Getting over charged by T-Mobile... and not getting any help!
Super frustrated….. went with my mom to upgrade our phones months ago and we went with the Go5G 55+ plan plus home internet and two new phones. Told we would be paying $144. Three whole billing cycles later and we are still paying $20 more than we should be. And T-Mobile has been charging us randomly outside of our billing due date. Went to a T-Mobile store and even they didn't know what was going on. It's incredibly frustrating because we switched to all of this in order to save money and now we are paying more. And no one can give us any answers.
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 $25 bill credit I've received for thefor past 7 years,will no longer apply without auto-pay.
GETTING OVER CHARGED AND NO HELP!!!!
I recently checked my account and found out I've been paying for "lease" option on a phone I own so I called customer service and explained and they agreed it's a mistake and put me on hold, after 15 minutes she came back and said because I haven't been looking at my bills theyre only going to refund 2 months back and wont be able to do anything else. I found it ridicules and asked for a manager, I waited 1 hour and 32 minutes until they hung up the phone. The rep basically told me they wont do anything and their manager wont do anything else too. This is absolutely ridicules and the fact that no manager was available to talk to me made me more upset. They made me wait 1 hour and 30 minutes to just hang up on me. T Mobile you suck and I will continue talk about how terrible you guys treated me. Switching to AT&T ASAP.
home internet line getting added without requesting for it
When we added new accounts to my line 2 years ago, T-Mobile added home internet line for 30$. When asked they said it was an accident and they will remove it. I trusted them they would remove it. Since it was on autopay I did not check. Now that I identified that home internet line is still there for 2 years I called them and asked about it. They are now saying it's too long and we can only refund for 2 months. And more frustrating part is they sent me a email to return the device which we never got for a service which we never asked for and never used. the rep was saying it was my responsibility to check the bill and notify them of any discrepancies. as a customer am I responsible to check their work. How can this even be ethical. Looks like I am not the only one this is happening with. Does anyone on T-Mobile management even know this. Are they doing it in on purpose to meet their numbers for commission?
Even if its their fault you owe them $$
Since there is no way to leave a review for their terrible customer service I'll just have to tell my experience on here. This does not concern T-Mobile stores, they are great there!!! This is solely about the customer service line that I'm forced to call cause the store can't do everything. Every month it is a different issue, every month I'm having to pay extra. First I went to the store to upgrade phones the rep let us know we've been overpaying for the past 6/7 months he fixes it so the line is now correct but since I didn't notice and THOUGHT my account was correct because I believed T-Mobile customer service employees knew how to do their job it's my fault for not reporting it and was only refunded a smidgen of what I actually overpaid. My bad for trusting the company trained their employees right. Then my bill comes out like normal yet I have a late fee because they chose to only to take a certain amount and not the entire thing the month before- this may have been a glitch in their system but the glitch is my fault because regardless I still have to pay the late fee because that makes sense. The lady tells me my next bill will 270 on the app it showed 292 I call AGAIN, asking why she said that and why my app is showing different. WELL you know how it was my fault the system glitched I have a late fee on my next bill for $7. These people can't even do math, 270+7 somehow equals 290. I tell the girl that doesn't make sense she says well don't forget about taxes. But then your bills after are 270… tell me how anything they say actually makes sense or has logic??!? If anyone knows of a carrier that has actual good customer service please let me know I would love to not have to deal with T-Mobile anymoreThe Elusive Veteran Status
Sooo I've been with T-Mobile since 2008. Initially I was on my ex husbands plan but got my own once we divorced in 2014. I'm a veteran. I've either been IN the military or a veteran since starting service with T-Mobile. My drivers license that is scanned each and every time I walk into the T-Mobile store has VETERAN printed on it. Always has. I noticed last week that I was on Magenta Max not Magenta Max Military. I called to get this taken care of. No one can figure out why I wasn't put on it initially. At first someone said I needed to verify my status. This didn't make sense to me because some other person told me that I was previously on a military plan. At first they tried to tell me I needed to verify a status that literally NEVER changes. Then someone else said I don't have to re verify my veteran status. Then another person said I have to verify this yearly….. which is it? Why was I taken off a military plan? No one can tell me why. I've been charged an extra 73 dollars a month for a regular plan for 19 months. This is almost 1400 dollars. Last week I was told that someone would call me within 72 hours. They did not. I even gave them an extra 24. I had to call T-Mobile. this time I'm being told they can't find where I was on a military plan because they can only go back 18 months. Well that's convenient. This happened at 19 months. At first I was offered 1 month 70 credit. That's all they could do. Then I spoke to someone different and it was 2 months…. Then someone different and it was three months. No one has the same access. Whether it's the new hire or the supervisor no one can see everything in order to verify anything. Every answer I've been given is different from the last. tonight I spoke to the world's worst supervisor, her name is Toni T. She basically told me that it's all my fault for not looking at my bill more closely…. I asked her how she would feel in my situation and what she would want in order to feel like she wasn't being scammed. She literally told me she would NEVER be in my situation because she looks at her bills. Wow…. Great customer service T-Mobile!!!! Way to keep people with this cellphone carrier!!! i asked for her supervisor, she doesn't seem to have one. I asked who signed her paychecks, no answer. I asked to be transferred and she refused. I'm truly disgusted with the way I was treated and I intend on going to their biggest competitor right after I scream my horrible experience from the rooftops of every social media platform I have access to. I may even dedicate an episode of my podcast to this experience. People need to know that T-Mobile does not care. They do not accept fault. They have no idea what's going on and they have some of the absolute worst people in high positions that have zero empathy for their customers and are clearly in a power trip. This woman said they would do NOTHING about this while three separate employees NOT at supervisor level offered to at LEAST give credit for 1 2 and 3 months because they know T-Mobile is in the wrong. This was literally the ONLY bill I thought I could trust not to screw me…… clearly I was wrong. Oh, if you happen to get transferred to a supervisor and it's Toni T….. just know you're about to be disrespected, she doesn't give a single f$&@ and she's on a power trip. She needs to be leveled out FAST.being overcharged on a 24 month payoff plan?
Has anyone else been charged more than 24 months on a 24 month payoff plan? I am now being charged several months past the 24 months and still have a balance! As you can see below I am paying installment 27 of 24 this month. Something seems very odd. Handset iPhone 13 Pro Installment 27 of 24 - Balance: $146.57
coutomer service is terrible where is MY Region
the fact that the team that you all have in the Philippines have a communication barrier that it's so hard to talk to them and we get frustrated and they tell us about there whole life of living poor and have to pay for all there family members wife in-laws and it’s so hard for themand it's a poor country that's why T-Mobile is there also a supervisor has or had control over my phone and would turn it off every time at 2:00 like shut it down and I have there names there real names they gave me fake names also promised me free phones and are over charging me why why are they doing this I can't connect to anybody in the USA even tho I live in California it's upsetting I’m also disabled that I need this phone to get ahold of my nurses asap and I’m also so scared of my phone being with T-Mobile for 12 years I have never felt so scared and so afraid and frustrated in my life what do I do T-Mobile contact me asap please or please someone help I don’t know what to doUnauthorized Charge From Tmobile Appeared on my Chime Bank Account That Tmobile Cannot Find
On July 15th at 9:52am PST a charge from Tmobile processed on my Chime Bank accountfor $141.59. I did not approve, request, or process this payment. This charge is unapproved, unauthorized and fraudulent. The charge occurred in Washington and I live in California.. I immediately disputed the charge through Chime support however they refuse to approve my dispute as they believe no error ocurred. I have spent an entire month+ going back and forth with Chime and Tmobile support - neither sides are able to assist me. Tmobile cannot find the charge in their system so my money is floating around the multi-verse paying someone else's bills and my bank cannot approve my dispute without written confirmation from Tmobile who cannot find the charge in their system.??? Tmobile support does not have the function to email me chat transcripts from my time spent working with their very nice support teams. They suggested that I send screenshots of my chat (20+ in total) in the hopes that the Chime Dispute team will take that as evidence. Who knows. But I am going to try. My case remains open and a mystery as I am out $141.59and Tmobile cannot find this charge nor is Chime Bank willing to support me and take my side. I have never experienced this in my life nor has my parents. I feel powerless facing two big business who are profiting off my horrible experience. I just want my money back.. WTH?!