Submitted by: Anonymous | Post a complaint | Back to Complaints Forum
For over a year I’ve been going back and forth with T-Mobile about an escalated bill and complaining about a larger than normal bill. After many attempts / requests to T-mobile on why my bill was so High, I finally spoke with a representative who confirmed my suspicions. The rep informed me that I’d been paying for a phone that I “didn’t have”. To make matters worse I’d been paying this additional fee for over a year. I contacted T-mobile and spoke with Customer Serv Rep Timothy (employee # 124719) I spoke with him on June 7th at approx 11:30a. He confirmed I’d been paying the fee for over a year and requested that I go to T-mobile on Bissonnet to confirm the phone had been returned, and pay the bill. I insisted I wouldn’t pay the bill until the approximately $30 fee had been removed. It was removed (Reluctantly). I paid the bill when Timothy called back he informed me a credit would be issued in about a week. I immediately informed Timothy that I didn’t want a credit but I wanted a check. After a circular conversation for a few minutes, he informed me that I would receive a check in about a week or shortly thereafter. When the time had passed I re-called T-mobile and spoke with Victoria, she informed me they we’re working on it and she noticed my upcoming July bill was re-billed with the fee I’ve been trying to get rid of. She stated she would take it off, I haven’t verified it yet and took her word for it. On June 27th after still not receiving the refund I re-contacted T-Mobile. I didn’t remember the name of the Rep. because I’d asked to speak with a Supv after he informed me I’d be receiving a credit to my bill. I informed him that I will not accept a credit, I want a check. The Supv I spoke with Maricela (Employee # 1247850) she informed me that policy dictates that they return the credit to the account FIRST and then and only then will a check be issued. I informed her this seems like an un-necessary additional step, but this was policy. I asked her to send me a copy of the policy she said she would send, which I’ve yet to receive via e-mail. I informed her I was TOTALLY dissatisfied with that process because I believe (even though they said to the contrary) they are planning on NOT sending me a check, even though they’ve used my money for a year.
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