- Report: #622028
Complaint Review: T - Mobile - Internet
-
Author Confirmed
Why?
T - Mobile
Internet, United States of America
Phone:
18009378997
Web:
Tmobile.com
Categories:
Business Rating:
(0)
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T - Mobile Thieves, outrageous billing, representatives are not customer service oriented with company ridiculous policies. Internet
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In October of 2009 my I was confronting issues with my G1 mobile phone. I had to downgrade my plan because of economical issues but I noticed that 80% of the calls made didn't succeed, got an echo or the person that I was calling couldn't hear me. My minutes were being discounted for calls that never made it out my phone. I called the company and after months of investigation they said the device was damaged and needed to be replaced. They sent me a replacement but that was damaged so I returned it and kept the phone that needed the replacement. On April 2010 I received 2 phones that were also damaged. One didn't turn on and the other the keyboard was defective. I spoke to a representative and he said that they had sent me too many replacement phones and that the only thing they could do was replace my G1 for a blackberry or a Nokia touch screen. I wasn't pleased with they're action and told them I wanted what I had pay for a G1 phone.
On June 26, I received a txt of my current bill charges and it was $946 dollars when I normally pay $155 dollars for my service. I called the company and the representative indicated that they were charging me for stocking fees because I didn't return the phones. I was told I had 90 days for return and that once the phones were received they would waive the cost and that I may have to pay late stocking fees that would run between $30 and $50 for late fees. On the June 27, I put the phones in the mail. On July 1, 2010 is the end of my billing cycle so I checked my billing summary, and the charges for the phones were still in the system. I once again called T-mobile and the representative stated they had received the merchandise but that I was being charged a stocking fee for the whole amount of the price of the phones value as if they were brand new, and that it would take 72 hours for them to process and wave the charges. I asked if my service was going to be affected and he said yes, until those charges were removed. That representative said it wasn't 90 days it was 60 and that the day for return over due. On July 2, 2010 my service was turned off. At all times I was asked to speak to a supervisor and my call was never transferred to one.
One of the customer service agents that I spoke to told me there wasn't one available but that they would return my call "I'm still waiting for the call". I called again on July 10, 2010 to find out what they're going to do about my account and the agent told me that the phones did not show in the system as received and I told him I had the UPS confirmation that the phones were signed for as received. He then told me I had only 7 days to return the merchandise and that I still had to pay for the phones stocking fees, If I had them or not. I asked him if that information could be given it to me on writing especially the part that I had to pay for merchandise already returned. These people still haven't made the attempt to help me with this issue. I have no problem paying a late fee because after all I did return the phones late. They are thieves, and the agents are no properly trained to direct calls to the appropriate help desks or to give customers the same information. It is a shame I have been with this company for almost 2 years, and customer service representatives haven't made the attempt to keep my business.
On June 26, I received a txt of my current bill charges and it was $946 dollars when I normally pay $155 dollars for my service. I called the company and the representative indicated that they were charging me for stocking fees because I didn't return the phones. I was told I had 90 days for return and that once the phones were received they would waive the cost and that I may have to pay late stocking fees that would run between $30 and $50 for late fees. On the June 27, I put the phones in the mail. On July 1, 2010 is the end of my billing cycle so I checked my billing summary, and the charges for the phones were still in the system. I once again called T-mobile and the representative stated they had received the merchandise but that I was being charged a stocking fee for the whole amount of the price of the phones value as if they were brand new, and that it would take 72 hours for them to process and wave the charges. I asked if my service was going to be affected and he said yes, until those charges were removed. That representative said it wasn't 90 days it was 60 and that the day for return over due. On July 2, 2010 my service was turned off. At all times I was asked to speak to a supervisor and my call was never transferred to one.
One of the customer service agents that I spoke to told me there wasn't one available but that they would return my call "I'm still waiting for the call". I called again on July 10, 2010 to find out what they're going to do about my account and the agent told me that the phones did not show in the system as received and I told him I had the UPS confirmation that the phones were signed for as received. He then told me I had only 7 days to return the merchandise and that I still had to pay for the phones stocking fees, If I had them or not. I asked him if that information could be given it to me on writing especially the part that I had to pay for merchandise already returned. These people still haven't made the attempt to help me with this issue. I have no problem paying a late fee because after all I did return the phones late. They are thieves, and the agents are no properly trained to direct calls to the appropriate help desks or to give customers the same information. It is a shame I have been with this company for almost 2 years, and customer service representatives haven't made the attempt to keep my business.
