Very poor customer service at T-Mobile

[jet1000]

I know it is probably too late for you but handling your money, looking at your bills, paying your bills is your responsibility.

It sounds like you are saying that corporations have no responsibility to make good when they steal money from customers? Are you an advocate for this type of corporate behavior?

[sammeedog]

I have that insurance on my phone. My paper bill shows it in one of the misc. unknown sections. It shows it online correctly. I had this problem with Verizon on a landline. Charging me a long distance service on a teen line that they were charging me to lock long distance out of. It showed nowhere on the paperbill. Didn't find it til over 6 months later on the online bill when I signed up. They wouldn't take the charges off, that was when I told them to disconnect my service immediately and never looked back. But I did learn to check my bills for the least price discrepancy. Yes, you shouldn't have to, but the reality is you must if you don't want to get ripped off.

[richrf]

T-Mobile gave "slimy associate" the authority to do that. So T-Mobile needs to take responsibility when someone that they gave authority to do the action does something without the customer permission. If T-Mobile can't provide the proof that the customer authorized the action, then T-Mobile needs to refund ALL of the money. It doesn't matter when it was caught.

T-Mobile has zero authority to add unauthorized charges to someone's account. None. It's illegal. The only reason that they did not refund the unauthorized charges is they are greedy and want to pad their bottom line. They know that it isn't worth it to the customer to take legal action to remedy the wrong. So they'll just keep their ill gotten gains.

The OP is correct to take their business elsewhere. T-Mobile's once great customer service has continued to decline and decline. T-Mobile continues to chase away good customers as illustrated by this example. It's ridiculous.

Yes, I agree. This is the way T-Mobile does business. It has happened to me twice and it has happened to others (can be viewed on their own forum). If T-Mobile was at all interested in changing its practices, it would have a direct way of reporting such incidences and to notify customers of outcomes. Not only do they not provide such a process, but they have done just the opposite. They have made it impossible to directly contact any representative who may have authority to investigate. Why have they set up such barriers between customers and responsible authorities within T-Mobile? This is the question customers should ask? No where have I experienced such absolute barriers. Not even Comcast.

[richrf]

Yes, sorry to tell you and I know it is probably too late for you but handling your money, looking at your bills, paying your bills is your responsibility. If you can't handle it, get someone who can.

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This is tantamount to saying that it is my responsibility to check my pocket for money everyone time someone pickpockets me. If I don't, the money is theirs. I think you value system is much different than mine but it suggests one reason why T-Mobile believes it can continue its practices. They can always depend upon apologists such as yourself to stand up for their unethical approach to business. And it is not just T-Mobile.

[richrf]

Funny. I call T-Mobile last month to tell them to block data from one of my lines cause I noticed a charge and it must have been accidental. The rep immediately says she will refund the charges. I say, "you don't have to refund me, the internet was accessed, I should've paid better attention to who was using it" she proceeds to say that I'm a valued customer, so she'll take the charges off anyway. I've always had good experiences with their cs. I think its cause I show whomever I'm talking to respect.

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Am I to understand that I am suppose to be respectful of those who have taken money from my account (via direct transfer) without my permission. I think I will reserve my respect for those who have earned it.

[richrf]

It sounds like you are saying that corporations have no responsibility to make good when they steal money from customers? Are you an advocate for this type of corporate behavior?

This is precisely the point. T-Mobile transferred money into their account without any authorization (they have not shown any such proof because there isn't any). Now, because they have been able to get away with it, they want to keep the money and clearly there are many people in our society who not only excuse this kind of unethical practice but actually support it.

[richrf]

I have that insurance on my phone. My paper bill shows it in one of the misc. unknown sections. It shows it online correctly. I had this problem with Verizon on a landline. Charging me a long distance service on a teen line that they were charging me to lock long distance out of. It showed nowhere on the paperbill. Didn't find it til over 6 months later on the online bill when I signed up. They wouldn't take the charges off, that was when I told them to disconnect my service immediately and never looked back. But I did learn to check my bills for the least price discrepancy. Yes, you shouldn't have to, but the reality is you must if you don't want to get ripped off.

Unfortunately, I am in full agreement. Never were there such practices tolerated until possibly the last ten or fifteen years or so. Nowadays, there are a bunch of unethical marketing MBAs, who are given hundreds of thousands of dollars in salaries, just to dream up ways to scam their customers. They are always dreaming of new ways to slam and the public has to keep up with them. It is the way they make money. That is why I posted so that other people are aware. My situation is not unique.

[Steveanderson13]

This is tantamount to saying that it is my responsibility to check my pocket for money everyone time someone pickpockets me. If I don't, the money is theirs.

You are clueless, irresponsible, and helpless. Good luck. Bring jet with you, he may save you.



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[richrf]

You are clueless, irresponsible, and helpless. Good luck. Bring jet with you, he may save you.



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Hardly clueless. I am very much aware of how businesses such as T-mobile (and others) work nowadays. Always looking for ways to pick the pockets of their customers. Maybe it is small print. Maybe it is some added fees. Maybe it is teaching store people how to slam their customers (slamming is an old practice in the telephony business). Maybe it is setting up systems in such a way that customers don't know what is happening. There are many ways to pilfer money and then set up so many barriers so that customers cannot get the money back: e.g. a customer care center that is almost impossible to get to; a customer relations department that does not accept in-bound calls; a rule that no more than two months can be refunded, etc. These are the marks of an unethical company. An ethical company is set up in a completely different manner.

What is most unfortunate is the the people who run T-Mobile (our friends at the top). the people who design these policies, don't really care what happens to customers or the company. They just rake in as much money as quickly as possible and let everything else fall as it may.

[Steveanderson13]

Hardly clueless. I am very much aware of how businesses such as T-mobile (and others) work nowadays.

You're not even aware of your own bill OR bank account OR ACH payments.


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[richrf]

You're not even aware of your own bill OR bank account OR ACH payments.


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Exactly what a pickpocket might say. "Your fault for letting me in your pocket".

My guess is that the reason you endorse such practices is because they are part of your value system, i.e. blame the person who allowed himself to be robbed. BTW, you are not alone in today's world. I am sure there are many people in T-Mobile product strategies that will agree with you. Many. Your value system exemplifies the attitude that T-Mobile no doubt propagates among its workforce employees.

[MasonDoctorJT]

Am I to understand that I am suppose to be respectful of those who have taken money from my account (via direct transfer) without my permission. I think I will reserve my respect for those who have earned it.

So how is that attitude working out for you? Oh, wait, I read your op. Not so good. First of all the AAA discount does exist, I know cause I have it. I just changed plans last year and they applied it. Second of all, if someone called me and said they didn't get insurance 6 months later, I will not believe them. I mean 6 months before you notice? Really? Your're lucky to get 2 months credited. When are people going to stay taking responsibility for things. In short, mistakes are made by companies, and individuals. The only way to verify the facts are to stay on top if your own bills.

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[richrf]

So how is that attitude working out for you? Oh, wait, I read your op. Not so good. First of all the AAA discount does exist, I know cause I have it. I just changed plans last year and they applied it. Second of all, if someone called me and said they didn't get insurance 6 months later, I will not believe them. I mean 6 months before you notice? Really? Your're lucky to get 2 months credited. When are people going to stay taking responsibility for things. In short, mistakes are made by companies, and individuals. The only way to verify the facts are to stay on top if your own bills.

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You really should apply for a job at T-Mobile. You would fit in just fine.

At the time I applied, there was no AAA discount. You can make excuses as much as you want for T-mobile on this forum and their own. It is your value system to respect and sympathize with those who take money without authorization. This is your way of looking at life not mine. If it is serving you well, so be it. I choose not to embrace these values.

If they have any documentation that I ever authorized such a service, they should show it to me. If they have any question, they should send it to a department to investigate. This is how a legitimate business would act.

I don't have to take responsibility for T-mobile's unethical behavior. It is up to them to either run an ethical business or to embrace the kind of business ethics that you supporting.

It is an interesting game they are playing. They take the money (via a computer) and wait and see if they are caught. If they are not caught within two months they keep the money. And they keep taking the money until they are caught. In is a very perverse way of dealing with customers and running a business. One, that I surmise you wholeheartedly endorse.

As I said, my cases are far from unique. There are many others reporting the same problem. The customer care representative was not at all surprised. She had the ready answer, i.e. you are entitled to 2 months refund, we keep the rest. Nice game they are playing. "Two months and we keep". Anyone else wish to play?

[Kies]

Check your bill, log on to my.t-mobile.com because it lists all account changes on the right hand side. Furthermore if the automated system is hanging up on you it's because you're asking for a rep without giving a reason or you aren't speaking clearly. There's not much that we can do here. I make sure my account is 100% after any changes are made and if it's not I call back until it is. You DID have insurance for 6 months whether you needed it or not. You don't get refunds on insurance premiums, and I'm sure the rep that offered that to you was just trying to be nice.

[richrf]

Check your bill, log on to my.t-mobile.com because it lists all account changes on the right hand side. Furthermore if the automated system is hanging up on you it's because you're asking for a rep without giving a reason or you aren't speaking clearly. There's not much that we can do here. I make sure my account is 100% after any changes are made and if it's not I call back until it is. You DID have insurance for 6 months whether you needed it or not. You don't get refunds on insurance premiums, and I'm sure the rep that offered that to you was just trying to be nice.

If an insurance company did with T-mobile did they would either refund the money immediately or they would be hung out to dry by the State Insurance Board that regulates the industry. This is blatantly illegal behavior. T-mobile gets away with it because it is too small of an amount to take to court - even small claims. But without any authorization they would lose any hearing immediately - arbitration or otherwise. I have reported them to the BBB as have tens of thousands of others.

For those who are reading this thread and want to better understand T-mobiles practices, I invite everyone to read the Better Business Bureau ratings.

T-mobile has had a whopping 30,000 complaints (it is incredible that they are still in business) and has a rating of D rating (F to A+) with the BBB.

http://www.bbb.org/western-washingto...ue-wa-27026359

and compare them to Verizon. Verizon has had about 2000 complaints and is rated A+ by the BBB.

http://www.bbb.org/new-york-city/bus...ew-york-ny-411

30,000 complaints for T-mobile vs. 2000 for Verizon. D+ for T-mobile vs. A+ for Verizon. Anyone still wish to defend T-mobile's business practices??

It is impossible for a company to survive with this level of customer satisfaction in such a competitive industry. Impossible.