I have been a T-Mobile customer for 5 yrs. I started out with one line, and have recently added a third line to my account. As everyone knows, when you add a line to an account, you purchase a phone also. I ordered a Samsung Gravity. I didn't like the phone, so I called and got an OK to ship it back, as I was still within my 14 days of "buyer's remorse" period. I was told that as soon as they receive the returned phone, I'd be able to order a different phone.
I had a tracking number, so I made sure that the phone was received by T-Mobile before I called to order my new phone. They received my phone on June 18th at 9:30AM. They did tell me that it may take up to 30 days from the receipt of the phone for my account to be credited. Today is July 18th. I called T-Mobile customer care to find out why the account still was not credited. The rep was unable to locate that I ever ordered that phone, so she transferred me to another department (Sales, I believe).
Then, I spoke to April. April first asked for my order number for the Gravity, which I gave to her. She then proceeded to tell me that they didn't get the phone until July 2nd, so it hasn't been 30 days yet (and it may take up to 30 days for a credit to post). I told her that the phone was received on June 18th and gave her the tracking number. She pulled it up and told me that yes, the phone was received on June 18th. She then told me that because the phone was shipped to my husband's name, she will not be able to credit the account, as it wasn't him calling!
Now, to clarify things, I am the primary account holder, the only one on the account who is able to make the decisions about ordering, changing rate plans, etc. (this can be confirmed by logging on to my T-Mobile account access page). April said "that's not what I'm showing here". So then I asked her why the account didn't get credited since it HAS been 30 days, and she knows it. April said that she can't help me b/c I am not my husband.
I asked to speak to a supervisor; April told me that she is a senior rep and she can't change the rules. Please note that I, not my husband, was the one who called T-Mobile when I added the second and the third lines, changed our rate plans, and ordered all our phones. And now, with the phone return, they are refusing to credit my account until they speak to my husband??? He was unavailable at the moment, so I couldn't have given him the phone (and this conversation with T-Mobile was already taking 45 mins).
The supervisor, Pat, told me that he cannot help me either, as a returned item can take up to 2 billing cycles to post. I don't know where he got that information from, as it clearly stated "up to 30 days", on all the paperwork that came with the phone order. I am very disappointed with T-Mobile as a whole, as this simple transaction should not have required any outside interference, or multiple phone calls from my end (I called several times previously, but they couldn't even locate this order or return, without the tracking number, so I had to find that and call them back).
Very unprofessional company.
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