Overcharged During Travel

I went on a cruise last November and I was overcharged $605 even though I called to make sure that we could use the internet. 

1. On 11/28/21 (before the ship sailed), I called T-mobile to see if they had any packages for cruises and international calling for Mexico and the Bahamas. The customer service representative said yes, it will be $35 for 3 lines for 10 days, and it needed to be paid instantly so we paid $105 total.

2. When the ship was at sea, we had no signal or internet. When we landed in the Bahamas, we called T-mobile and they told us that they had made a mistake and that T-mobile doesn't directly deal with Royal Caribbean: The Oddysey. She offered to take off $50 for their mistake and said that we could still use the internet when the boat landed. Because of that, we had to pay an extra $26 extra for each day on the cruise. 

3. When we came home, we got a bill from T-mobile for a $605 service charge because we didn't turn our phones on airplane mode when the boat was at sea. We already paid extra for the cruise and paid extra for T-mobile for internet that wasn't even available. The customer service representative didn't tell us to turn on airplane mode on our phones while we were on land so we didn't know it could incur charges. 

4. We have called T-mobile every week since we got back and every time, customer service lets us know that they will give the $605 credit back to us and we should receive the credit card refund within a week but each time we wait, nothing happens. 

5. Last week, we had contact with a supervisor named Jim. He said that he would not do anything about that because it is "our problem" and that they could only credit us back for a total of $105. He also said, "Go to court, I don't care." We also got a note today that we have to take care of the bill or they will charge us $20 a day for each line by tomorrow 2/8/22.

6. My family and I have been with T-mobile for over 10 years and we travel often. In order to not be charged extra for the bill, we always buy the international package but we did not expect to be turned away like this when we asked for T-mobile's help even though we have been loyal to them for over a decade. We are reconsidering switching over to another company because of the way we have been treated.