T-Mobile Complaint - He pressed REFUND - Customer service/billing
10583, NEW YORK -- A couple of weeks my dad got a text message from TMobile stating that his bill was overdue and that he should pay it before service is interrupted. A couple of hours later, service was cut. My dad doesn't speak English very well, so I called customer service for him and spoke to an agent and paid the $150 that was owed with his checkcard. Phone service was reactivated and all was well....
That is, until the day before yesterday. I come home from work and my dad is complaining again about how he is getting texts from TMobile asking for $150 and that service was cut again. So I called the company again to get an explanation. After a bunch of messages by the automated system, I finally got a person on the line. Before she asks me for the reason I called, she gives me 3 options for paying the bill. I tell her, "Excuse me, I'm not calling to pay a bill, I called to inquire about a bill."
So I tell her about how my dad had paid the $150 about 2 weeks ago, and asked her why he was being billed again. She has no idea what I was talking about, so she tells me that she's going to do a search and get back to me.
After about 5 minutes of holding, she finally takes me off hold and tells me the reason.
"Well, it looks as though the customer service representative you had spoken with hit the REFUND button instead of processing your payment. So the payment you made the last time was refunded back to you the day after you had paid it. If you'd like, you can pay the bill now and your service will be restored."
No apology, no nothing. I asked her why TMobile couldn't give us a courtesy call or text message to inform us about THEIR mistake. She had absolutley no explanation.
In the end I paid the bill again and made sure that if the refund had not processed in my dad's checking account, that he would get his money back. Got her name and the payment confirmation number.
I know that mistakes can be made here and there, but if the representative I had spoken to the first time realized his mistake, he SHOULD have informed someone about HIS ERROR. I find this quite IRRESPONSIBLE and UNPROFESSIONAL for a large company such as TMobile to not own up to their own mistakes.
A simple apology would have been nice.