How Can T-mobile get away with Stealing & NEVER resolve issues, only promising to have a Supervisor Call back but Never Do?
Wow! T-mobile is a bunch of thieves! It seems they are known to make deals in store and sell promotional offers that never seem to translate to your bill. Then they claim those offers never existed & meanwhile you are out your equipment you previously traded & now have lost the unlimited phone plans you had been grandfathered in using for previous 7 years. Only to be unable to get any manager on the phone to return your call as promised by the reps you have repeatedly wasted HOURS with on the phone! Run don't walk - RUN away from such unethical practices! I am no reading many similar stories here online exactly asit happened to me AFTER I've been with the T-mobile company for 7 years + already. My account was on a set-it and forget it but we went in to purchasenew phones at Christmas. Instead of simply allowing us to buy 2 phones billed full price at $33 each per mo(to increase our bill $66 each month total) - wewere up sold a whirlwind of complicated promo dealsbased on sales promotions pressured by the store sales reps. These new promosrequired adding a new line, trading in a iPhone XR, and upgrading to the Magenta MAX to receive a BOGO phone offer & receive aSamsung Galaxy phone discount (that we weren't even really interested in along with promotional earbuds that we knew we would never use) but we were told that this was a no brainer, since tiding their special promos,our bill will increase only $53 instead of $66 as we intended but with the promos. Claimingnow we would not only get the 2 phones, we'd get an extra phone and extra earbudsfor even LESS than the $66 we were willing to pay full price for,after thecredits were appliedon the account monthly. At checkout in the store, notonly were no earbuds insideour bag, we were charged for them on our first bill which had no promo credits and had increased $160 per month to $325. It doubled. This new bill drastically increased and wasover $100 more than agreed,plusthey turned off our Netflix & our HotSpotstopped working in this "plan upgrade!" Unfortunately I was hospitalized with Covid immediately after Christmas and the overage billing went on for months while I was unavailable to reach out and it continued to be auto-draftedfrom our bank just as it had on our account for 7 years, never once being late. After months of overcharges myhusband tried to call on my behalf while I was still on a ventilator knowing the company wascharging more than we were promised and we received far less than promised. They would not give him access to the account to discuss. After 5 months I was well enough to tend to this matter on my own & inquired why I was being over charged for both all new iPhones with no promotion credit being applied and why I was being charged for the two earbuds that were not received & my plan was increased for no benefit & I've now paid $500+ in overpayments! it took repeated phone calls but in June a rep was kind enough to walk through the entire mess and wasaware that errors were made & promised a called back from a supervisor. One did call me backand claimed they will take care of the errors and we itemized the over charges but promised another call back 24-48 hours to determine the exact amount of the credit. I never received that call back and instead of receiving the near $600 in overpay credits, I was yet againauto-deducted for the erroneous overcharges of$325 month charge AGAIN the next month, now a total of $700 of overpayments. Once again this2 hour phone calls wastefully took all my energy for zero delivery on promises. It was ultimately a literal waste of my breath as I meanwhile still fight through physical therapy after months living on a ventilator machine. Isimply want to stop wasting my time calling T-mobile for empty promises. I called the next month again & reached another rep in July 2022 who escalated to a supervisor who called back after 24-48 hours only to advise me 7 months later that I am not eligible for any of the promotions promised. That supervisor told me those promotions didn't even exist! Which I know is untrue because I looked them up online inside the T-mobile store at Christmas time to ensure I was not being made empty promises. These were real promotions that really existed on the website and we really complied with all the details to be eligible. I asked why I would have given them an iPhone XR then, and changed my plan from an $160 phone plan (already an unlimited plan) up to a $230 per mophone plan only to receive ZERO phone promotions?This holds no logic. Apparently they think I just gave them a iPhone device for no reason & willy-nillyincreased my plan just to also pay full price for both iPhones and pay full price for ebuds I never even received. Then was told I would have really needed to add TWOlines to be eligible for the free BOGO iPhone. Why in the world would I do that? I already haveone line sitting on our account that is complete unused with ZERO DATA or zero activity used each month. This is a completely unneeded line that is so unused I don't even know it's phone number &have repeatedly desired to have it turned off. Yet these reps think I wouldagree to paying $50 per month per line x 2 toadd 2 lines on our acct that we don't use? Sure let's add $100 wastefully onto the account per monthwhen I could have simply bought both phones outright at full price for $33 each per month? This makes no sense. And apparently I threw in giving them an phone XR to boot, just for fun? C'mon. Finally understanding that nobody would agree to this and it's very obvious that I was promised something different, I was adamant to speak to a supervisor that could review the previous calls to complete the promises previously made or to find my check-out paperwork that would summarize the promotions and plans that I agreed to in the store. I was promised a call back in 24-48 hours from a supervisor and still have heard nothing back. They get away with empty promises & you can not even reach these representatives back after they fail to deliver their solutions as promised since all they do is message you their contact infoname "EsmileDwayneE" by text after each call, claiming you can reach them back butyou absolutely can never reach them back & they also do not call you back as promised - so instead nothing gets resolved and you continue paying indefinitely a wrong overcharge amount on auto-pay. Until of course, you finally remove your account from auto-pay just as I finally had to do - in order to stop their license to steal. With T-mobile having access to draft my account on auto-pay and their ability to charge any amount they desire without upholding the promotions they promise and adding new lines that are unused, stealing old devices without any credits, and adjusting to more expensive plans - they have taken upwards of $700 too much from my account and will not follow through to rectify. My only recourse was to remove their access to auto-payand now immediately a text comes through that my "bill has now increased an additional $25" since my $25 bill credit I've received for thefor past 7 years,will no longer apply without auto-pay.
Auto Pay Arrangement
Since switching to T-Mobile, I enrolled in Auto Pay to take advantage of the promotion associated with my chosen plan. Recently, I updated my debit card information in the T-Mobile app after receiving a new card. My payment due date is the 27th of each month, with Auto Pay scheduled to deduct on the 25th. However, I noticed that my payment had not been deducted as expected, so I called 611 last night. After waiting for over an hour and dialing 611 multiple times, I eventually used the app's chat feature to request a callback. When the agent contacted me, I was informed that there was no Auto Pay arrangement on my account, despite having set it up when I first switched to T-Mobile. To avoid further stress, I asked the agent to set up Auto Pay again. My due date was the next day, the 27th. Today, I checked my account only to find a message stating that my payment was overdue, despite the agent having supposedly set up Auto Pay the previous night. Frustrated by the inability to speak directly with an agent through 611, I used the chat feature again and received another call. Once more, I was told that I didn't have an Auto Pay arrangement, which was both infuriating and stressful. To resolve the issue quickly, I ended up paying manually and instructed them once again to set up Auto Pay. This has been an extremely frustrating experience, highlighting significant issues in your system and processes.
Deleting my TMobile Money Debit Card? Phone # i register with changed.
I ordered my debit T Mobile Money card months and months ago bc of some AD saying how if I did so I would get 5$off my Metro by T-Mobile monthly bill if I paid with it… Well like I saod this was over 6months ago. I just don't need t anymore and want to delete the whole thing but cant get into my account because my phone number the one i registered w was stolen. What Now?
Switch and Save - Debit Card
Recently switched from Verizon to Tmobile. 5 total lines. We are waiting for the validation side of the Keep and Switch program. My question is - will the virtual pre-paid card only be used to pay back Verizon? or can I use it anywhere? so for example - Verizon charges me for the devices, they take the funds out of my account, I use the pre-paid Mastercards anywhere I like. Or do I have to use the prepaid card and contact Verizon to pay?
unable to add credit/debit card or set up auto pay
Soy un cliente prepagado. After the new My T-Mobile experience update I was instructed to re-enable auto pay. When attempting to do soon line I could notadd cred/debit card nor activate auto pay. Got this message "We are unable to process this payment transaction. Please visit a Retail Store to complete this transaction" Went to two retail stores, neither had seen this before andcouldn't fix the problem while I was in store.I had to pay with cash to continue service. An engineering service ticket was submitted and I was to receive a call back the next day, two days latter no call back. Sprint sucked and apparently nowT-Mobile sucks after they merged.After more than a decade of trouble free service this failure may end my use of T-Mobile. Has anyone else had to deal with this failure and if so hasit been resolved for you…?