Complaint Review: T-Mobile - Internet Washington

Entering Day 29 and T-Mobile still falsely holds my nearly $600.00.

The case of a phone discussed and cancelled in one brief call is now at one month. T-Mobile continues to lie and to falsely hold my money. I came to T-Mobile with good will and told the sales agent first handling my call and accepting my cancellation on 3/27 that I likely would return again soon. T-Mobile denies having any error in this and that is the biggest lie of all.

1.     On 3/27/13 I began a sales talk with a T-Mobile agent. We discussed a cell phone and she verbally steered me through some sort of online signature processes.  I had some reservations about the phone and as Im a blackberry fan We proceeded with the details. The sales agent graciously agreed to remain on the line with me and make sure that I was granted a specific billing date to assist me and as Im newly retired and get paid once a month. We were transferred to another agent/manager. This agent told my sales agent and I that her request to assist would not be possible and as the order proper would not process until the next business day. (*Apparently lie #1) I decided to cancel the order at that time and while still on the line with the originating sales agent. I assumed no problem and as the order was immediately being cancelled and prior to a day that it may be processed. I did request a cancellation confirmation but was told that T-Mobile quickly assigns acceptance confirmations but never issues cancellation confirmations. I was verbally assured by no less than three agents during multiple calls that my order was cancelled and the order retracted. (* Apparent lie #2)

2.     Money in the amount of $ 580.42 was immediately showing as pending on my bank account. I repeatedly called T-Mobile and asking why if I cancelled immediately and that event occurred prior to a day the sales agent and I were told the order would process anyway. I filed a BBB complaint. I was once contacted by the T-Mobile office of the president and subsequent to my complaint. I was told to call a fellow named Chuck and was given his name and extension. I called over 12 times during their WA business hours and before I began to realize that it was just a ploy and that no one would answer. (* Apparent lie #3) I did eventually become very angry and terse with these folks and owing to my having made nearly 30 calls and being neglected.

3.     A major problem for me was that T-Mobile kept a pending charge of 580.42 for the rest of March. That charge fell off of my USAA account on 4/1 and I based my weekly banking transactions upon that information. I assumed that T-Mobile had done the right thing. However, I saw on 4/3 that T-Mobile again and falsely charged my USAA account 580.42 and this time I had three critical checks bounce and some ran through twice causing embarrassment and nearly $150.00 in NSF fees. I reported this to T-Mobile through multiple channels but only fell upon deaf ears.

4.     Item 1 does describe that the phone was retracted. However, I later learned that the phone did not retract until 4/2/13. (*Apparent lie #4)

5.     It appears that an account was opened for no phone, no service, and no phone number. Item 1 again shows why. I was unaware of any account and it seems that never closed until about on 4/10/13. I consider this (*Apparent lie #5) and based upon no phone or service to base an account on. Recall the order cancelled prior to any day it was to process upon.

6.     Multiple calls and emails to T-Mobile were futile. I began commenting upon FaceBook and Twitter and some agents did promise rapid remedy but only to hush me up. They did nothing. (Apparent lie #6)

7.     Thank you for reaching out to T-Force, I'm very sorry to hear about this situation. We definitely want you to have a great experience starting service with us, and I'm so sorry about how this situation has been handled. I pulled up your original order, and I do see that a return has been processed which officially cancelled the order. I also filed a handset order research form to ensure we get the refund back to your account as quickly as possible. I'm very sorry for the stress this has caused, but I will ensure we get these funds back to you. I will keep an eye on the research form I filed, and will email you with an update as soon as I have one. I have many like this. Again, I was told the handset was shipment was retracted on day 1. Later I was told it was on the 4/2 and then again on 4/10. However, this email was dated 4/15 and no record is found and so a handset research is begin. (* Apparent lie #7)

8.     I was in contact with a T-Mobile Force support agent just last week that promised that she would work to expedite T-mobile refunding my money in the attire amount of $580.42. (*Apparent lie #7)

No phone, no service, no number. Cancelled before the day it could have processed. T-Mobile continues to lie and to handle my money as they choose and with impunity.

The above list could contain about twice as many apparent lies if I chronologically detailed all calls and promises made by T-Mobile.