Complaint Review: T-Mobile - Westfield, New York City, Cambridge NJ, NY, MA

OVERVIEW

We demand:

1. a NET-NET “EQUIPMENT INVOICE” from T-Mobile for (4) iPhone XR’s = $596.00
2. a T-Mobile “ACCOUNT CREDIT” for 23 days of SERVICE for August 2019 = $100.16

SUMMARY

• EQUIPMENT Under the terms of the June 2019 T-Mobile Promotion 2019 Spring Switch and Save
  • Received (4) iPhones XR’s retail value (list price) of $749.00 … Total $2,996
  • Exchanged (4) iPhone 6S’s under terms of the 2019 Spring Switch and Save discount provision for Total $2,400
    • (4) iPhones 6S’s for a promotional (credit/discount) “...on the same order...” had ONLY ONE 2019 Spring Switch and Save order)
    • Promotion states only ONE (1) per account # however CW and his Supervisor approved FOUR (4) phones because
      • (1) customer for over 8-years … (2) grandfathered Family Plan with 4 lines …
    • Account needs a NET-NET EQUIPMENT INVOICE from T-Mobile for (4) phones $596.00

• SERVICE Paid for network service on 5 Aug 2019 ... SERVICE suspended 9 Aug 2019
  • T-Mobile needs to credit customer account for 23 days of SERVICE … for wrongful and punitive suspension of service for the month of August.
    • … alternatively, credit via credit-card for the 23 days … $100.16

My (4) iPhone XR’s are "suspended" from T-Mobile service (which as you know, means we cannot talk text or use the internet). We are “suspended” because the T-Mobile EQUIPMENT credit-process is “catching up” (their words) for the last 3 billing cycles. There apparently is an enormous volume of “turned-in” phones, with which, their warehouses are dealing. Customer Service rep’s words.

We are due EQUIPMENT credit for (4) iPhone 6S's that we turned in for “exchange-credit” against 4 iPhone XR’s. We have been, for 8 years, loyal customers, and as normal paid our $135 Monthly SERVICE bill. On Aug 4th paid, as usual our bill and this time our… “‘service” was “suspended on Aug 9th!!!  It has been 2 ½ months now since the T-Mobile trade-in program. The “fine print” in the promotion said UP-TO TWO (2) Billing Cycles. It has been THREE (3)!!!

I offered to T-Mobile pay my outstanding balance $2,996 (list price for the XR’s) MINUS the $2,400 (trade-in credit) for the (4) 6S’s …-or- a TOTAL of $596. They say that T-Mobile has a record of receiving (logging-in) all 4 full-paid off devices and they have been inspected, (by Sales and Cust. Care Management) and they are in very good condition, ... BUT… the warehouse has not logged them in as yet!!! “So, What” I asked??? To which Customer Care Supervisors respond “Sir, we DO NOT work in the warehouse!

In the meantime, T-Mobile is demanding $2,996 (..or $562 as part of the first “installment” of a Payment Plan” against the list purchase price of the (4) XR’s) in order to turn our “SERVICE” back on!!!! Later, (over the next few months) as their warehouse “catches-up” they will credit my account as trade-ins are recorded (not all at once I suspect) by the warehouse. Instead of acknowledging the $596 “NET” that we truly owe them for the EQUIPMENT, they “SUSPEND” our service!!! CRIMINAL !!!

We will pay the $596 that we owe for the EQUIPMENT! THAT is FAIR and agreed to. We will not pay $2,996 as part of a T-Mobile extortion scheme!

It is T-Mobile who are the de-facto thieves!!!! Taking money for SERVICES and NOT PROVIDING the SERVICE, for which we have paid, and not accounting for the $2,400 owed to us, for our property (4-6S’s) held hostage in their system-warehouse loading dock!