My son's prepaid telephone was cut off due to TMOBILES problem in resolving an issue related to his telephone number. We paid for a prepaid telephone September 19. We continuously purchased the minutes on that phone online (10/14,10/16,12/1 totaling $100.00 WHICH HAVE NOT EXPIRED) in addition to the new phone from another company which cost $70.00 more dollars and additional minutes on that which cost another $40.00.
Right after we put minutes on the phone on 12/1 TMOBILE deactivated stating that someone had called in and reported the phone stolen. This was a lie, my son had his phone and still has, they let someone deactivate a phone which we paid for and put minutes on. TMOBILE assigned us a phone number and we activated the sim card through their customer service.
We do not know what TMOBILE did but something got mixed up and my son suffered for it because TMOBILE assigned the telephone number on a phone which apparently had been stolen. This was not our problem since we purchased the phone at Target in Orlando Fl.
When I called on December 3 to report that my sons phone had been deactivated, the TMOBILE Pay as you go supervisor told me that there was nothing that I could do about this without the phone. Well I have the phone and I have all the information and I am in the process of seeing what my rights are about this. The supervisor was rude, abrasive and not willing to help at all. Apparently, it is the customers fault when TMOBILE customer service makes a mistake, their tactic is to be rude and to get the customer off the phone if the problem is not something that is easily resolved. All they had to do is look at the account information.
TMOBILE took our money and did not produce the product which I paid for. They had no problem charging my card on November 30 and then turning around on December 1 deactivating my son's phone without refunding our money. I am demanding a full refund to all that we paid since we then had to go out and get another phone. I asked to speak to a manager who could help me and was refused by the acting supervisor stated that she was as high as I was going to get. So now I have no choice but to pursue this by other means.
They could have resolved this by looking at this at the customer service level and accessing their records for the phone, sim card and activation information.
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