Below is a fax I sent T-mobile. I am receiving no help from them with my problem and it is only getting worse. If you could help me resolve the issue it would be greatly appreciated.
To Whom It May Concern,
July 7
This fax is to express my deep unhappiness with T-Mobile. On June 24, T-Mobile took out from my personal checking account $2010 instead of the $110 that I had programmed through the phone. On Wednesday, June 25th in the morning I found the mistake T-Mobile had done and called. I was told it would take 5-7 days to receive my refund check and that it had to go through the mail. The supervisor told me T-Mobile would also be taking out June's bill that I owed them because they had my money in hand.
Several days later I called to ensure that T-Mobile was going to cover all the bounced check fees from their unauthorized withdrawal. I was told they would - I just needed to fax in an official bank statement showing the bank fees. (Customer Service Rep. Sharon #7139538/ supervisor Heather V.)
When I called to follow-up on Thursday July 3rd I was then informed it was 5-7 business days to receive my original refund check and with the holiday it would be Monday July 7th. The customer service person then told me it was necessary to fax in an official statement from the bank showing the check had cleared. I had never been told this from any of my conversation.
No refund check was in the mail today. I spoke with Blue, a supervisor, who, patiently listened to me cry and express my frustration. He told me it was T-Mobile's policy to only mail checks not do an electronic transfer. I am very unhappy with T-Mobile and I have been telling everyone about the situation. No one can believe that T-Mobile can't just transfer my money back to my bank account. What a lame excuse! What poor customer service.
Tomorrow it will have been 2 weeks since T-Mobile has received my money. My bank fees are up to $359.00 plus two returned checks that will have additional fees. My fees would be double this but my bank was sympathetic to my situation and held the checks until I received my refund check. (The refund check never came so the fees ate up most of my next pay check).
I would like my money back, my bank fees covered and to be released from my contract (and my two children's phone contracts). I have never sued a person or a company but my frustration level is such that I am considering action against T-Mobile.
3 weeks, two days and T-Mobile still has my money
7/17/08
IT'S GETTING WORSE!
After numerous text messages and phone calls from T-mobile saying my account was overdue I asked them to please stop calling since they still have my money.
I was told last week my checks would be here by the end of this week. One arrived today for $102.81. When I tried to call customer service using my phone to find out why the first check had not arrived I received a message that my phone was suspended from calling customer service until I paid my bill. So I went to my local T-Mobile store, told them the situation and they got me to the financial department. Of course they apologized but said they couldn't help me since it was still under investigation since it was such a large amount. Jennifer S. (that is all the info they will give me) is the person who is now investigating (she received the file yesterday July 16th). Once again (third time) I was promised that I would receive a call. No one has called me.
I think 23 days to get my money back is ridiculous. This is causing great stress and ruining my summer not to mention my 7 children's summer.
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