Anyone else experienced a PAID line being added to their account without your authorization, and then had issues with T-Mobile when trying to remove the added line and get a refund?
Upgraded and bought a new iPhone in a T-Mobile store on 04/22/2022 - I am unfortanely just now noticing after reviewing my yearly reports for tax season approaching, that there was a data line added to my services/bill on the same day, for an apple watch?! The charge was insignificant in cost enough for me to never notice too much of a difference, and the sales representative in the store explained to me the new bill amount and an increase being due to the monthly amount I would be charged for the iPhone payment plan option to pay month for a phone instead of paying in full. I am now trying to have the line removed but the customer service dept. has only tried to tell me I am wrong and that I activated this on my own MONTHS prior to 4/22/22, which is so far from true. I have only ever used my apple watch on wifi/connected to my phone via bluetooth. After reviewing my usuage overview for 2022, each month shows the additional line and every month has 0.00GB of data used. I found this information through my t-mobile account but yet the customer service reps I've spoken to (which has been several now) all seem incompentent and unable to find similar information to show that this change was unauthorized. In addition, the representatives only focus seems to be on conversion or a new sale, rather than doing actual customer service. What happens to customer service??? Anyone had similar experiences? What did you have to do to get T-Mobile to cooperate and help? Do I need to file claim with the Better Business Bureau you think? Anyone filed with the BBB before, and if so, did you have any good results from it? I just want a line removed and something credited to my account for the near year I have paid for a service I never signed up for or authorized,and it seems impossible.
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?
Customer Service Guy Made a Mistake. Nobody Knows How to Fix It
Long story short, I had an account with T-Mobile. I asked them to put a military suspension on my line. Military suspensions are 39 months long. About a year after the suspension started, I needed to access my phone again to gain access to an old account, I contacted support, they lifted the suspension, and then I asked the customer service rep to reinstate the military suspension. He messed up and instead emplaced a TEMPORARYsuspension for 90 days. After the 90 days, my account started getting charged for service again without me knowing it. After not receiving payments and incurring late fees, T-Mobile moved my account to collections. I was never contacted by any collections agency. They never e-mailed me or called me. The only way I found out was (after my friend informed me someone else was using my number that was supposed to be on suspension) I called T-Mobile. In other words, if I hadn't called T-Mobile, I never would have known my account was sent to collections which means my credit took a hit because someone messed up on my account. I called T-Mobile customer service, they told me I need to contact the collections agency,VoiceStream Inhouse VST, at800-937-8942 but this phone number connects me to the generic T-Mobile customer service. And even then, nobody in the billing department knows what to do. None of the supervisors know what to do. One of them actually had the nerve to tell me to hang up, call the number again, and hope that someone from the collections agency picks up the phone! My credit is affected by someone's mistake. I paid my bills on time when I was a customer, and now none of the customer service reps know what to do.