They absolutely can refund you, but they have a corporate policy of screwing over their customers. T-mobile's behavior on issues like this is either gross incompetence, in which case everyone in management should be immediately fired, or outright theft from their customers. They blame everything on their "system" as if a person didn't deliberately design the system to work that way. It's disgusting and unacceptable.
Call your credit card and do a chargeback, and block t-mobile from making any further charges on your account. There is no other way.
I trusted them in the beginning and thought they would do the refund-no idea they were this dishonest!
Thanks for coming to our Support Community to voice your frustration with the situation. I'm personally not a fan of having to repeat myself and it sounds like you've had to speak with more than one person to get a single phone ordered. I'm truly sorry we still haven't gotten this straightened out. Generally, you have two hours to cancel the order after it's placed unless the device is on backorder. Since it has been a few days from your original post, do you have any updates or are two phones still headed your way?
Greetings, magenta1690161. We just wanted to check in and see how everything's going. While it sounds like we were past the point of being able to cancel one of these orders, were we able to at least intercept one of the phones and complete a refund escalation for you? I hope you're not still having trouble with this, but we want to make sure our teams have taken any possible measures to provide you with a resolution. We appreciate the feedback about the order process and thank you for taking the time to let us know what happened. Please let us know how you're doing.
Just wanted to check in here to see how things are going. Please let us know if you still need assistance.
Believe it or not, we still have not gotten out money back. We have been on the phone sooooo many times. T-mobile representatives have told us multiple times that they are getting us our money back, first it would be refunded into our account---didnt happen. Next we would get a prepaid card in the mail...nothing (although they even said it was in the mail). I would switch companies but I think it will just delay getting back my money.
Today they promised it will be by Friday, I dont believe the lies anymore. I want to contact a lawyer.
My husband is tired of this, we have spent more time than the money is worth.
I have spent so much time on the phone. I'm exhausted!