T - Mobile
Paying for the company's mistake

In July I both upgraded my phones at the end of a service plan and changed the primary person on the account into my name. I am separating from my husband and due to adverse working schedules he had originally set the account up in his name (I was at work). Now, since we are divorcing when it came time to renew the contract, I had the account moved into my name and upgraded the phones. The service representative at the store apparently put the information in the system backwards. She upgraded the phones and then transferred the account instead of vice versa. This mistake resulted in the old account having a bill go unpaid and the phone upgrades being charged in one lump sum instead of in installments as promised. The unpaid bill and lump sum for the phone showed up in a bill directed to my ex at his address. If not for a visit to see my children I would have never known about the bill and would have had my credit adversely affected. As it stands now the amounts have been moved into my account, but must be paid in one lump sum— because the cashier entered the phone upgrades before the transfer of account. Despite the fact that this is most definitely their mistake— they cannot / will not fix the account and, as are most people these days, I am on a very tight budget. I have been informed by the customer service rep and her supervisor that they cannot change "policy" even though it is their employees mistake and even they can see that looking at the bill.

Company: T - Mobile
Country: USA
State: Virginia
City: Midlothian
Address: 4717 brad mcneer pkwy
Phone: 8009378997

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