I purchased a Flexpay T-Mobile plan for two years and received a free telephone. Stated in their contract, I would have 14 days in which to change my mind and return the phone and cancel the plan.
I decided it was not the right plan for me, therefore I returned the phone to the store two days later. I returned the telephone in its original box perfectly and had my contract copy. My $50.00 paid by debit card was not refunded and the sales rep in the store claimed that on her end, it could not be refunded. She said the refund had to come from the main T-Mobile office, wherever that was.
I asked her to please call the 1-800 number. She called and reached a CSR who was inexperienced and could not answer simple questions. She also put us on hold five times. The store rep tried to explain the situation to the CSR and how I wanted to cancel my account and have the $50.00 credited back to my debit card. The CSR said she needed to check with her manager. She then finally hungup on us. The sale rep called again and this CSR took my debit card number and said it should be credited by Monday. I spent two hours in the store trying to get my money credited.
The store rep told me if the money was not credited by 3/3, to call T-mobile back to see what was going on. I decided to call T-mobile Sunday to check the status and the CSR said he would make a note in my account file that I wanted the money credited back by Monday and he promised me it would be there on Monday. He also told me that I could easily reactivate my plan again if I wanted to. I told him I would think about it.
On Monday, my account was still not credited. I asked to speak to a supervisor. She said she could not do anything to refund my money and it would take 60 days. She said it was T-Mobiles policy and she could not change it. She did not try to rectify the situation or provide any alternatives. She was also very rude.
I decided to go back to the T-Mobile store and try to get the account reactivated and the phone back. It seemed simple enough to me. The sales rep (a different one) said they did not have the phone anymore and they cannot activate anything in that store. He sent me upstairs to the corporate store and the Manager there said he needed a phone and he would try to do something, but I needed to go back downstairs to get the phone. The Manager did not understand why the store downstairs sent me up there anyway.
I went back downstairs one more time to tell the rep what the manager upstairs said.instead of offering an alternative, he acted like I was not important to them. They told me most people do not cancel anyway. He told me that Flexpay was knew and had a lot of glitches and would be worked out.
I pleaded with him and he told me that he could do nothing and the phone I returned has been sent back to some inventory in Texas. This seems stupid, because it is a very common phone and they should have had it in stock. I do not feel he was being honest.
Anyway, I am still awaiting my refund. I sent the store manager in Tampa an email asking one more time to reactivate it. I received no response. I do not have a phone or my money. I sent a complaint to the BBB and they are investigating it as of now.
I feel that T-Mobile is being very unresponsive and also their customer service is horrid.
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