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.
DJJohnnyBoy wrote:
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 think you are correct. This is not the right place to complain. The welcome email when I registered the account I was welcomed and asked to enjoy the community, but my purpose to register is to complain!
Complain to Nonprofits or Government Agencies
If complaining about a business on social media doesn't work out, you will probably want to report the company. Some organizations that may be able to take your complaint include:
- The Better Business Bureau. Puedes register your complaint with the BBB. It's a national nonprofit that has been around since 1912 - and really, its main goal is to make consumers feel better about patronizing businesses. So when people have complaints, historically they come to the BBB, which often acts as a mediator when trying to work things out between a complaining customer and a business that may not have measured up.
- The Federal Trade Commission. If you file a complaint, the FTC will investigate it, and it may be able to resolve the issue to your satisfaction. It probably won't be able to do anything about a rude salesperson, but if you feel you've been cheated by a business, tricked or roped into an unfair practice, that's when you contact the FTC. It recommends lodging a complaint on its sitio web.
- Consumer Financial Protection Bureau. Maybe it isn't a store you have a complaint about. If it's a banco or an auto lender, the CFPB is a good place to go. On its website, there's a "submit a complaint" link.
Was promised and have in writing via text that if I switched to T Mobile I'd get 2 iPhone 13's on them. Have it on record with 2 different reps that all I'd have to pay is state sales tax which was &135.82 for the full price of the phones. First bill was what I was quoted. 2nd bill was $50 more! Reached out to customer service and was told that the rep gave me an expired promotion but that I was only being charge 50% of the retail price. But I paid 100% in sales tax!!!! Now my husband and I are fighting about this daily as we are living on a fixed income which I made very clear to everyone I spoke to. The stress is nearly unbearable! Now I'm going to have to take my phones back to the store as well as the modem for internet. Get a new bank account number which will cost me but I'll be damned if they steal another dime from me. Find another carrier. This is an absolute nightmare! If anyone is reading this and would like to be a part of a class action respond to this message. I would feel more comfortable dealing with a loan shark than this ridiculous company!!
If you are seriously considering a class action, I would be interested.
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.😡
t moble is a horrible company since the new guy took over the company and went after the senior that believed them when we got thier 2 for 60 plan. all they had to do was just wait for each of to die. but that wasn’t quick enough for him. shame on him. what is the old saying the fish rots from the head down well t moble we senior are smeling it from our recliners. shame on you
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 😑
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'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
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 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.
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??
