Forum Discussion
How to escalate a complaint
I received a text from T-mobile. They said I could buy 2 I phones get $700 off one, and receive a free line. I called T-mobile, they checked my account and said yes you definitely qualify. I then went into a chat session and asked again and they again said yes I qualify(I have the print out) So I went into the Store, I again, in front of 2 other live witnesses , asked them to check and see that this promotion was available to my plan before purchasing the 2 I phones. Again, they called spoke to another manager and yes they said all was good. So we purchased the I phones, received the new sim card for the new line and everything was fine. Until I got my bill, T-mobile was charging me $10 for the new line plus the other fees( fees which I already knew I would have to pay. I am not opposing those fees. )
So I chatted with T-Mobile, the rep agreed (I have it from the chat printout) I should not be charged, he took the fee off and said that all was good.
Low and behold next month the $10 charge was again on my bill. I again called up another rep Christopher. He said yes I see the problem. He again removed the $10 charge and said that it was taken care of……Nope, next month the same thing I talked to another girl Crystal, she again agreed that I had did everything correct and there was just a delay in the billing. She took the $10 fee off and she begged me and I mean begged me to say that the problem was solved. I refused and told her until I see that the charge is not on my monthly statement I would not say the problem was resolved. She reluctantly said ok.
Guess what the next month the $10 charge was their again!!!!! So I went into the T-Mobile store and at first they said they would take care of it then they started saying no this was only for some other promotion???? What??? I confirmed several times, printed from chats and if I wasn't eligible why would they all have said I was and agreed to take off the charges???
So the manager at the store, Said he agreed and would look into it. I sent him all the chats, the copy of the texts, everything. This guy tells me later that the girl that he was working with to get it resolved was let go and there was nothing he could do??? WHAT? Was there only one individual in the company that could take care of this????
To me this is clearly a bait and switch scheme that T-Mobile is trying to pull off. Much like their "oh if we merge with Sprint we will create jobs" but now we know that T-Mobile is laying off 5000 employees.
So I need to know how to escalate this and if anyone else out there experienced something similar so I can present it to the attorney general and the fcc.
contact TMO through either Facebook or Twitter..this will start you with tier 2 support over the call in tier 1 support agents.
I would give zero stars if possible. Customer with att for 20 years switching to T-Mobile was worst mistake ever. Sales lady over phone gave broken promises. Porting numbers in over the phone was an absolute joke. The incompetency of these employees is ridiculous. Was made to go into store twice where the in store people despise the tele sales. Made to go back to store a 2nd time the lady on phone told me they needed to send some verification pin to the lady in the store. The lady in the store had no idea what they were talking about. Horrible customer service since they're not on same page. They screwed up importing my numbers put my number to my brothers cell phone. Spent 6 hours with no phone and another 2 and half hours trying to port in the same numbers for my tablet and watch. Was supposed to import old numbers for tablet and watch to receive rebates and they screwed that up as well. Was conned into buying new phone because they didn't check if my phone was unlocked yet before they ported it.. All I received was $50 off on my first bill. I spent 2 hours getting bounced back and forth from the rebate team to customer care where literally nobody will let you speak with a supervisor. I'm sure all these rebates will never come in either after reading all these reviews and I'll be spending countless more hours not getting anywhere I need to inquire about filing a dispute and dropping them asap. BEWARE DO NOT SWITCH FROM ATT! These are scam artists. WORST purchasing experience of my entire life.
I am very disappointed in T-mobile, I been with the company for over 16 plus years. I do believe this is a scam as well. I paid a 750 bill twice and my bill was suppose to be 195 a month for 2 phones, and with explanation as to why, and have talked to multiple sales representatives. I call to get this corrected several times and none of the representatives seem to keep any notes on from the past calls as they clear state while on the call. I definitely going to with another company and reporting this scam company to the better business bureau and my local news station. If this isn't resolved soon here.
Kb2vzj wrote:
Thought I was taking advantage of T-Mobile's s24 on us upgrade promotion but instead they are charging me full price for the phones. I returned the old phones for full credit as per the store and they show receipt of them but they have not given me one penny in credit for the old phones. They also forced me to upgrade my plan in order to take advantage of this wonderful promotion.
They keep promising me that they will have it fixed and give me all my overpayment credits back but after months they have not given me one dime back nor have they fixed the monthly bill but have increased it each month.
Seems like a giant scamUpdate, the store manager has been trying to help me get this rectified. It seems like things may be going in a positive direction but not sure yet. I still got an overcharge bill but it is less than it was the previous month. So there is hope
I am facing the same issue. Bought 1 line with trade in device. When I order the everything on phone. They never applied the discount code for trade in. I didn't sent trade in device to to mobile. Now here is what's happening… after 6months of billing cycles they are not giving discount on trade in device and charging me full amount of the new device and the device I mailed them took me 3 months to follow up for them to acknowledge that they received the. Teléfono
hand a chat with supervisor today and they bluntly told me they cannot return the trade in device and they are not able to apply trade in discount. Last 5 months they have been applying trade in discount manually and now they are saying they never applied the trade in promotion when I ordered new line. It's been 6 months now and they say they don't have any retention team. Feel cheated big time.
is there a consumer court that I can go to for this??
i am very upset with tmobile. I feel like the customer service representatives just want to demand you upgrade or purchase a new product. they really don't appreciate the customers. i was told that i will receive a upgrade as long as i upgraded my plan, turn in my current iPhone & pay a $50 down payment i will receive the 15 pro max but that was totally false when i went inside the tmobile store.. they're telling me i have to put down $500 which is not what I was told & when i spoke with customer service that day i advice them to change my plan back to the original since i was not upgrading but the next month came & i was still under the same plan & my bill increase to $300. I find that insane when im the only one on my plan & my phone is paid off.
After years with Verizon I finally decided to move to another carrier. T-Mobile was a BAD idea and now I am screwed out of $134!
We transferred 5 phones and two watches. Apparently they signed me up for a "promo" during the importing of my lines which for each wearable they "gave" me an "extra" line. Lines that I have been paying for since we moved over last Nov. This totals to $217 and they offer me three months pay and when I asked the support person why only three months and she asked me if I check my bills and why I didn't see this sooner like it is my fault for trusting tmobile and for them and as if I should have expected them to abuse that trust and steal from me! THIS IS MY FAULT! We were just transferring like for like I NEVER asked for two "extra" lines that I never even used or asked for!! And this is why I will not be staying with tmoble
Nov. 29 $38.00 $14.00 Dic. $20.00 $7.50 Ene. $20.00 $7.50 Feb. $20.00 $7.50 Marzo $20.00 $7.50 Abril $20.00 $7.50 Mayo $20.00 $7.50 $217.00 3 months = $82.5
diff $134.5 I'm going through the same thing right now. I was offered a new phone for "free" Netflix & Apple TV "on us " as they said. $5 discount for auto pay. $18 insider discount to offset the $18 insurance. Total was $95 before discounts & $72 after! I reviewed my first bill $172. After calling they upped my bill to $92 & offered no resolution. Think I'm going back to Verizon
Idk if this is your real official account for t mobile , but you guys suck so bad !!!!!!! First of all you have a 💩 service and I wasn't getting any calls or I wasn't able to even check my email cuz I had no service at my apartment!!! I called and you guys sent me these 💩 cell spots that did nothing !!! When I would call you guys , you would tell me that my account is being deprioritized 🤬🤬🥵🥵🥵😡😡😡 like wtf does that even mean ????? Now that I'm trying to return these 💩 items back I had to be on the phone for over 2 hrs before someone picked up and transfer to tech support who told me to go to the store and drop it off and I come to the Edmond location and after standing here for ever , one manager or someone finally comes to help and she says your system is down and they can't return it in the store and I have to take to the ups and return it myself 🤬🤯🤯🤯🤬🤯😳 like wtf how hard is it for you guys to do one job right ???? 💩 phone company 💩 customer service 💩 service !!! Pppl plz stay away from them !!! I can't wait to change my carriers soon
I honestly think this is the official complaint forum that T-Mobile probably won't ever read 😂. I don't even know what to do at this point . I had ok service for the first 30 days & finally on the 32nd day I got my bill & it was $100 more than promised . After 4 phone calls & 8 different reps I was able to resolve my issue. It wasn't until the 30 day return policy was up that they started with the BS but hope all works out for those stuck for the next 23 months 😑
I called back in May to inquire about taking someone off my plan just an inquire why they changed my plan and I just got a bill for 316.00. So, of course I called and I was told I agreed to a new plan why would I do that when I'm trying to take someone off my plan to lower my rate. I had her to change it back but I can't even get a credit midterm because my billing cycle is not until the 20th, but if I bought a new phone you would adjust my billing. SOMEONE PLEASE MAKE IT MAKE SENSE 24 YEARS WITH TMOBILE THANKS FOR BEING SO LOYAL TO YOUR CUSTOMERS.😡
