I have been a customer with T-Mobile for many years, and lately I have been disappointed with current customer service received by phone specialist. I made a decision to transfer responsibility of plan to my husband, in August and things went down hill ever since. The whole transaction was not explained correctly from the beginning that I needed to sign each EIP in order for each equipment to be transferred to the new account. I Signed one and thought what I signed was for all equipment. Found out after $800 was auto-draft from my account that I only signed for the least expensive device. I called customer service and spoke with over 10 reps and manager that could not give me a honest answer to how can we fix this issue. I was given broken promises multiple times that I would receive a refund, that the new account information would be brought up to day showing that I don't owe a balance on equipment. Well that never happened and on top of that I received a bill for $588 for a cancellation fee for a phone that was not cancelled. Each time I call, there is no notes to be found that any of this has happened, so there is a breakdown of communication. How can I trust T-Mobile when the phone specialist tells you what you want to hear to get you off the phone. Each time a customer call for the same issue why isn't there any way for the next rep to pick up from that unresolved conversation. I have internet service with Verizon and there customer rep follows up with you directly by phone and email to ensure your issue has been resolved.
I need help with this issue that has been ongoing since August. I am told since the original account is closed there is no way to access the information. I have also been charged for Cell Spot that has already been returned. Last promise tonight was that I would receive a gift card in the mail to pay off for the cancellation fee. I decline because I know it's another broken promise. I don't want the money, I want charges drop and update the current account.