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jay2nepal
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Joined 11 months ago
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I expected more
I wanted to contact T-Mobile by email. However, seeing as there is no email this is my other option. My wife, son and myself have had T-Mobile as our cell carrier for almost four years. While for a couple years, everything was great, it recently went off the rails. Upon signing up for T-Mobile my wife and I got iPhone 11s. After two years I upgraded to an iPhone 13. Unfortunately, several months after getting it, it was stolen from my workplace. I did not have insurance on it. However, it was an upgrade that was not costing me anything since we were receiving a monthly credit for the amount. Even though I was continuing with the T-Mobile service, I still had to pay of the phone and buy another one. I did not see how that was fair since I was continuing the service and telephone line. Having that line is what pays for the phone. I don't see how that is okay, but I had to have a phone. When I purchased the replacement, we also got a new phone for our son. It is an iPhone 11. This was January 14, 2022. We were in the local T-Mobile to make this purchase. My phone was in stock, but my son's was not. We were told they would order the phone and it would be shipped to my house. We received the phone the following week, activated it and had been using it ever since. Our bill went up, however, my wife thought is was just the cost of my new phone plus my son's. Skip forward to June of 2023. I go to my local T-Mobile store to inquire about a new phone for my wife. The employee says there are three iPhone 11s on our account with two currently being paid for on installment plans. To my surprise there were two iPhones on my son's telephone number. We only ordered one; that was the one we ordered in the store. After another call to the corporate office, they said another was called in and ordered on January 19, 2022, five days after we ordered the one in-store. After checking the IMEI on both phones on our account, the one my son was using is the one that was ordered by phone on on Jan 19. The IMEI of the one that we ordered in-store was never activated nor had any use on it. It was suggested to us that our son could have ordered it. Our son was fourteen at the time and had no authority nor the ability to order a phone. All in all I spent close to ten hours both on the phone and in the store to try to get this resolved. One of the calls they said they would get fraud involved in the situation. Of the seven to eight representatives I spoke with that said they would call with news, only one ever called me back. The last straw was when I went into the store to get them to try to get it resolved. They placed a call themselves. The representative on the phone said that fraud determined we ordered the phone and that was final. I asked to hear the call where I was accused of ordering said phone. They said I could not because fraud already listened to it. I have a right to hear for myself the call where I am accused of ordering this phone. However, I was denied that. So now, I am stuck paying $500 for a phone that we did not order. It comes down to this. We have spent thousands of dollars of our hard-earned dollars with T-Mobile. If we were treated fairly, and the cost of this phone refunded back to us, or even part of it, we would continue to be with T-Mobile for years to come. We would continue spending thousands of dollars with T-Mobile. Honestly you have the best rates of the big carriers. However, T-Mobile did not look deep into our issue to get a more rounded look at our issue. The other option is for us to go through arbitration. I checked into this. IT is $800 up front before anything is done. If we win our case it is paid for by T-Mobile. If we lose the case it is an additional $900. T-Mobile also is in charge of the arbitration process as well. Unfortunately, that isn't a good option since T-Mobile will continue to not look deeper into our case. The only option for us is to leave T-Mobile. Westill have to pay off the phones on our account, which includes the phone we never ordered. However, I will not continue to pay a company for service when we have been treated the way that T-Mobile has treated us. We will happily pay a little extra a month for a different carrier that will not treat us the way we have been treated by T-Mobile. I heard so much good about the customer service at T-Mobile. I gave so much of my time for T-Mobile to make it right.We are sorely disappointed and expected so much more. I wish there was a better resolution to this.131Visto0likes1Comentario