Complaint Review: T-Mobile- Citrus Heights California - Citrus Heights California

 To Whom it may concern,

I began service with T-Mobile in May 2015. I have Multiple Sclerosis (MS) and Optic Neuropathy and the phone I previously had, I wasn't able to read.  I went by myself to the T-mobile store at the Sunrise Mall in Citrus Heights CA.  I spoke with 2 sales associates after a wait of almost 30 minutes. They were helping others who came in after me , before me. After 3 hrs I finally got suscribed to to pay $147/ month what I thought was unlimited talk and text, and also i got a refurbished LG 4 v 20 phone for that amount monthly. I paid each bill monthly though automatic debit.

   My new husband and I after being married recently , decided to consolidate our bills, and he looked at my cell phone bill and exclaimed your paying too much! He has AT&T and pays half of what I do and with a brand new phone and unlimited everything. So we decided to look into T-mobile and see if they could change the service , etc. So we walked in to our local T-mobile store and the customer service rep found out that I have been paying for a line and text for a number I never heard of or used, on top of my original phone number. He said you have 2 lines and thats why it costs what it costs. We ( my husband and I looked at each other and thought WHAT ? ) We didn't use the other number nor have heard of it. We all found out that the customer service reps at the sunrise mall tmobile location that originally signed me up for this phone and service in 2015 had FRAUDULENTLY signed on another line with out my knowledge. I demanded to speak to a manager and he and we called tmobile headquarters and spoke to a higher up. After listening to our predictament they offered us a one time $30 credit ( which was a slap in the face ) , when in fact they owe me all the monies paid to them from  May 2015 -Jan. 2018 for the addtional line that I never authorized for. 

   You must understand that I'm on permanent disabilty which limits my income but not my bills. I feel like I was taken advantage of because one I'm a women with a cane , and two I have a twitch which is part of my Multiple Scerlosis. I trusted these sales guys to treat me right, yet they scammed me from the beginning and I just didn't realize it.

The addtional stress and depression this has caused me from finding out this fraudulent stuff that has happened to me and has made me worse. I worry now about who has my proprietary information, and has my idenity been stolen too and whose phone was I paying for the past 3 yrs ?

After the "Slap in the face" $30 pay out they said they give us at the store we left disgusted and felt betrayed. We then spent 2 days talking with several customer service people , their managers all to no avail. We were trying to get them to realize that they FRAUDULENTLY STOLE $960 from me since the start of this phone plan. They also said that I still owe them $444 on a $384 phone.

I just don't know where to turn to next, I feel duped by Tmobile and because of my disibility I've been severly taken advantage of. A friend of mine informed me of your website , so that is why I'm putting this report in today.

Because of the potential nightmare of idenity theft and tmobiles total lack of responsibility in this matter I feel lost ! Help !!!

Is now our only option to hire an attorney for action on this matter ?

We both appreciate your time and consideration.