Being screwed on our billing

If you get one of those JD Power & Associates surveys this year, be sure to fill it out and accurately describe your customer service experience.

If you are out there MIKE SIEVERT I can only hope that this gets your attention!!

We are seniors that have Magenta plus and have been with T-Mobile for 7 years and our account has recently been messed up by T-Mobile unbelievably. Our bill has been paid in full and on time every single month for as long as we’ve had cell phones. Heck for as long as we’ve paying phone bills for nearly 50 years. I am sitting here now with no phone service through no fault of our own. The last week has been a nightmare and I could write a book over what I have been through and I have the text and e-mail messages to prove it.

Every month my bill is paid for through my credit union’s bill payer online and shows up as cash on my T-Mobile account. Nothing that I have done has changed but now my April and May bill show that my bill was paid by a Discover Card. We DON’T have a Discover Card. The first notice I had of this was when I noticed a text message saying my bill was paid. Not unusual but then the Discover thing caught my eye. I immediately called T-Mobile and told them about it to be nice. I figured I had already paid my bill through my checking account, I knew this was a mistake and was worried that someone else’s bill had been misdirected. Next thing I know I am in default and they are saying my payment had been reversed. To where? I am still trying to find that out.

I have proof that the April and May payments came out of my checking account and were sent to T-Mobile. I immediately start communicating with T-Mobile and the nightmare starts. I have spent hours. HOURS emailing and texting back and forth with customer service. I have proof that I have been promised REPEATEDLY that their TEAM was working on the issue and they would get back to me. I was told that my account was being put on hold while they were working on it. In the meantime I got constant phone calls leaving messages about setting up a payment plan. Of course you can’t press the options from a recorded message so I called them back. When I did I could not reach a human option and it only kept telling me to set up a payment plan. Why would I do that when I had already made my payment? Also I had been told my account was on hold and they would get back to me. Then they started telling me I not only owed the May payment but added fees.

This morning (a Sunday morning which limits what you can get done) bright and early they suspend my account. After not getting back to me after the numerous contacts I had with them. After telling me my account was on hold till this was straightened out.  AFTER me paying my bill on time and them losing it! I spent over 4 HOURS on the phone texting back and forth this morning finally in tears and shaking over this mess until I had a headache. NOTHING was accomplished.

They demanded repeatedly that if I wanted my service restored I will have to make a payment plan. I told them that with the way they had already mishandled my payment I could NOT give them more financial information to mess up my account further. I have done nothing but be an excellent customer who paid their bill on time and I have proof. Somebody at T-Mobile has screwed up and I have jumped through hoops filling out missing payment forms, spending HOURS of my time in communication with them and doing anything else they required of me. I will not give them more of my financial information though by setting up a payment plan to cause me more problems.

Apparently T-Mobile has no one in authority to deal with a situation like this. Not even teams of so-called associates that never get back to you. Now I have been horrified researching T-Mobile reviews and from what I have experienced this last week I know the reviews are accurate. I can’t believe that the CEO at T-Mobile would want his parents treated like this or anyone for that matter.  We have been loyal customers and this experience has been disturbing to say the least. I have asked them repeatedly what happened to my April and May payment and so far no one can tell me anything. And here we are with no phone service. If we have an emergency we have no way to call 911. Scary. And the associate I talked to today said I cannot get cell phone service from anyone else until I set up a payment plan and pay them off. The problem is still that I HAVE paid them in full and my next payment is not due for weeks. Kinda sounds like I scam but I would expect more from a major business like T-Mobile. Sad. Very sad. 

Try getting a plan w 2 lines the third free charging u all year for it then when u complain they try n get u to  cancel . My bill is 600 now it's absolutely sad when they cut it off u can't even call customer service if u don't have a wifi connection and thwy are unwilling to credit the acct from month one only a few months iam fed up . Then I'm googlikg this bec I lost my job I'm in a tough situation there's site saying ur tmobile bill should look like this ..400.00 bills we help pay them sign up 14.99 month and then pay us every other week

 I believe this is a evil manipulation plan to screw us over .

will be filling a complaint with the FCC, BBB, and Consumer Affairs.  i was lied to and am being charged for phones that were supposed to be free. 

All,

Here is the link to FCC, Please file a complain

FCC Complaints

Kerryinbcnv wrote:

When we first signed up with T-Mobile we got the Megenta55+ plan which was $35.00 per line and we qualified for the free phones. We also signed up for auto pay so our bill was $70 a month. Some how our monthly payments got jacked up to $180 a month. WTF? Is that how T-Mobile does business? Telling us that our bill will only be $70 a month and since we're doing the auto payment they tack on additional costs without letting us know? This kinda piss me off!! Can anyone tell me why this bull**** is happening? 

WELCOME TO T-MOBILE WORLD

i am now dealing with the same thing.  being charged for items i never agreed to.  Will be on the phone today. Bill was supposed to be $120.  instead i get hit with $331 and $254.  Bunch of lying crooks.  i am pissed.  

CC# Better Business Bureau, FCC, FTC, Secretary of State Delaware, Secretary of State Illinois, T-Mobile Customer Service, T-Mobile Integrity Line

Dear Customer Service Ethics and Compliance. I have attempted reaching out to your customer service line twice to resolve an Ethical and Compliance issue, beginning on July 17th. My initial problem was that when I signed up for my initial contract earlier this year at the T-Mobile department store, the store representative was predatory and didn't adequately explain the terms of the agreement. Nor did he adequately disclose the added add on's to the account and obtain my consent to include the additional charges. When I went online to understand, the Bill wasn't visible to me as the original repetitive didn't have me as the primary account number. This could be considered criminal fraud in the spirit of the law or based on T-Mobile's published Core principles.

Additionally, the original contract that your representative entered into me was also fraudulent. When I correctly called customer service on July 17th, 2022. The customer service representative earnestly advised me that they would resolve my issue. Unfortunately, I still haven't had a resolution after two days and nearly 3 hours on the mobile phone. In notable addition, I cannot examine my Bill nor even view my account number to adequately understand or review what your billing team is attempting to charge me. I have brought this issue up multiple times to your customer service representatives, yet to retaliate, they have either put me on extended hold, hung up the phone on me, refused to answer it, or have blatantly lied on it. Regarding whether they are managers or supervisors, when I have tried resolving the fraud and error on the initial contract or my current Bill.

I am exploring my lawful rights and have documented my recent experiences with this matter. I will be carefully filling multiple Federal, State, Local, and potentially criminal complaints against T-Mobile based on this unique experience.

Please compel someone who is a manager to reach out to me and attempt to assist with this issue as this customer experience was a disaster. T-Mobile US Inc.'s completed merger with Sprint Corp. was supposed to create a supercharged wireless competitor promoting innovations, lowering prices and staying true to its core principle -- standing up for customers. Instead, in recent times, it's been falling. Mergers are rarely easy, and complications from the pandemic compound the situation. But beyond those challenges, something very off-brand is invariably happening at T-Mobile. At a considerable time when industry growth is slowing, and price wars are consistently starting to break out, T-Mobile miraculously appears to be neglecting one of its competitive edges.

I have repeatedly asked to speak to the manager; however, your team has retaliated against me for expressing my FRAUD concerns with them on the phone. As a result, I have been hung up on no less they three times.

I had the same happen to me! They sent me a bill for 104.00 was supposed to credit back my account and never did and then turned around and charged me for auto pay too!