Cell phone company (tmobile)
this is long and drawn out, but for the last few days I have had some serious issues with T-Mobile. I usually praise them because of customer service was almost always good. I have had them since Jan or Feb of 04. That is until this week, they will be dropped in the next couple of days more than likely.
anyway here is the story, this is an email I sent to them yesterday.
I have contacted T-Mobile multiple times on this issue with absolutely no help on who to speak with or who to contact to get this resolved.
Sunday 1 July 2007 8:21 AM EXACTLY I made a call to *7001 from my cell phone (phone number here), and paid with my Visa debit card to pay the total amount, which again it was $74.15.
That evening I checked my bank account and come to find out T-Mobile charged my card $437.89 without my knowledge or my approval. The only thing I authorized was the $74.15. I immediately called customer service and they guy that spoke to me said I owed $74.15 on my account and he could take care of it. I told him no I made a payment that morning using the automated system and the system charged my card about $437.89. He then told me that he can’t find the payment in the system. He couldn’t help me and offered to transfer me to some other department; this is when I was hung up on.
So I called back and got a hold of a very nice lady, I do not recall her name, but she works in Financial Care or that is how they answer their phones. I explained to her that the system made a pretty bad mistake and T-mobile has $363.74 of my money that is supposed to be my rent, on top of that they did not have authorization to take that amount. I asked multiple times on how do I need to go about getting this resolved. Not a single agent knew what I needed to do. I then asked can you get the preauthorization number of the card account so I can physically just cancel that payment on my bank side and just pay T-Mobile the correct amount. She said that the payment that I paid was not in the system, so she cannot help with this issue.
She asked if I had any other accounts, and maybe the payment went to one of those and I told her I do not have any other T-Mobile accounts. She double checked and as I said I had no other accounts. I asked her if she could look up all payments by a Card Number that way she may have a chance to find this payment if it accidentally went somewhere else. She said they do not have anyway to do that.
So at this point she advises me that she is going to send this form, called a Missing Payment Follow Up Form to a department called the Cash Applications Team. Before she did this form she informed me she can put my account on a hold status so it does not get turned off. She asked me a few questions and then said that I would need to fax my bank statement to them and I would get a text message a decision, she also said they will have a decision within 24 hours of them receiving the bank statement.
At about or around 8:30 AM 2 July 2007 I faxed my bank statement to 1-866-828-8101 which is the number they told me to fax it to. I made a call back to Financial Care shortly after that just to see if I could find out who was supposed to get it got it. This is when it turns for worse. The guy I was speaking with said it can take 7 business days for them to find a decision. I explained that the guy that I was told 24 hours, it turns out that this Cash Applications Team will send a text message within 24hours of receiving your fax and stating they are opening a case. They said I could also call back and they can check the notes, once its received that it would be noted in the notes. That’s when I asked for a phone number or some sort of personal communication with this Cash Applications Desk because I needed to know if they received my fax. He tells me there is no contact available for this department except for fax. I asked to speak to his supervisor and he explained that he has no contact for this department as well except fax and email and said he cannot give me the email.
So at this time I have no way verifying my fax was received, so I sent another fax of my bank statement just to be safe.
The morning of 3 July 2007 at exactly 6:42 AM I called the Financial Care department once again. They still do not have record of me sending the fax. I asked again is there any phone number or other contact for this desk. They said no again. This has now been going on for over 3 days. I have yet to talk to anyone that can give me direction on who I need to talk to, to get this issue resolved.
This is where a copy of my Bank statement can be found, you can clearly see the 437.89 payment to T-mobile was removed from my account.
(attached here was a link to a copy of my bank statement)
So as of 4 July 2007 I will submit a dispute with my bank to have that charge removed from my account and I will make sure to sway any customer away from T-Mobile and their criminal ways of ripping off honest consumers.
now all of this, I filed a dispute with my bank this morning. Luckily my bank is opened just about everyday of the year. I had to cancel my bank card and order a new one and they said it will take a few days possibly up to a couple of weeks for me to get the money back. It's just ridiculous that this even took place. I honestly was half tempted to go to a lawyer and fight this and wasn't concerned the least bit how much it would have cost me, thats how pissed off I was that this happened. To me this is fraud point blank.
thats all, sorry so long.
