My problem is that t-mobile use poor business practices. I started having problems with this company this year when I upgraded my phone for free, but still got charged $20.00. I also added a second line which I was finally eligible for.
I received the seimens flip phone. I instantly started having problem with phone and had to contact coustomer service. We then did all kind of troubleshooting on the phone and it ended up having to be replaced a total of three times. Finally after all the hard ache of that situation they talked me into getting another phone not more that 3months later 6.
So I bought a samsung x495 at a supposed discounted rate of $42 and some change that I had to pay up front in order for them to even send out the phone so I did pay for it by check by phone. So I receive this phone in 8.
Not more than two weeks later I started have some of the similar problems with the new phone that I did with the other phones that started all this mess. So I contact Customer Care Dept. And was taken through all these troubleshooting ploys.
Finally it was determined that it was a defective battery. So the rep explained that with the phone being so new that I needed to contact Samsung because they did not have the battery in stock yet. I interm call Samsung and they asked me was there troubleshooting done on the phone and explained to them what the end result was. The then tell me it would be best to take the phone into a t-mobile dealer. Which I did and they ran the same troubleshooting test and said that it was the phone not the battery. She in term said that she will just send out another phone since I was still under warranty. I asked do I need to leave my current phone with her she said know just keep it because it is still under warranty.
So a week later I the phone from t-mobile. I open the box and notice that it is not in any wrapping or protectived by anything other than some sponge to keep it from rollong around the box. I also notice that there was a return label so I send the phone that was being replaced and a month later they charge my account and say " I HAVE A OUT OF WARRANTY CHARGE FOR WATER DAMAGE TO THE PHONE". The charge was $79.00 some change. I call in to talk to someone about this and they pass me around to three people and would never put a supervisor on the phone.
I finally talk to some one explain that I did not agree with the charge and was not at fault for it and wanted to dispute the charge they then tell me that I had to do it in writing and fax it in. Gave me a fax number this was in 9. SO I never heard anything. I call back in 10 and I had to go through two more people before some told me from the customer care dept. That she would put a hold on my account for that amount of the $79.00. I did pay the other charges on my account as I always due every month.
SO what happenend two week later they shut my phone off and when I called back I was told because there was no hold on the account but a pass due amount for the disputed charge and that I didn't pay the bill for the priopr month. Now what happened was that was I was trying to pay my bill online and instead of putting in my account # I put in my check number called t-mobile while still online and paid it by check over the phone. So it got paid within a matter of 5minutes. Someone than tells me that I had a returned payment and I owe for the previos month and the past due amount.
I finally get to speak with a supervisor and explained everthing to her which was noted on my account already the rep before her just didn't know what she was doing. And didn't understand what was going on even though it was all on the account. Well the supervisor then interm resubmitts the proper paper work for the hold on the account and turn my phone back on and tells me to resend my dispute because it was never received for the month before. She also told me she would follow up with me on a certain date and she did but said that the customer relations dept. Found in favor of the company. But I stated in my letter I wanted to speak with someone and know one ever called to investigate my side of the story which led me here today.
I spoke to someone earlier and she said that she had to email the supervisor to call me back and was very rude and unknowledgeable about the situation even though she read the notes. I tried to explain to her that I want to know is who do I speak to or follow up with to appeal this decision. I will not have a cell phone company trying to take advantage of me.
So my suggestion to all who has had a bad experience is to contact the BBB and make a complaint as I did today. I am also going to find out what legal aspect I can take because I did not get interviewed for this investigation and I am not happy with t-mobile at this time for taking advantage of me. Who knows how many times I have just paid my bill and they have gotten awaay with these kinds of things.
If I have to I will contact the Attorney General. I know all to well about how this scam happens I have worked for a pharmacuetical company for 5 years in customer service and I know everything that I have to do to get this taken care of and I will follow all aspects of protecting myself from being taken advantage of like this. I see it every day where I work how peolpe just rip you off.
Again my suggestion to you if you are having problems with this company is to go to BBB.com and make a complaint so that you are heard.
Delinda
Hamilton, Ohio
U.S.A.
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