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.
I come to T mobile in Renton to upgrade my service plan from essential to Magenta and add 1 more line for my son kid watch. As an agent advise , i need to pay $150 for 5 line in Magenta plan, i sweared i asked him 3 times and i had confirmed for $150 monthly payment for that plan. After i received the bill , it cost first month $220 and $170 for monthly after that. I brought the bill to that T mobile store again for asking, and they said it impossible and they can't do $150. I said if you can't do that , so i would like to return everything back to normal and i would like to return the watch too. They said they can switch back but the charge will be higher and they can't take back the watch because only 14 days for return. I really upset and angry , look like i just got scam by a big company.
phivu79 wrote:
I come to T mobile in Renton to upgrade my service plan from essential to Magenta and add 1 more line for my son kid watch. As an agent advise , i need to pay $150 for 5 line in Magenta plan, i sweared i asked him 3 times and i had confirmed for $150 monthly payment for that plan. After i received the bill , it cost first month $220 and $170 for monthly after that. I brought the bill to that T mobile store again for asking, and they said it impossible and they can't do $150. I said if you can't do that , so i would like to return everything back to normal and i would like to return the watch too. They said they can switch back but the charge will be higher and they can't take back the watch because only 14 days for return. I really upset and angry , look like i just got scam by a big company.
If your five lines includes the smart watch service then your monthly fee should be:
- 4 lines of Magenta - $140
- 1 Line Smart Device - $10
Total should be $150 as you were quoted. This price is right off their current pricing as of today.
However, the $170 you were billed would indicate you have 6 lines (5 Magenta at $160 plus 1 Smart Device $10).
Your first bill after changing a plan will always be higher than quoted because it includes the pro-rated fee from when you switched plus the full fee in the next billing cycle.
I have 4 lines for phone and 1 line for kid watch only. I know T mobile scam me. This is not the first time, 5 years ago it happened to me once. That why i asked agent confirm to me 3 times.
phivu79 wrote:
I have 4 line and 1 line for kid watch only
Are you also enrolled in Auto Pay? If not that is a $5 per line fee. That could also explain the extra $20.
Cali Cat wrote:
phivu79 wrote:
I have 4 line and 1 line for kid watch only
Are you also enrolled in Auto Pay? If not that is a $5 per line fee. That could also explain the extra $20.
Yes , i do
phivu79 wrote:
Cali Cat wrote:
phivu79 wrote:
I have 4 line and 1 line for kid watch only
Are you also enrolled in Auto Pay? If not that is a $5 per line fee. That could also explain the extra $20.
Yes , i do
I would definitely call TMO customer support. The $150 price is their standard price right off the website - $140 for 4 Magenta lines and $10 for smart device.
I just can't believe how on earth this company is getting away with stealing money!
I was quoted over chat 166 dollars a month for two new phones, and home internet. This after I had double-checked with the person over and over (all documented over chat). The first transaction was correct. Then they started billing me 196 dollars.
after talking to customer service they say I will have to pay off the phones if i want cancel now! Excuse me? This is your fault how on earth should i be paying for it?
The representative couldn't get their supervisor on the phone and they took down the complaint and said that they don't have a complaint number for my record (I couldn't believe my ears). then they gave me an address and a fax number to complain by sending a fax or letter. What century are we living in?
I am seeing that I am not the only one who is being scammed. So if you see this message, let me know, I am down to take T-Mobile to court, this is clearly a pattern and they shouldn't be fooling people.
