Forum Discussion
Estafa
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I have closed this account post much dissatisfaction with your policies and predatory actions.
I started this nightmare in March of 2022. I received the new equipment just prior to a trip to Europe. I was not able to activate the device in a timely manner because I was detained in Europe due to testing positive for COVID. I alerted TMobile via text message on 3/15/2022. Upon my return home I received a bill for $369.32 for the account which had not been used. Initially I was mildly upset but in dealing with your "experts" I received nothing but mis-information and lengthy hold times while being directed to the next "expert" . 45 minutes into this call I gave up and offered to close the account and to return the equipment. I told by your "Expert" that I would still have to pay for the device and continue paying the monthly fee for the device. This was not an acceptable option. I was then directed to a supervisor with another 20 + minute wait. It was finally agreed that I could return the equipment and once it was received the account would be closed and ALL CHARGES removed. ticket # 2351164 Not only did you not keep your word you continue to make it impossible to resolve this issue. March 15 a mailing label was e-mailed to me. March 16th T. Mobile sent my account to collections. On March 20th the returned equipment was received by TMobile. On April 24 I received a collections letter from Convergent attempting to collect my debt of $369.32. I called Convergent and disputed the charge. Yesterday 4/27 I made 3 calls to your "experts" and was told they could do nothing since I do no have a pin or password. ( I doubt I set up a pin or password for an account I never used). I was directed to go to a T Mobile store and an associate there could help me. The associate stated they could do nothing to help and that essentially your "Experts" had lied to me. I then called for a 4th time, spoke with a manager who was not much more useful after being on hold for approximately an hour and 40 minutes. I am calling again this morning, I was hung up on once already and this second call which I am already 18 minutes into has not been to resolve this issue. I run a million dollar business and I can access any account current or closed. What type of business is not able to do this ? - one that just wants to exploit people to make money since their service is so terrible they cant make money that way? I simply want an assurance that this charge for $369.32 will be removed from my closed account. I should not have to travel to T Mobile stores to do the job that your "experts" cannot do themselves but should be able to . I feel this is a lot of subterfuge in an attempt to gain money from myself.
Did you ever get this resolved? I have a similar issue! I cancelled. They told me I'd have til the middle of the NEXT month to use internet. The 1st day of the next month rolls around and guess who no longer has internet? Me! I work from home so that's a problem and cost me money. Oh and I did have an online account set up where I could view my bills and make payments. They locked me out of this!! I called trying to get it figured out and they said they couldn't help me without my pin. I told them I didn't have a pin. They said there is nothing they could do to help. Which is a lie because a few weeks prior when I cancelled I had email proof that someone was able to reset my pin via email to verify my identity. But I was never given the option to create a new pin. Anyway, I told them I JUST wanted to have access to my prior pin and I wanted all voice and message correspondences between myself and T-Mobile. I never got either. They then sent me and invoice (not a bill, no proof of services) and it wasn't even sent to where I live. It was sent to my moms which is the billing address on my card on file with them (I guess ?). But once again, I did not pay it due to there being no proof of what I am paying for. So now I get the collections bill from convergent but it was again sent to my moms and I did not receive it timely. I tried paying online but there is no account associated with the reference # mixed with my ssn OR zip code (does T-Mobile even know my zip code bc they can't even send me mail to where I live). I am glad I am not the only one dealing with this nightmare of a company that's committing fraud!
As long as your number is active, whether you are using the service or not. You will still get billed each month for that service. Not using the service doesn't mean you won't be billed for it because T-Mobile is still providing the service of maintaining your number, voicemail, and your active plan. The window to return devices is 15 days of purchase. Beyond that window, a device is not returnable 99.9% of the time.
