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Wow! I understand this is very serious and we need to make sure this gets resolved. I'm sorry you've called and haven't gotten a call back from someone. This is something we'll need account access. Have tried reaching our T-Force team? We wanna make sure this is taken care of and I'm sure they can. You can get in touch with them using the Facebook or Twitter links in my badge or on our Contact Us page.
On June 4, 2018 my checking account was fraudently accessed. I learned of the fraud when I phoned my bank after an online seller of televisions called to see if I had ordered a tv; I hadn't. Had it not been for that call, my account would have been wiped out. T-Mobile, until yesterday, was getting auto pay through my bank debit card. They are the only company with access to the three digit code so this points to employee fraud. Their customer service people refused to connect me to the fraud department, saying they will refer it. There is no indication that it was actually done.
You are not alone and I don't suspect I am either.
No one appears to care.
I got the same canned email response Magenta got. No, I am not using FB or Twitter to resolve this. That's what I thought My T-Mobile was supposed to be for. This isn't looking good. What is this mysterious T-Force anyway? Give us a phone number, please.