Complaint Review: T-Mobile - Nationwide

10/17/2016

Cancel T-Mobile: 1-800-375-1126.

Fraud - Sales representative Alex from T-Mobile (Venicom) said they would buy out the contract, and to ignore the person

on the phone, who was saying that they would not buy out the contract.

Alex said he would "take care of it." He did not give me a business card, which should have been my first warning.

Later when I called Venicom they said they would just give me a credit, and that the credit was the same, as buying out the contract.

When I called to cancel I told T-Mobile that I was not the primary account holder for our current cell phone service, and was not

authorized as such, by my wife, to make any changes to our services with our her approval.

When I talked with TMobile (Elisa) 1-800-937-8997, ID # 1843279, and she said I have 20 days to cancel,

if my wife did not want to change over the service, so I told her that's what I wanted to do. She said I had to call Venicom and tell

the same thing. I called venicom either that day, or in the following morning and told them that that's

what I was calling to do. That I was cancelling the service, and not to ship the phones.

I also told them I also need to get a credit back on my card, - $82.80.

I Talked over with wife who is the primary account holder who does not want to switch over.

(and that for her, buying out a contract and getting a credit is not the same).

Two different sets of contradictary information.

I am not the primary contact for the account therefore I am not authorized to make changes to the phone

and therefore they need to put the money back on the card, is what I told them. I also told them not to ship the phones.

(Points of contention - did not sign out of my email when he left & I never even saw the emails from T-Mobile because Alex

(was clicking the buttons too fast for me to read anything).

(Promised that the new phone service would be cheaper than my old phone service - but it was not).

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FTC (Federal Trade Commission) - www.ftc.gov/complaint or 1-877-FTC-HELP

BBB (Better Business Bureau) - www.bbb.org or 804-648-0016.

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10/18/2016

I spoke with my supervisor at LIttle Cesears, and told her my wife was not happy about the new phones, that I had called to cancel the service

and the phones from T-Mobile. My supervisor said that another employee just had her T-Mobile phones shipped directly to the store.

I told my supervisor I was having them shipped to my home address, but that if any phones showed up, to refuse services.

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10/19/2016

I arrived at work and my supervisor said, "Congradulations Jason, your new phones are here."

I reminded my supervisor that I had said, to refuse service, in the off chance that they were delivered to the place of work by mistake.

My supervisor said that the new employee that they just hired, had signed for them.

I told my supervisor I needed time off, to return the phones.

My supervisor said she needed me to work my shift.

I told my supervisor that if I couldn't get time off to take care of the situation, and return the phones, then I needed to quit.

I turned in my uniform, and quit my job, to return a box with two phones, that I said not to ship, that I cancelled, and were delivered to

an address that was not appropriate. CELL PHONES SHOULD NEVER BE DELIVERED TO A PLACE OF BUSINESS, EXCEPT IF SPECIFICALLY ASKED FOR.

I tried to return the phones to the T-Mobile store down the street. I was told, that they have to go back to the 3rd party, or store, that I

purchased them from. When I explained that there was no store to return them to, that this guy just walked in off the street, the guy

said I could return them to the warehouse in Texas, OR, I could try and return them to the springfield location, which was a branch of T-Mobile

Corporate.

I went home and called Venicom at 10:25am. I spoke with a Bruce T. from Venicom, who at first said that he couldn't help me,

then he said he would try to help me out. He said I should ship the two phones to a warehouse in Texas, but had to put me on hold, I was put

on hold for about 30 minutes, and was disconnected.

I called back at 11:00am and spoke with another representative. I think he said his name was Buter's Remise but I'm not sure.

I asked if I should ship the phones to the springfield location (which I was told was T-Mobile Corporate owned) or if I should send them

to the warehouse in Texas, which is what Bruce T. had advised. The second guy I spoke with also advised to send the phones to the warehouse

location in Texas. The Texas address I was given By Bruce, and verified by the second guy was: 4500 Cambridge Rd, Door #3, Fortworth TX, 76155.

The second man I spoke with, gave me a return Authorization # 711447325, which he advised to be placed on the return label, and to get a tracking

number, and insurance.

I thanked the man. Hung up the phone. Went to the post office, and mailed the package of 2 phones to the Warehouse address in Texas. I

had the USPS clerk send the package Insured as I was advised, I was told that in the event it was damaged, I would not

have to pay for them. I paid $33.10 out of pocket, to have the package sent insured mail. The postal clerk, and I, opened the package there

to verify that there were to phones, in good condition, that were being sent. The only time the package was opened, was in the presence

of a USPS postal service worker, to make sure that we were in fact insuring two expensive telephones, and not a couple of bricks. The postal

worker taped a hand written return label on index card, that I had hand written on with the address, and the Return Authorization Number, and

sent the package as insured mail.

I went home. I called the Venicom (T-Mobile) # 1-844-327-9649, and told them that I had shipped the two cell phones back to them and gave them

the tracking number: VJ 766 280 733 US., and the return authorization number. I was then given and approval code # of 2130445, told that

once the phones were recieved, that everything would be resolved, and cancelled, and that I needed to wait up to 90 days of processing to recieve

the refund of $82.80 which I had paid on as taxes for the 2 phones to be delivered.

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1/9/2017

I recieve a letter from T-Mobile. I am expecting a refund check in the amount of $82.80.

In stead I recieve a bill for $532.42 for outstanding services.

I and my wife call T-Mobile with the number on the bill 1-888-310-8471. No we don't have the numbers for the cell phones, we press 0, and give the

representative the Account # 956962764.

We have to speak to 2 or 3 different people but we eventually get in touch with a supervisor Triston G, of Salem Oregon, with T-Mobile, #0653715.

(later identified with T-Mobile as business care / individual care)

Triston tells my wife and me that the phones should have been sent back to Venicom, and not the T-Mobile Warehouse (but did not

give an alternative address that they should have been sent to). Triston says that he will put in a work order, to have the warehouse search

to see if the 2 phones turn up, but that it usually takes up to 10 days to do the search. He advises that my wife wait to see if the phones

turn up in the warehouse.

I go online to check the insurance reciept number on line to see if I can established when the phones were recieved, but I am unable to find the

information on line.

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1/10/2017

I call Venicom. I speak with MJ. Mj says that accroding to their system, the package for the phones never arrived.

I get my reciept and go to the post office to confirm whether or not their system shows that the package was ever recieved.

I go to the post office with the insurance reciept, stamped October 19th, 2016, tracking # VJ 766 280 733 US. I am told by a male supervisor there,

at the Fairfax USPS branch, that he spoke with his supervisor, and she confirmed that there was no

tracking information for the package, that it was lost on or after October 21st, and that I would need to show proof of the entire price for the contents

of the package, if I needed to file a claim.

I call T-Mobile at 1:20pm to get the costs of the phones, so I can file a claim with the USPS. I speak with Joy, and tell her I need to know

the costs of the phones to set up a claim. The phone call is disconneted within 60-90 seconds.

I call T-Mobile back at 1:22pm to again get the costs of the phones, to file a claim. I speak with Tasheka who is very helpful. She tells me

that the cost of each phone is $689, which comes to $1,378 for the two phones. I thank her for the information. I can now file a claim with USPS

for the cost of the phones which I will be held liable for. I tell her that I still am disputing the outstanind bill for $532,42, since I cancelled

the service 3 months ago. Tasheka gives me a breakdown of the bill, for 2 billing cycles, but cannot explain why the first bill was never sent out.

Tasheka Transferrs me to a man damed Demitry. Demitry is very pleasant over the phone. I explain the situation once again to Demitry. He says

that he needs to check with Venicom, to try and work out the issue, because his system shows that the phones were returned back in October, and that

the account should have been closed out. Demitry transferrs me to Venicom and I speak with a Susie, who says we have to wait 7 to 14 days to see if

the phones turn up at the warehouse, but that she cannot authorize cancelling the service, or correcting the $532.42 to $0 without first talking

to T-Mobile.

Summary: Instead of cancelling my service, I am billed 3 months later for a service I already cancelled.

2 phones (1 package) was sent insured, has not been accounted or, or cant be found by any parties.

Last known possession of the phones were either USPS, or the TX wareshouse.

The charges in the amount of $532.42 are for Services that were cancelled on day #1, and need to be corrected to $0.

The phones were never activated and No phone calls have been made on either phone, per Tasheka with T-Mobile (1/10/17 ~1:25pm)

Even after 3 months, the service has still not be cancelled, it has only been placed in a suspended status, awating payment (of services

that were cancelled 3 months ago).

No bill was recieved prior to this one. As we were expecting a refund, if a previous bill had been sent, it would have brought this

issue to our attention a month sooner.

There is conflicting information on whether the phones were recieved or not.

Dillent from T-MOBILE says that the records should show, that the phones were delivered, which would have closed out the account in October.

M.J. From venicom says that her records show that the phones were never recieved, which is what prompted the billing cycle.

I need T-Mobile or Venicom to tell me whether I need to file a claim for the phones with USPS, to recieve a check, and then, write

the check over to them, but no one can tell me who to send the check to because everyone is saying that the phones belong to someone else

T-Mobile says the phones belong to Venicom. Venicom says the phones belong to T-Mobile. I have had 5 to 6 people tell me that the

phones never arrived in the warehouse, and 1 person, who says that it has.

Conclusion: I cancelled this service 3 months ago. I am seeking a statment from T-Mobile that says I owe nothing since I cancelled the

service and have the proper documentation.

Since 5 people have told me that the phone was not delivered, I will file a claim with USPS in the amount of $1,378, since USPS is

saying they lost the shipment.

I need something in writting from T-Mobile, and Venicom telling me who to send the check to.

Although not required, a nice hand written applogy letter would be nice.

Thank you and God Bless.

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1/25/17

1-800 #

T-Mobile.

What we want: A supervisor with a direct phone number. Who can work on this issue with us. WE have a new bill for $1,700.18

We talk with 2 or 3 different, We finally talk with a woman, Chris C. We are told that we cannot get in touch with Triston, that no guarantee of talking with a specific representative is ever made.

There is an email in the system, that the ware house has been contacted,

that they are trying to find the phones, but no status update yet, but.....they are charging us for the phones anyway.

excallated to the solution center. Processed within the next 24 to 48 hours. A hold on the account. Will not be going to collections.

Warehouse is suppose to be 72 hours max. Expecting a call back from resolution center on home phone, 703-261-6628, for expedited status of resolution.

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