T-Mobile
Past Due $380 Bill for Paid Phone, Supervisors Never Called Back

My fiance and I purchased a phone from tmobile. Upon receiving the phone we noticed that the phone was not working properly. While waiting for the exchange to arrive our original phone began to work properly. We of course returned the replacement phone that was sent to us. I gave 4 different customer service reps the tracking number for the shipment 4 different times and was told that this would be taken care of. I then received a letter in the mail stating a past due balance of $380. For 5 months I was going back and forth with tmobile's customer service reps. Each time they stated to me that a research form needed to be filed and they must wait for a response from the research team and that I would receive a call from the respective reps as soon as they got word from the research team. I never received any call from any rep. I spoke with a rep supervisor who called himself Greg Z. And gave rep # 12419007 he assured me that he would take care of this account. Greg also stated I would hear back from him within 24 hours. I never received a call from greg. When I contacted tmobile and asked to speak with greg the rep that I spoke with was unfamiliar with a Greg Z and told me that the rep #'s didn't really mean anything and that they give them out all the time, but with so many call centers you are almost guaranteed to never speak with the same person twice. I then attempted to contact the corporate headquarters.

However when I asked to speak with a supervisor I was either routed right back to customer service or hung up on. I eventually spoke with Vin Rozzy he stated he would handle the account personally and contact me within 48 hours. I have yet to receive a call from Vin and when I try to contact him I only get his voice mail and no return phone call when messages are left. I have proof of payment for the original phone from my bank account as well as corresponding bills from tmobile that shows that I have paid for the phone already. I finally got "mr. Rozzy" on the phone and he proceeded to tell me that the charges were valid because of the way that the customer service rep filed the exchange form. I told him that I had record of paying for this phone already and he said I can either pay again or take it to small claims court. I have already filed with bbb and ftc but I've read that tmobile doesnt normally respond to either complaint service.

I have been a customer of tmobile for about 3 years was completely shocked as to how they handle there business.
*Must read below*

I have done research on several Tmobile personnel and they give fake names. Also vin rozzy's last name is not rozzy. They give fake names and use the rep id numbers to contact eachother. What a horrible company this is. I wonder how some of these people sleep at night knowing that they are stealing money from people like myself who are just starting out and struggling enough as it is without a major company ripping them off. Does anyone have any ideas for me because this company is trying to take food out of my daughters mouth (yes unfortunately money is that tight right now with this crappy economy)

Company: T-Mobile
Country: USA
State: Washington
City: Bellevue
Phone: 4253784000
Site: tmobile.com

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