T-Mobile Complaint - No refund after the phone returned for exchange was received by T-mobile
You were not aware of the problem when T-mobile charged your account $421.59 for a phone not returned in their expected time-frame. Then you checked with T-mobile and found out whom in your family caused that and made best effort to make that person return that phone. However, T-mobile didn't acknowledge the receipt of the phone till 3 month later, then they will tell you "yes, the phone was received but sorry, no refurnd".
Going back further, the phone was obtained by your family member from a T-mobile store without your authorization. So you ended up holding a phone with two contracts since he was pursuited by the store to turn a still on contract phone into a new phone.
That is a true story happened to me, except for that the family member is an ex-employee of my business. Here is the details:
In Nov. 2009, When I noticed that my business account were charged for $421.59 for the BlackBerry phone they didn't receive as the return from an exchange, I called T-mobile to check up the case and arranged the return of the phone by the holder (one of ex-employee of my business). After that, I called T-moble three times to check over the recept of the return. Only in the call on 4/5/2010 I was told that they have received it in Jan. However, I was refused to have the refund for the return. They also refused to send the returned phone back as an alternative since the charge has already been paid. The email to confirm that they have got the returned phone was also not received. The manager I talked with is named Amy. She promised to send me that email within 24hrs after the conversation.
Called T-mobile again today (8:30 AM 4/10/2010). This time was with an agent at cancellation department. She stays with the same answer as I got from Amy.
What is more, the phone was obtained by the ex-employee from a T-mobile authorized store without my permission and the exchange happened without my acknowledgement. It was a phone of few months' old which needed a little fix to the power socket then turned into a new phone with a 2 new two-years contract (so then we got two contracts for that one phone). That ex-employee explained that the store persuited him into the deal without letting him knowing the whole situation. Though the store manager made apology for the mistake, T-mobile should share at least part of responsibility to allow that happen. The worse part is that the agent I talked with today tried to turn me away to the store, even for this refunding issue.