T-Mobile
Unordered Phone and Contract Renewal Charged to Account, Return Shipping Dispute

When I came home from work yesterday, there was a package from T-Mobile with a new BlackBerry in it along with a phone upgrade form... Cool eh? Unfortunately I didn't order it.
I called T-Mobile's customer support and the service rep said that the other authorized person on my account (my wife) had ordered a new phone and renewed my contract for another 2 years!
I called my wife, she had done no such thing!
I called T-Mobile back, they said that someone must have goofed up and entered the wrong phone number for the order. They don't confirm these things?
The rep said to put the box in the return package and send it back. And they would refund my account. I said What? Oh yeah they had charged me for the renewal and a new phone... I was quite upset and said I would send it back right away...
I went and looked at the packaging and all they sent was this tiny bag big enough for a handset. Not a big BlackBerry box... Sigh. I had to call back for a 3rd time...
This person was a bit more helpful and arranged for UPS to come and pick the phone up.
The next day I got home from work and what was waiting for me? The same exact package. Sigh. I called T-Mobile back again. This time I got into an argument because the rep wouldn't let me talk to a supervisor. Finally someone else came on the phone. He proceeded to tell me it is MY responsibility to bring the package to UPS and pay for the shipping to send the phone back... Even thought he fully admitted it was their fault.
I was outraged. Not only were they charging me for a contract renewal, and a new BlackBerry. They expected me to drive across town to ship their mistake back to them and pay for it!!! Unbelievable...

You would be a fool to use T-Mobile... I was a loyal customer for 5 years and they treated me like this... They will never get my business again.

Company: T-Mobile
Country: USA

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