Account suspended for payments

magenta2390742

    Hello,

    I am furious right now..I guess I just need to vent...

     

    I was trying to refill my prepaid account and the payments from 3 different cards didn't get authorized. I called the phone# given on the website and after more than 70 minutes on the phone, I was told that my account is suspended from making payments to it. The lady from support (she was the 5th I had to talk to) was very unfriendly and did not even explain why I can't make any payments. She was very hard to understand and she was talking about some old credit cards that I don't have anymore because I had 2 cases of identity theft  about 2 years ago. She was terrible...customer service at its worst.... During the 70 minutes call I asked if that call will come out of my minutes and I was told not to worry, it would NOT. Well guess what? I have more than 100 minutes less on my account than I had before the call. I am very upset at the moment and would like to know if anybody else had something like that ever happen with Tmobile and if there's anything I can do about?

     

    Thank you

      All replies

      • tmo_mike_c

        Re: Account suspended for payments

        This is certainly heartbreaking to hear and I wish this whole thing would have gone much better for you. We do wanna make sure you account is still active and minutes were taken care. We'd need to have our Care folks that do have account access to take care of this for you. Were you able to reach out to us again and get this taken care of? Please let us know.

        • tmo_amanda

          Re: Account suspended for payments

          Hey,magenta2390742 !

           

          I echo what Mike said and want to let you know that your call to Care shouldn't count against your minutes. I know your experiences with our Care team haven't been the best but we want to make sure your account has been straightened out. Has everything been taken care of now?

          • tmo_marissa

            Re: Account suspended for payments

            Hey there! Sorry if this is a bother, but we just wanted to check in and make sure you were able to work with Care or T-Force to get to the bottom of this. How are you doing?

            • magenta2390742

              Re: Account suspended for payments

              Hello,

              Sorry it took me so long to get back.

              My husband did call support on Friday and after fighting for more than an hour (this time on Google Voice to avoid another charge) I got about $12 back.

              The agent was arguing with him all the time, saying there was no 74 minute service call that I got charged for at all. He can't see it and there is no record whatsoever. I told him that I was watching the minutes going down on my tablet during the call, but he was persistent. I almost had a fit.....

              All of a sudden , after fighting for almost an hour, he said he has to talk to somebody and we should wait a minute. Well, after he came back, he was all apologetic and said he found it and yes, I did get charged wrongfully for the call. He offered to reimburse me 18 dollars and some cents  (why not the full amount I have no clue) and that point I would have taken anything just to get that finished. In the end, like I said, I got about $12 back. It was like the agent had to pay me back out of his own pocket, he was fighting tooth and nails over it. It was not a good experience at all. I am a long time T-Mobile customer, was with them already when I still lived in Austria and I never got such lousy customer support at all. I hope my case was just a "bad day" thing and not the normal way T-Mobile is doing there support now.

              Thanks to you guys on here for  your interest!!!

               

              Oh and the original cause for the incident, the denied payment, isn't fixed yet. I will have to call the charge back specialist on Monday. It had something to do with the stolen Credit Card info from 2 years ago

                • tmo_marissa

                  Re: Account suspended for payments

                  Whoa! Well, that's definitely feedback that we can forward. You should never be made to feel like you're fighting to be heard, I'm so sorry. Thank you for coming back to let us know!
                  As far as the card, that's really strange! I'm not sure how something from so long ago could impact your present account, but I'm super glad that you'll be working with someone tomorrow, and hopefully we can get to the bottom of it. On one hand, we want to protect our customers -- on the other, it sounds like this whole situation caused quite a negative experience. Please keep us posted, and thank you for coming back to update us!

                  • dragon1562

                    Re: Account suspended for payments

                    For the future I would try reaching out to the T-force team on social media like Twitter and Facebook. This way all conversations are logged both on their end and in your device. Its great for when bad experiences like this happen so that you can get the service you need should that arise. However, I will say that this whole ordeal overall seems really odd and I mean like really strange. I'm curious if you were ever able to get the solution you wanted though?

                    1 of 1 people found this helpful
                    • tmo_marissa

                      Re: Account suspended for payments

                      Hey there! Just wanted to see if you were able to reach out yesterday, and how things went!