My First T-Mobile Mishap

[PortPowerKS]

I checked my paperless bill yesterday just for (fit)s and giggles, when I saw that my bill, normally less than $160 for 2 lines and the stuff I have on my line, had shot to over $210..!!

I had called CSSC earlier cos my Dash's screen got punched in at SFO Airport back on Sunday and decided I needed to call about this impending bill.

Apparently, the T-Mo store I went to here in Topeka in February had removed my unlt'd Tmo to Tmo without my permission when I bought my Dash and extended my contract.. :mad:

The bill stayed about the same cos I figured the Net plan would make it that range. However, I was getting charged for calls I knew for a fact were from Tmo cust's, including my mom in CA who was the other line on my account!!

The rep I spoke with made sure that Unltd Tmo to Tmo was back on both lines and charges for the next bill to be pro-rated, and also got the $20 net plan so that saves me $10 in the future. However, she told me the she couldn't bring the $210 balance down to a corrected figure cos the bill was already "printed" out..

I just hope I get my replacement Dash from T-Mo/Asurion in one piece.. $110 deductible I had to pay, but at least they shipped it Friday, and already at the Topeka Distribution Centre this morning.. Not even a full 24 hrs. but DHL doesn't deliver on Saturdays..

*fingers crossed*
/rant

[Edward]

As far as the bill goes, they should immediately fix that so that you are not charged for the M2M.

[soultruth]

i work for t mobile customer care and i will say this discreetly..... its the unfortunate truth.... its the limitations of the system we use..... im so sorry that we couldnt do more....

[PortPowerKS]

I just won't go to that corp store again; I'll go to the one inside the mall about 2-3 long blocks away.. Of course, the corp store in question is where my g/f took her Dash back to get a different phone, they took out her SIM card but mysteriously lost the SIM card afterwards.. :(

[Ellen]

I just won't go to that corp store again; I'll go to the one inside the mall about 2-3 long blocks away.. Of course, the corp store in question is where my g/f took her Dash back to get a different phone, they took out her SIM card but mysteriously lost the SIM card afterwards.. :(

Sorry to hear about your mishap..... Did they at least give your g/f a free sim card to replace the one that they lost?

[PortPowerKS]

Sorry to hear about your mishap..... Did they at least give your g/f a free sim card to replace the one that they lost?

Yeah, but getting it on the right number was made an unnecessary hassle by the first rep on the call that might have been FOTB (Fresh Off the Training Boat).. She has 2 numbers and she specifically said which number the new SIM card was for, numerous times.

The new SIM card was for Phone line A, no changes to be made for line B. He took the new SIM card number and put it on line B, thus removing the existing SIM card info from line B. Eventually, it took a few reps and a couple sup's to finally correct it and my g/f was not exactly pleased about that incident.

She seriously considered joining VZW or "Vodafone America" as I nickname it. But then again, with the fact that there's 2 new Sidekicks coming forth, I think she may hold off.. She's a SK nut and given the lack of functionality compared to Smartphones, I kinda wonder why.. *shrug*

[gapboi954]

Im having a similar issue with mine also. I called customer care to downgrade from unlimited messages to 1000 and they took it off all together. But then they charged me for every text message i did from the beginning of the month. So they put the 1000 text messages back on and said that they back dated the feature so i would get charged for the overages. As of today the overage charges are still on my bill and that was five days ago. Ill call them in the morning. I love T-Mobile. ive been with them 4 years now and this is my first problem

[PortPowerKS]

I went to the Tmo store in question yesterday and the Asst. Manager pretty much had a "Oh well" attitude about the situation. She said I would have had 90 days to resolve the dispute..

But here's a question: How do you resolve something starting from February that you have no knowledge of until the following September?!?!?

She also told me that CSSC _could_ credit back the $50 in overages, but then they would charge me the $6.99 fee from February to September and would be even higher. Since I knew I would be going nowhere at this Tmo store, I went to the Tmo store in the mall about the Internet outage (which cleared up right after stepping into the store!), and called CSSC.

The rep I got explained to me that even though I wasn't being charged for the calls per se (because I wasn't going over), I also wasn't being charged for the fee. However, I went over this past billing cycle and since the plan was not on my account any more, the calls were charged as overage.

Basically, those months I went without the fee and I stayed under my minutes. Thus, the overage cancelled out those no-fee months. If I had gotten an explanation like this beforehand, I'd be less stressed out about it.

[luiboy]

I can relate to this issues...
I used to be on myfavs, which it S#ckd! Well I removed the myfavs and added 1000 + unl night/weekend for 39.99 and unl m2m...well Gues What..! They forgot to add unl m2m and I had a $36 overcharge. Somehow it was not notated in the notes. Backdating could not been done, man I was mad :mad: I guess "the cust its not always right".

[Alex]

Wow! I'm sorry to hear that you all have had to deal with these sorts of issues. It's truly a shame! Sometimes I will call up T-Mobile and get a great CSR and other times I'll get one that is terrible. However, I think that's common in any customer service type company.

[itsme]

What if you dispute it with your credit card company? They will likely take chargeback investigation from a card company than your complaint on 611.

Another resource is the Better Business Bureau. It worked well with MSN. Dad had an issue with getting charged the monthly access before they could even setup the line properly and we had to call in every month to ask for "bill credit" despite asking them to stop charging until service is available.

Filed a complaint through BBB and this non-sense stopped FAST.