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 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.
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.
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.
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.
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 was also stolen from!
Hello, fellow T-Mobile customers. I am merely writing this with the hope that someone at T-Mobile will read it and FINALLY, after SEVEN months of headaches, fix and properly bill me.
In December of 2022 I turned in my iPhone XR in exchange for the iPhone 14 and added a line because T-Mobile was running an $800 off the new phone promo. I handed my phone over to an associate in the store. Well, we are coming up on July 2023 and every month I have to waste my time fighting to have my bill corrected because every month T-Mobile does not apply the promo (bill credits.)
Every month whomever helps me promises that they have updated and fixed the error, but the next month it is the same old story. At some point I was told that they never received my trade-in, which is absurd because it was not lost in the mail or something. I handed it over in the store! So, did the associate pocket my trade-in?? I was told they would investigate and follow up with me. I never received a follow-up, and then I was incorrectly billed again.
Nobody at T-Mobile will provide a point of contact, someone who I can communicate with so that I do not have to spend an hour+ every month explaining the problem again with someone new. It is terrible service. I have been more than patient. This is ridiculous.
I would NEVER ever ever recommend T-Mobile to anyone based on this experience. I feel stuck because if I cancel my service with T-Mobile then they will say that I still owe the balance of the iPhone 14. I am happy to pay the small amount that I might actually owe at this point, but they might say I am working off the full cost of a new phone, vs the $300 that it should be because of the promo.
T-Mobile, please fix my account! Please bill me properly! At this point I feel that you have stolen my iPhone XR and are ripping me off/trying to steal more from me by not honoring the promo.
T-Mobile is a flat out scam company!!!!! The employees in the store lie about promotions and then are paid a commission for doing so and T-Mobile ignores it because they profit from this!!!!!! I was told I would get a month to month credit for 24 months that would cover the cost of my phone …… this never happened and when I called T-Mobile I was yelled at and flat out told word for word they will not honor what I was promised and they are not responsible for what I was promised. So now I am paying this phone off sorry I'm not broken T-Mobile your not trapping me and I will go back to Verizon who charged a lot more money but knows how to treat a customer. Get any other plan than T-Mobile they lie to you and tell you they are not responsible for the lies and on top of the the service stinks it's very spotty. Verizon I am sorry I tried something else I figured all phone companies had to be similar and I was wrong about that!
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.
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.
