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.
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:
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.
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 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 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.
I had a similar experience. Thought I’d share…
I upgraded an old iPhone to iPhone 14 Pro. I was lied to about the trade in and then lied to again about my case being escalated to the 'Investigation Department'. After 4 or 5 phone calls totaling more than 3 hours, I have a Form ID number. Is this even real? Or was I liked to again?
Something is seriously amiss in T-Mobile's Quality Control / Quality Assurance. I wonder if things are this bad at Verizon. I've been with T-mobile for almost 10 years now, but it may be time for a change.
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.
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.
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!
Why did they get rid of the Chat Box???? they had too many folks complaining about getting ripped off!
