T-Mobile Business rep without knowledge caused customer switch
Since T-Mobile doesn't have Customer Relations email or way to connect with them, I am posting my story here. I have been with T-Mobile 17 years, starting with one line and go into multi-line family plan. Recently, I have decided to switch Business plan and add 2 more lines. T-Mobile doesn't have ability to setup plan online if using company tax id, I had to go through Sales Rep. After talking to rep, I expressed my desire to get a 5 line Business plan, but transfer 3 phone numbers from my current personal plan. I also said that I am looking for a specific offer online ($36/line for 5 lines). Rep explained course of actions as setting up business account with one line and transferring over rest of lines once account is activated. Getting SIM card and activating account took less than 24 hours and next day I called Experts (as suggested by Rep) to do the rest of the process. I have repeated my intentions and even walked Expert through T-Mobile Business website to confirm the prices. It took about 45 minutes on the phone to get lines moved over. When everything was set and done, I went to check and to my surprise I have been setup for $150 2 line business unlimited plan + additional $35/line for other 3 lines. I called back and after explaining and holding for 30 minutes received "We can't give you advertised plan". I asked to speak to a supervisor, but supervisor wasn't willing to help. After that I tried another 5 times, but keep getting Central America representatives which were reluctant to help and understand. So at the end I went from having good Personal plan to very horrible business plan. I contacted my rep about it and his response was basically "Unfortunately, the $36 per line price is with a new line promotion. The one line you added would qualify for the discount, but the 4 you are migrating over will not qualify." He (Garrit Enoch) knew I was looking for $36/line plan, but instead of suggesting getting plan with 5 lines right away and requesting phone number transfer he suggested line move. Because ignorant T-Mobile rep like that, I will be switching to another provider as I don't see the point of paying over what other major providers cost and allow T-Mobile mis-advertise their offers in order to lock customers into more expensive plans.cancelled my plan but i want to pay off my phone
Hi, im no longer living in America, so I canceled my plan service. But I still have to pay off my phone that I bought with you guys. The problem is I can't log in on the app anymore because I canceled my plan, and I can't call customer service because I don't have a cellphone plan. I have the new iPhone 14 and they don't have SIM card holders anymore, it's all online. So how can I pay this phone and my bill if I can't log in on my account or call T-Mobile?My New I-phone 14 has never arrived / Very Disappointing Customer Service....
I have been a T-Mobile customer for a long time. I have ordered a new Iphone14 with next day shipping. I got an email last Wednesday sayingthat my phone will arrive before 7pm but it has never arrived. I checked the tracking number, and it shows that the phone arrived at the UPS facility in Jersey but is not moving anymore. I called UPS, they told me that they cannot locate the phone and we have to open a claim, but they told me that they have a special agreement with T-Mobile, so T-Mobile has to open the investigation, not me. I called T-Mobile and after 45min talking with the representative told me that he opened an investigation, and they will let me know. Since then, I haven't heard from anyone and the phone still is not moving, I called UPS and they told me that T-Mobile has never opened a claim!!!! (Even though I am tired typing this experience!!!) I called T-Mobile and the representative told me that she will fix the issue, after waiting on the line for 30min, she told me she called UPS, and they cannot locate my phone!?! I was like I already told you this story, tell me something I don't know or how you are going to fix it. She told me that they shipped the phone, but UPS lost it. I am sorry but I don't care who lost it, Iam a customer and paying more than 1K for a phone plus contract, and I don't have the phone on my hand that I purchased from T-Mobile. it's T-Mobile's responsibility to deliver my phone. If T-Mobile is not happy with UPS, then don't do business with them. I am sick and tired of T-Mobile. I called multiple times UPS and T-Mobile, got frustrated, always on the line almost an hour, and at the end there is no solution. Only I hear "I am so sorry for the convince", why don't you try to fix the issue instead? If I were you guys, I could send a new phone right away with overnight shipping instead of making me wait so long, calling UPS and T-Mobilealmost daily, waiting online an hour with no solution…. I canceled my order and am going to close my account with T-Mobile. Very disappointing customer service if there is one. I don't want to hear from T-Mobile again. Good luck with your business.
Billing issue after porting
Hi folks, I ported my two phone lines out of T-Mobile aroundApril 23 (This was due to one of them having a busted Caller ID where everyone I call, including family, would see the number as having a blocked Caller ID, this was never fixed after repeated calls and attempts over months) After porting, I received what I assumed was a final bill of negative$91.18 around May 11 (T-Mobile says they don't pro-rate cancellations, but for some reason they did here) because of course T-Mobile bills for the following month, so I already paid for service ahead of time between April 12 and May 11 Then I get a direct debit attempt on my bank account for $178.19, for what, I don't know, because I just got a bill for negative $91.18, meaning T-Mobile would owe me a check; seems like a mistake to me, so I reject the debit attempt, presumably this was for the billing cycle beginning May 12, and I didn't have any active service I should be paying for Today, June 21, I get a collections notice and a bill in the mail for $119.01, which is $178.19, minus $91.18, plus a $25 returned payment fee, and a $7 late fee I call T-Mobile to explain all this, I'm told that the $178.19 was because I didn't cancel my watch lines (!!) I explained that watch lines do not work without a parent phone line, and my watches lost their data plans on April 23 when I ported my numbers out I asked the customer support agent if she saw any usage on the watches at all, she said there was none, not even one kilobyte of data, no calls, nothing I asked what the watch lines cost, I was told they were $10 a month So, I asked how exactly I was being charged $178.19 from May 12 forward when I didn't have any voice lines, and no usage or functionality on watch lines, and the only answer I received was that I failed to cancel the watch lines when I ported out my voice lines, despite the fact that they appeared as canceled on my watches On my current bill my plans show up as $0, equipment $0, services $0, but that the price of my connected devices increased by $2 a month So, why is T-Mobile insisting that I owe them $119.01? The customer service agent asked me, "what are you willing to pay?" And I said zero because I haven't yet heard of anything that makes sense from her, and I didn't use any service with T-Mobile after April 23. Even if they wanted to charge me for two watches, that's somewhere between $10 and $25 per line, so, $20 to $50? They refused to wipe out the bill, but "cancelled" my service finally so I wouldn't be billed more.
Activating old Prepaid account
I got my Prepaid account in June 2022 but because I'm not from US I had to go back to my home country where we don't have T-mobile. Today I got an email saying that my account is cancelled. I love the phone number that I got and it will be easy for me when I go back to use the same one for friends and family calls. Do you know if I will be able to keep it and try to activate it while I still have time or will they automatically give me new one when I go back? Thank you all in advance for the answers! :)
Cobros
Hello everyone, I have a debt in collections with T-Mobile since I started flight school. I called T-Mobile, and they gave me the first agency that had the debt. The original company sent it off to a third party, and I'm honestly having difficulty finding this "second company" to settle it. I called T-Mobile to see if I could settle the debt directly with them, but I don't remember the pin to my account. I do however remember my old number and the security questions to my account. If anyone has any advice or suggestions please let me know. I truly need to get this matter handled.
Charge for hulu after cancelling plan?
I moved my phone number to another carrier in December, then I received a final bill in January (covering the period of Dec 9 - Jan 8). The final bill was for $7.80, with $3 of that being for my plan and $4.79 being for Hulu (+taxes). The bill said the increase for Hulu was $4.79, so it's not a charge I was paying before. Does anyone know why I got charged for Hulu after cancelling, when I was never charged for it before?
