User Profile
needbetterservi
Network Novice
Joined 7 years ago
User Widgets
Contribuciones
Re: is anyone else having trouble paying their bill online?
I have never had this issue before, but am having it now: Trying to reload prepaid phone account with monthly fee, using credit card that has worked for the past 2 years (and is not expired or overcharged). Cannot click fast enough on credit card payment page to stop it from returning immediately to account home page (which continually reminds me to reload the account...). Tried 2 different computers with latest Firefox for iMac and Windows 7: same bad behavior. Finally tried Safari on iPad, where the page seemed to stay up long enough to enter the info. However, between trying the iMac/Win7 and the iPad, I spent about 45 minutes on the phone with a Customer Service rep who spoke with an impenetrable accent (a lot of the time spent was asking her to repeat words that she could not seem to pronounce in a way I could understand), and who admitted that she had no idea when, or if, I would ever be able to make payments online again. She insisted that she could absolutely help me make my payments, and said over and over that "there are no problems, and everything will be completely OK". She took my credit card info, and said that she submitted it. She also assured me that she would send me a text (to my phone that I repeatedly told her was out of the very narrow access range of T-Mobile's very spotty service), confirming that the payment had been verified by the card company, and that T-Mobile had accepted it. Instead, she called me back (to the landline where I am staying) after 20 minutes to say that the payment would be delayed (passive voice, no indication as to the nature or cause of the problem) for "15 to 30 minutes". 15 minutes later, she called back again to say that the payment "did not go through", and I would have to give all the credit card info to a supervisor, to whom she would transfer me now. The target line of the transfer rang about 10 times, then went completely silent for about 2 minutes. Then, over an extremely noisy connection, a recording informed me that the T-Mobile automated answering system was having problems now, and that I should hang up now and call back at some unspecified point in the future. I hung up, and then checked my credit card charges online. Sure enough, just like another poster to this thread, found that despite the rep's assertions, the charge DID GO THROUGH, but T-Mobile failed to credit me for the money they collected. This is fraud, pure and simple. Given the incompetent Customer Service, the persistently malfunctioning website, and the lack of reasonable channels for recourse when T-Mobile screws things up this badly and for this long, T-Mobile clearly does not give a damn about their customers' satisfaction. As for the standard advice from the T-Mobile rep who apparently monitors this thread (tmo_mike_c, "have you tried reaching out to our T-Force folks through FB or Twitter"): I am not on either of those public forums, and should not have to be in order to get good customer service (both for reporting and solving T-Mobile's server problems and for paying with a credit card by phone). Why can't T-Force respond to problems posted on this forum? Why can't T-Mobile publish a Customer Service email address for, you know, CUSTOMERS who are paying (or trying to pay) for adequate service, and respond to secure emails from those customers?1Ver0likes0Comentarios