T-Mobile Complaint - Very disappointed in T-Mobile after being with them for 5 years
KELLEY SPINDLE - CONSUMER RELATIONS COORDINATOR -- My Family and I have been with T-Mobile for over 5 years and have had relatively good service with them - up until recently. It seems like they have outsourced their customer service or something. Anyway, in June we bought our daughter a My touch that did not work, so they sent us another one and we sent the other one back to the address they gave us. On July 15, 2010 I made a payment of 450.00 that included the new phone. July 18th they turned our service off. I called, and they said that the payment was not made of 450.00 and they did not receive the other phone back so they said we owed at that point about 1,000.00. I told them I sent the phone back and I made the payment. They showed no payment and my bank showed no money coming out of my account. I figured the guy taking my payment just messed up. I made the payment again on July 18th and put in a trace for the phone. July 19th two payments came out for 450.00 each. I called them again on July 21st and they said they only show one payment. I faxed them my bank statement and they said it would take 5 business days to put the money back into our account. Then they found the other payment and applied it to our bill for the other phone without our permission saying that they can't do anything about it until they find the phone. Basically they lost the phone, and applied the double payment to the lost phone without our permission. We don't have the phone that we "paid" for. Not to mention that our bank account went into overdraft because that money was for our electric bill and food.
They were supposed to call me back yesterday July 26th on the status of finding the phone in the warehouse. Of course they did not. What can I do at this point? If I change companies they will charge us an early termination fee on 4 accounts. So frustrating that the little guy has no say against giant corporations. DON'T USE T-MOBILE.
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