I wanted the best deal. I was unaware of how awful this company really was at that time. They told me that if I traded in my phone I'd get $800 off the iPhone 13 & I could throw an Apple Watch SE in for only $200. I asked the lady on the phone if this was a credit situation or if it would be instantly applied. I wanted to have the option to pay off the devices at any time without losing my promotion. She assured me that I could pay them off at anytime, and the promotion would instantly apply to my account, not a credit situation. I never really checked on that until a few weeks ago when I realized it said I owed $219 on my watch I was told was $200. Come to find out the rep that sold me my devices, LIED about it all. I ended up switching back to Verizon because I don't want to support a company that misleads its customers. When I contacted them over the app to get my phone # transfer pin, they told me due to "privacy" reasons they couldn't do it over the app. So I called, and was told they only do it over the app. I had to ask to speak to 3 different supervisors before someone was able to finally get me a pin. It was frankly embarrassing for them. Ever since having these issues, I'm suddenly unable to access my app, contact customer support through the app (when it will allow access), or anything. I'm so thankful I was able to switch over back to Verizon. After arguing with them on the app, they stopped using punctuation, capitalizing letters, and misspelling words. They were begging me to stay, even after telling me that they couldn't help me at all about any of my issues.z
HEAD MY WARNING: if you're thinking of switching please don't. Every Verizon rep I spoke to told me that this was typical, and they see it everyday. This was after I switched back so they had no reason to sway my opinion. I've seen so many posts & videos online about other people having similar or very very worse issues. You're better off using any other company.
I would switch back to CC but then I have to pay off my iPone 13 pro after they said I would get 18 for my iPhone X 256gb mint condition phone, they only gave me $110 for it. Plus they gave my wife a free phone and then said the watch came with it for free then added a line for the watch that she didn't want or will ever use, they won't take it back or get rid of the line? The Internet device I have seems to be $30 now after I complained but Im still stuck with the watch line and the watch which they are charging me for yet we were told it was free. The worst company on the planet!!!!!!
Stay as far away from T mobile as you can folks.
I am a customer for the home internet wifi anywhere. So the actual device works fine, my issue is the original device sent to me was never recieved. So contacting customer service I was told I'd get a billing credit since I never had the device and that I would be able to pick up another at no charge from the local office. This was a lie. Despite having the proof of conversation, the So called manager said they couldn't do it because blah blah blah and that I'd had to pay an upgrade fee to get the device, but calling in would be able to refund that but they couldn't do it themselves and when calling in they said they saw no reason for having to charge it. Moving forward they had to "shut down the original line" and start a new one. So you would assume that the "original line" was closed and I wouldn't be charged for it right... wrong. Three months later still being charged for a device I never recieved and they no longer have when you can chat with an agent and have everything in writing they have this bs to share how poorly they're performing... sadly the service for the device is decent but the customer service not so great... I need my money back, I don't appreciate paying for something I don't have.
I have been trying to resolve the purchase price offer for a phone and plan change from the Tmobile for months with NO resolution. What differs with me is I have copies of the "hand" written documentation, the worksheet and notes, from the store manager and TMobile will not acknowledge them. I went back to the store where this phone was purchased when the first bill came in and the manager, who performed this scam, gave me a $60 "Inconvenience Credit" and said she would correct the error. The next month when the bill arrived the same problem existed. When I returned back to the store but it was closed and I went to another local store and they informed me they would investigate and correct the problem. After multiple phone calls to this TMobile representative with no updates , only delays, I resorted to text messages to document this for updates. It appeared she did not appreciate this and i got more delays and the problem was not resolved. So after multiple phone calls to the Cares department that went on deaf ears and I should send a letter to TMobile Customer Relations @ PO Box37380 Albuquerque, NM 87176-7380 I sent they a letter describing the problem I am having and included copies of the handwritten documentation and text messages and after one month did not receive a response. I contacted Cares about this and they said they would investigate. I received a response from them and they determined they could not help me. My next question is: When is a company NOT responsible for the actions of their employees? Shouldn't they be! This is not only what I was told, but I have the written documentation to back it.
Why did they get rid of the Chat Box???? they had too many folks complaining about getting ripped off!
I did call them, they recommended me go to the agent and talk to them. I came to agent again, and i meet other people, i told them all the story then i received all denial what they did.
Lied to as well. I called to get pricing on adding a watch to my account and Mrs. Davis said I can upgrade both lines to a 15 pro max and get ultra watch 2 for only 30 extra a month and 2 years of AAA. told her too good to be true, doesn't make sense, and that I already claimed the 1 year AAA service. She kept insisting and made her repeat it 4 times. Guess what? All a lie when I got my bill. $90 more a month and of course no free AAA since I already claimed it. I returned the watch and now looking to switch carriers. Lying all to get the commission when now she lost the commission because I cancelled the line and ruined reputation of T-Mobile for me, family and friends of mine.
T-Mobile has upgraded my account WITHOUT MY PERMISSION THEY ARE ALWAYS CHARGING ME 100 DOLLARS OVER MY WHAT BILL IS SUPPOSED TO BE AND THEY WILL NOT TELL ME WHY. SO I WENT INTO MY GOOGLE PLAY STORE AND FOUND WHY 50 DOLLARS WAS BEING CHARGE TO MY ACCOUNT AND I FIX THAT THEY REFUND MY MONEY AND GOOGLE PLAY STORE BUT I HAVE NOT SEEN THAT ON MY BILL AND I'M STILL BEING CONTINUED TO CHARGE OVER $100 MORE ON MY BILL EVERY MONTH AND I NEVER EVEN CHOSE THE HIGHEST PLAN WHICH THEY PUT ME ON TO BEGIN WITH NO NO PERMISSION WHATSOEVER AND MY PHONE KEEPS ON MESSING UP AND THEY DON'T RESPOND TO ANY OF MY THING EMAILS OR TEXT OR COMPLAINTS OR EVEN TELL ME WHY ANY OF MY CHARGES ARE BEING CHARGED THEY DON'T THEY ACT LIKE THEY DON'T EVEN KNOW SO I NEED TO KNOW HOW I CAN GET ALL MY MONEY BACK AND GO TO ANOTHER COMPANY AND THEY CAN PAY FOR IT AND THAT'S THAT. BECAUSE I KNOW THEY'LL NEVER BE ABLE TO FIND OUT OR GET PROOF OF ME SAYING THAT THEY GOT PERMISSION TO UPGRADE MY ACCOUNT WHEN THEY DIDN'T THEY'LL NEVER FIND PROOF BECAUSE I DIDN'T. SO AS FAR AS I'M CONCERNED THEY OWE ME A WHOLE LOT OF MONEY AND THEY'RE CHARGING ME EVERY SINGLE MONTH FOR A PHONE THAT THEY SAID WAS FREE MORE THAN WHAT THE PHONE IS SUPPOSED TO COST ANYWAYS OF WHAT IT WOULD BE IF I WERE TO BE CHARGED FOR IT BUT IT WAS SUPPOSED TO BE FREE AND THEY'RE STILL CHARGING ME DOUBLE IT THEY DOUBLE CHARGE MY INSURANCE TOO.
