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.
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.
Disputa
TMobile has intentionally and knowingly refused to cancel my account despite dozens of hours on phone calls, 3 visits to stores, unknown chat requests, social media posts, etc. Despite all the mentioned avenues, TMobile claims I never cancelled my account, though they have the phone records proving I did (not to mention the returned equipment - meaning I cannot use the 5G internet). Now I cannot even receive a simple detail like a legal mailing address or email to file a dispute. I'm sharing what I have finally discovered through hours of work: Legal Department 12920 S. East 38th St. Bellevue WA 98006-1350home 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?unethical billing
Very disappointed in T-mobile's billing practices. Months ago I was informed by their customer service, on a recorded line, of my new monthly billing amount moving forward. The representative lied to me and I continued to be charged approximately $70 more than what was described each month. I ultimately found a helpful in store representative and chose to change my plan to have a more affordable experience. That being said, I disputed the previous overcharges with my credit card (separate story where a CS rep told me they would continue to honor my CC for an auto pay discount) and the credit card found the case in my favor;after submitting text confirmations etc. Even after the dispute was resolved, T-mobile continued to bill me online, although the charges were never reflected on my paper statement (had to switch to paper when after being lied to about honoring CC for auto pay - wasn't giving them my checking acct#.).Very disappointing! Never had these issues in my 20+ years with Sprint. I have an 850 credit score so I just paid hundreds of dollars,that I never had the opportunity to examine on my paper bill, as promised by another rep, to restore my service and not damage my credit. Unfortunate, because I like the current plan I switched to in store. Does anyone have recommendations for other carriers with first responder plans ?T-MOBILE CHARGED ME A BILL THAT IS NOT REFLECTED IN MY STATEMENT
Back in November 2023, I moved my T-Mobile consumer account to the T-Mobile RMSD account. The company I work at offered carrier discount for their employees by moving from a consumer account to an RMSD account. This got my bill cut down from $162 to $37 dollars. Somehow, I got charged both $162 and $37 dollars in December 2023. I called T-Mobile regarding the situation and they said they fixed it. Unfortunately around March 2024, I received a mail saying I haven't been paying my $162 bill from T-Mobile. I got charged for January, February, and March. To my surprise, they said they are going to give that charge to the collections. In my end, when I logged into the T-Mobile website/App it shows me in my statement that I am only charged $37 for the month of December 2023 to March 2024. I have no idea where the $162 dollars each month in my account came from because the $162 was not reflected on my bill statements. It has affected my credit badly. I am really upset about this because I pay bills on time. Suddenly, I am getting charged for something that isn't even reflected on my bill statement. I feel betrayed like I have been robbed. This is affecting me badly since I am applying to get a house mortgage.Think twice before switching to Tmobile
I've been a paying T-Mobile customer for over 12 years and just in the last 30 I was a victim of fraud and theft. The first incident occurred about a month ago when I purchased a phone secondhand to save some money (recommended by T-Mobile because they said I can get it cheaper than the store price). I activated the phone in person with a T-Mobile representative and they added BYOD insurance to my plan. 2 weeks later, the previous owner filed a claim with T-Mobile saying the phone was lost but clearly it was insurance fraud. I reported the matter to T-Mobile immediately and they said they will unlock the phone within 24 hours, so I can use it. A few days passed and I hadn't heard anything, so I called to follow up and they said the request to unlock the phone was denied. Very disappointing considering the circumstances. Subsequently, my only other option was to purchase a new device firsthand, which I did, putting me at about $1300 ($400 for the first device and now $900 for this new device). Again, I activate the phone at the store and everything is back on track. Four days ago, my car was broken into and my new phone was stolen. I notified T-Mobile and filed a claim with Assurant which is T-Mobile's third party insurance department. I paid the $250 deductible. A T-Mobile representative advised that it will take 24 hours to ship the new device to me. Yesterday morning, I reached out to Assurant and they said they needed a copy of my driver's license, so I promptly provided it. They advised they will prioritize the claim and the cutoff time for next day shipping is 7PM EST, which gave them about 12 hours from me providing my driver's license. I reached out to follow up before the cutoff time, and they said it will take an additional 3-5 business days to review the claim. So, it's looking like the claim process will take, at minimum, a week from the date I filed. Unbelievable!! I've spoken to management at both T-Mobile and Assurant, and they said the delay is system generated and they can't override it. T-Mobile says it's in Assurant's hands, and Assurant says it's in T-Mobile's hands. What's the purpose of paying insurance for several years, without having any claims, and once I need to file a claim, it becomes a nightmare of a process? T-Mobile does not have their customer's best interest in mind and I feel I've been treated unfairly. Their process is deceptive and unethical in many ways. I am now strongly considering switching carriers and I advise any T-Mobile customers in similar situations to do the same. If you're not a T-Mobile customer and you're reading this, definitely consider other options.