T-MOBILE Complaint - T-MOBILE CHARGES
January this year I requested a replacement for my defective cell phone from T-mobile. I thought it will be easy but..oh boy oh boy...I called T-Mobile to check the status after few days and they told they shipped it out January 7 using DHL. After few days I still have not receive the replacement cell phone so I called back. T-Mobile told me that it was already received and I ask who and they told it was received at the closest Postal Office in my area. When I checked the tracking number it showed that it was delivered to a postal office 30 miles away from me. What they told me to do was to go to that location and pick it upi from there which I did but there was no mail at that postal office for me. I called almost every day about the replacement unit coz I am getting tired of using the one I had. Every time I call they would tell me that they will trace the package and they will call me back within 24 to 48 hours but that never happen. Then one day when I called they told me that I used the replacement cell phone that they sent me! I was in shocked! I waited so long to get the replacement and wasted time calling them about it and then suddenly they will accused me that I am using the cell phone? Then the next time I called they told me that the information I received from the last time I called was wrong and that no one used the replacement cell phone but they will trace it again. Then I called again after not hearing from them and they told me again that I used the cell phone once on Jan 12 and that they have a device that can trace the unit. They told me this (that I used it Jan 12) after weeks of me calling and calling. I asked them if they can provide me a proof of delivery about the unit they cannot provide me anything. They cannot show me any proof. Now the worst part of it, they charged my account for $214.34 for NOTHING! Last week I called again and asked what I should do to get the charge off of my account and the lady I spoke to told me that I have to send the cell phone back. I did not receive the replacement cell phone I told her and she told me that its the only they can take out the charges on my account. And I made a decision, I asked her if I send my original cell will I get full credit and she yes. She told me that once they receive the phone they will credit me right away and the credit will show on the next statement. She knew how long the issue was and she knew that it was over 45 days already but still she told do go ahead and ship the cell phone to them and she made sure that I will get full credit and she gave me the address where to ship it to. I cannot use my old phone anyway so I decided to send it to them without expecting any replacement just to get this charges out of my account and just to get over this once and for all. I already wasted to much time on this and its taking a toll on me now. Then I called again to check the status of my credit and they told me that I will not get a credit back and that they will send the cell phone that I sent back to me. I was really furious but I kept my composure. I explain to them what they told me the last time thats why I went and sent my own ohone to them. I told them I was instructed to do it even though its over 40 days. I should not done that becuase I never got the cell phone they sent me but still I did that because I am sick and tired of dealing with unprofessional representatives and supervisors and I dont want to ruin my credit. And now this again, story change. They told me that I cannot do that. But I told them that I have no way of doing that if I wasn't instructed. And I asked them whats the difference between the policy of one week ago to the policy today and whats the difference between him and her policy. They cannot get things straight and if they cant they will charge you.
They said that the restocking fee was for the cellphone I did not get. I did not receive the cell phone they sent me but they still they charged my account. I asked for proof of delivery they cannot provide it, the only thing they told me, it was delivered to a post office 30 miles away from me, they said I used it but when I asked for proof they cannot provide any. During transit the cell phone got lost, instead of making DHL or post office to pay for it they charged me and when I complain they said I used it once. Call them about this they will always ask you "Is there anything I can help you with?" they don't want to talk about it anymore becuase they know they made a mistake charging my account but they wont credit me back coz it will be their loss. I emailed the customer service twice during this whole ordeal but I never got any response.
Their story since the beginning kept on changing. Different customer rep, different story. At then end they got tired of me calling and calling they charged me. They cannot accept the loss, they think someone has to pay and they think that I should pay. They were afraid to loss a cell phone but not a customer. Now here I am trying to please them to get that charge off of my account instead of them pleasing the customer. If you think this will not happen to you with T-Mobile? I thought that way too before. While you have chance don't sign up with T-Mobile. Save your self some head ache. Once you sign up, you're DEAD!