All 10 months I've been a customer, my bill has been wrong.
- Member Since: Dec 1, 2016
I've also sent the following (with a little bit of extra info to identify my account) as an email to John Legere. I'm hoping that posting here could result in a faster resolution
For months my bills have been different every month and always significantly ($100 or more) than what is expected. In fact if i'm not mistaken, it has never been correct since starting with t-mobile in Sept 2016.
I've spent numerous hours talking and chatting with customer service. I've twice spent more than 2 hours traveling round trip to the store where I added some lines because I was told they could fix it. Based on my notes I've used more than $1800 of my time at my normal hourly rate at work (multiple dozens of hours).
I've been told many times that the problem was now fixed. I've received text messages from people it was "escalated" to saying it was fixed. Every time the next bill comes, and still the problem has not been fixed. I no longer have the time to try and explain it to customer service agents.
I asked for an email or mailing address where I could explain in writing, but was told nothing is available.
Some background information
what I expect my bill to be:
...6449 (Sam S7)
$70 first line on T-Mobile One
$26.49 Device installment fee
...6288 (Sam S7)
$50 second line on T-Mobile One
No device fee after bill credit (Galaxy S7 Buy one-Get one promo, Nov 12, 2016)
...1790 (LG K10)
$20 third line on T-Mobile One
No device fee after bill credit (K10 promo pricing)
...4300 (Sam TabE)
Free fourth line on T-Mobile One
No device fee after bill credit (Tab E promo pricing)
...4056 (Gear S3)
Free 5th line on T-Mobile One (Magenta Friday add 2 lines promo)
$15.42 device installment fee
...4842
Free 6th line on T-Mobile One (Magenta Friday add 2 lines promo)
sim card only, No device fee / BYOD
totals: $181.91 + taxes and fees
Multiple times I have been told this is correct by agents, but the bill still doesn't reflect it.
other issues:
- I wasn't able to add the free "One Plus" to my lines during the promotion because I couldn't make changes when there were past due amounts (it gave me an error when I tried in the T-Mobile app). If possible I would like this.
- I was told I couldn't get the "no taxes and fees" service, but i didn't feel it was explained why. Obviously I would like this if it were to save me money.
- Auto pay was turned off by one the first customer service agents I spoke with so it wouldn't try and charge my account the over-billed amount. As the bill has never gone back to the correct amount, autopay has never been put back on. Because of the reason it was removed, I feel I should still receive the discount.
- Reconnection fees may be charged, but shouldn't be. We have been paying what the bill should be each month so there shouldn't be any past due to cause a suspension.
