OVER CHARGING AND ROBBING THE MONEY WITH BOGUS INFORMATION

sisira

    OVER CHARGING AND ROBBING THE MONEY WITH BOGUS INFORMATION

    I CALLED T MOBIL  AND ASK ANY DEALS ON BLACK FRIDAY , THEN THEY SAID IF I CHANGE OVER TO SAMSUNG GALAXY 7 PLUS TO I PHONE PLUS THEY GIVE FREE PHONES . SO SAME DAY I PAID OFF THE SAMSONG GALAXY 7 EDGE PHONES I HAD AND ORDERED THE 4 I PHONES 7 PLUS AND GAVE MY CREDIT CARD NO FOR THEM TO CHARGE.

    AT THAT TIME THEY SAID THEY HAVE ONL3 3 PHONES AND THEY SAID THEY WILL SEND 3 AND OTHER ONE THEY SEND IT LATER. I AGREED.

    AFTER ONE WEEK I CALLED THEM AND SAID THAT I HAVE NOT RECEIVED THE PHONES, THEY SAID PAYMENT DID NOT GO THROUGH. I SAID I HAVE NO PROBLEM WITH MY CARD AND GAVE THE NUMBER AGAIN.

    AGAIN AFTER 1 WEEK I CALLED T MOBIL AND SAID I NEVER RECEIVED THE PHONE. THEN THEY SAID SAME STORY AGAIN SO AGAIN I GAVE MY CREDIT CARD NO

    AFTER I CALLED 3 TIMES AND FINELLY I RECEIVED THE PHONE ON DECEMBER 13 TH

    AS THEY (SO CALLED MANAGER ASHELY AND SO CALLED SUPERVISOR DJ) MENTION LATER I NEVER RECEIVED THE RETURN LABEL 

    AFTER RECEIVED THE PHONE I CALLED THE T MOBIL AND ASK THEM WHAT TO DO WITH OLD PHONE THEY SAID SINCE THIS WAS ON BLACK FRIDAY DEAL I CAN KEEP THE PHONE. THEN TO THE SAME LADY ON SAME TIME I SAID IF I KEEP THE PHONE SEND ME THE UN LOCK CODES AND SHE SEND ME THE E-MAIL  WITH UNLOCK CODES

    SO I KEEP QUITE AND I CHACK MY BILL ON 11 JANUARY I SAW THE BILL FOR $ 564.96. I WAS SHOCKED AND CALL T MOBIL THEN THEY TRANSFER TO SO MANY PEOPLE AND FINALLY MAN CALLED DJ INFORMED TO ME THAT MINE WAS NOT ON BLACK FRIDAY DEAL AND I HAVE TO RETURN THE  OLD PHONE WITH IN 30 DAYS .

    THEN I TALKED TO PERSON CALLED D J ON 01/11/2017 (WEDENSDAY) AND TOLD HIM NO BODY TOLD ME ON THAT AND STILL I HAVE A TIME TO RETURN AND PLEASE SEND ME THE RETURN LABEL THEN HE SAID KEEP THE PHONES TILL FRIDAY AND HE WILL GIVE ME A CALL ON FRIDAY THEN FRIDAY EVENING I CALLED HIM 2 TIMES SINCE I NEVER GOT THE CALL FROM HIM THEY SAID HE IS AT MEETING BOTH TIME

    THEN HE CALLED I WAS ON HOLD FOR 1 HOUR AND 15 MINUTES ME AND SAID HE CAN NOT DO ANYTHING I HAVE TO PAY FOR EVERYTHING

    AND AGAIN MANAGER CALLED ASHELY PUT ME ON HOLD FOR 28 MINUTES AND SAID SHE CAN NOT HELP AND I HAVE TO PAY FOR EVERYTHIMG

    AFTER GIVEN SO MANY CALLS ON THIS MATTER FROM BLACK FRIDAY TO JANUARY 13TH THAT IS THE ANSWER I GOT FROM THEM

    PREVIOUSLY SO MANY TIMES THEY INCREASE THE MONTHLY CHARGES FOR NO REASON AND ONCE AGAIN EVERY TIME I CALL THEM THEY CHANGE MY PLAIN AND SEND ME THE HIGH AMOUNTS OF BILLS WHEN I TALKED TO THEM THEY CHANGE THE BILL. SOMETIMES THEY HANG UP THE LINE AFTER LONG WAIT AND THY SAY WE HANG UP AND NEVER CALLED BACK

    I NEED TO KNOW HOW THIS HAPPEN AND THEY NEVER ANSWER FOR THAT I HAVE GIVEN BELOW THE TIME I TALKED TO T MOBIL.

    JUST FORGET ABOUT THE CUSTOMER SERVICE REPS WHEN YOU TALKED TO SUPERVISOR AND MANAGERS THEY EVEN GIVE THE CONTRADICT ANSWERS AND THAT SHOWS THAY ALSO DO NOT HAVE THE PROPER KNOLEDGE AND NOT TAKING ANU RESPONSIBILITY 

    Date

    Time

    Destination

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    Minutes

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    Charge

    11/16/2016

    1:35 PM

    Cust Care

    (800) 937-8997

    5

    Free Calls

    5

    minutes

    11/26/2016

    11:58 AM

    Cust Care

    (800) 937-8997

    31

    Free Calls

    31

    minutes

    11/27/2016

    5:41 PM

    Cust Care

    (800) 937-8997

    2

    Free Calls

    2

    minutes

    11/27/2016

    5:51 PM

    Cust Care

    (800) 937-8997

    41

    Free Calls

    41

    minutes

    11/27/2016

    6:31 PM

    Cust Care

    (800) 937-8997

    25

    Free Calls

    25

    minutes

    12/8/2016

    1:20 PM

    Cust Care

    (800) 937-8997

    19

    Free Calls

    19

    minutes

    12/15/2016

    7:55 PM

    Cust Care

    (800) 937-8997

    2

    Free Calls

    2

    minutes

    12/16/2016

    2:19 PM

    Cust Care

    (800) 937-8997

    17

    Free Calls

    17

    minutes

    12/18/2016

    10:50 PM

    Cust Care

    (800) 937-8997

    2

    Free Calls

    2

    minutes

    12/18/2016

    11:40 PM

    Cust Care

    (800) 937-8997

    21

    Free Calls

    21

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    12/19/2016

    4:52 PM

    Cust Care

    (800) 937-8997

    25

    Free Calls

    25

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    12/28/2016

    1:52 PM

    Cust Care

    (800) 937-8997

    14

    Free Calls

    14

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    1/11/2017

    7:14 PM

    Cust Care

    (800) 937-8997

    6

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    6

    minutes

    1/11/2017

    6:21 PM

    Cust Care

    (800) 937-8997

    2

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    2

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    1/11/2017

    6:04 PM

    Cust Care

    (800) 937-8997

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    1/11/2017

    4:50 PM

    Cust Care

    (800) 937-8997

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    75

    1 hour 14 minutes

    1/13/2017

    7:24 PM

    Cust Care

    (800) 937-8997

    4

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    1/13/2017

    5:35 PM

    Cust Care

    (800) 937-8997

    2

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    2

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    1/13/2017

    2:23 PM

    Cust Care

    (800) 937-8997

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    5

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    315

    minutes

    Incomming calls from T Mobil

    Date

    Time

    Destination

    Number

    Minutes

    Call Type

    Charge

    1/13/2017

    7:57 PM

    incoming

    T Mobil

    27

    --

    27

    minutes

    1/11/2017

    6:04 PM

    incoming

    T Mobil

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    16

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    1/11/2017

    6:22 PM

    incoming

    T Mobil

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    51

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    T

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      All replies

      • tmo_marissa

        Yikes sisira, I'm so sorry to read about this.  It sounds as though there was a lot of confusion about the promotion you were participating in, and we definitely respect the effort you put in to reaching out to ensure your eligibility.

        I double checked here - T-Mobile Offer Details > Prior Promotions > Promo Code TM28 for the Apple Black Friday promotion, and it looks like the terms definitely required a trade-in.  The great thing is that you needed to own the device you were trading in outright, and it sounds like you satisfied that requirement by paying your old phones off on the spot!  If I'm reading this correctly, it sounds like you still haven't sent the trade-in phones in.

        I'm sorry that this didn't go as smoothly as it should have for you.  I know you've spent plenty of time reaching out to Care over the phone, so I can understand that you are looking for assistance in a different format.  While we can and will forward your feedback about this experience, the Support Community is a user forum, so moderators here don't have the ability to access your account and take a closer look at what happened to your Trade-In labels.  Since you already put so much time into detailing everything that happened to date, I'd recommend that you Contact Us and work with T-Force, our social media support team - you can message us on Twitter or Facebook and copy and paste or link to what you've already outlined here.  In those social media channels we can securely verify your account and review the details there to see what happened and what can be done about this.  


        - Marissa