Submitted by: Anonymous | Post a complaint | Back to Complaints Forum
December 2018 my husband and I three way called T-Mobile customer support. We decided that he would get taken off of my account and get his own. Months beforehand an arguement arose between he and I of him getting a phone out on my account, I was told he was allowed to do so because I approved him to be a authorized user. Upon adding him as a authorized user it was not disclosed that he would have such such say to access my line of credit without my written signature. While three way calling I agreed to release him from my line and asked MULTIPLE times that the phone get switched to his account. I was told “yes, not a problem” every time from a woman with a heavy accent. With my understanding that my husband was getting his own line and taking his phone with him I released myself from the phone call. A month later I got a bill in the mail for $608. I called customer support over the last 6 months at least a dozen times trying to find out what to do. Each time I was told something different. I went into the local Spokane Valley store and verified my identity with Seth, upon being requested to. Seth tried to help and called customer service. He waited for a call back. The next month I received another bill from T-Mobile. I called and was told that I no longer could do anything about it because I switched to Metro PC and they could verify me, even though the time before I was told to go in with my ID, which I did. I then contacted Seth again. He reached out to his supervisors and relayed to me that I should have been told from the start that I couldn’t be helped. The amount of stress being told one thing one would happen, then another and me being the only one trying to find a solution has left me in panic many nights. I was told the phone would be transferred then told to remember my pin, next to go verify myself, and yet this bill for $608 went to collections with Amsher last week. I feel as though I have been wrongfully lied to on multiple occasions and dealing with this T-Mobile for half a year for the same issue has caused me mental anguish, as the financial struggle my family has already faced with. I am very dissapointed with T-Mobile and the under trained employees.
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