Payment taken out Twice, 7 days apart

magenta4515338 Jul 20, 2018 11:36 AM

Member Since: Mar 29, 2018

I just had my Phone Bill come out twice. It came out the first time on the 13th (which my bill inst due until the 16th), then it came out again today and left a credit on my account. I'm the type of person that lives paycheck to paycheck. I have other bills that I need to pay today that include student loans and my son's daycare, which I can not pay now. When I called and spoke to someone name Shawn and let him know what happened, he placed me on a brief hold and then told me it would be credited to my bank withing 5-7 business days. WHAT? I told him I could not wait that long and he ended up getting rude with me. This is unfair, I am not set up on auto pay, my bill was not late. Now I will have to pay an overdraft fee on my bank account (which I do not have the means to do so) and not be able to pay the bills that I normally do. I have been a customer for so long and never have had this issue. This really upsets me, things like this issue is the reason I left other phone company's in the past. Has anyone dealt with this? and if so, is there a faster way to get my money back?

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Re: Payment taken out Twice, 7 days apart

lmaocean Jul 20, 2018 1:49 PM (in response to magenta4515338)

Member Since: Jan 17, 2018
Oh No!

I understand your frustration when billing went out TWICE!

Unfortunately, because I am not a T-Mobile rep, I cannot help you about billing. I would need access to your account for me to help further.

What I recommend you do, is call T-Mobile reps, 611 from your T-Mobile phone, and tell them that this issue should be escalated. Also, tmo_amanda might be able to help you! She's a community manager and have more resources and knowledge.

Im truly sorry to hear that you are having such a difficult time with T-Mobile, I personally never had a problem, and would defnately like to help out as much as I can, so please let me know what happened next.

Thanks!
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Re: Payment taken out Twice, 7 days apart

tmo_chris Jul 23, 2018 11:45 AM (in response to magenta4515338)

Member Since: Nov 19, 2011
Hey there! I am so sorry to hear that you had to go through this! This is something we can definitely look into and resolve for you. Have you had a chance to contact us yet?
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- Re: Payment taken out Twice, 7 days apart
  
  magenta4515338 Jul 24, 2018 12:53 PM (in response to tmo_chris)
  
  Member Since: Mar 29, 2018
  
  Yes, I have contacted T-mobile twice. It has been 3 (billing) days and still nothing.
  
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  - Re: Payment taken out Twice, 7 days apart
    
    tmo_chris Jul 24, 2018 2:38 PM (in response to magenta4515338)
    
    Member Since: Nov 19, 2011
    
    What was the resolution when you spoke with our care teams? Did they say they were processing a refund and that it would take 3 business days for you to get your money back?
    
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Re: Payment taken out Twice, 7 days apart

tmo_mike_c Jul 26, 2018 7:51 AM (in response to magenta4515338)

Member Since: Jun 25, 2012
Hi.
Just checking to see if our Care team mentioned what the next steps were to get this taken care of. Please keep us updated. Thanks.
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Re: Payment taken out Twice, 7 days apart

tmo_mike_c Jul 30, 2018 8:21 AM (in response to magenta4515338)

Member Since: Jun 25, 2012
Hey there again. Please let us know if you've reached out to our Care team to get this resolved. Thanks.
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- Re: Payment taken out Twice, 7 days apart
  
  magenta4515338 Dec 4, 2018 8:04 AM (in response to tmo_mike_c)
  
  Member Since: Mar 29, 2018
  
  yes this was taken care of, but unfortunately I have another issue that I just posted about.
  
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