Complain about a product or service

T-Mobile Billing Disputes

Irina of Brooklyn, NY June 29, 2009

I got my T-mobile bill with charges 9.99 (3 times) on my 14 year old daughter bill for some services subscription. They insist that person who made a subscription consented age of 18.No other check was done to verify this information. Now I am resposible for paying those charges.Also customer care representative refused to provide her employee id.

Unfortunately my daughter subscribed 3 other phones from our family with Zong,Funmobile, Flycell. After explaining them the situation I was offered a refunds. With GameOn the total charges are 29.97. Please advise what I can do! Thanks

JUAN of NEWARK, NJ June 29, 2009

I signed a contract for 129.00 dollars but every time I get my statement for mor than 300.00 dollars, I report them with BBB they can't help me, I really I do not what to do, I have a perfect credit and I do not want to damage for them.

Earnestine of Tuscaloosa, AL June 29, 2009

In the year 2006 and 2007, T-Mobile terminated my services within a one month period of my being able to collect my downpayment of 600.00 for each year. They terminated my contract knowingly that I had given them 600.00 for the past two years.

Whitney of Durham, NC June 28, 2009

I subscribed with t-Mobile at the end of last year but never really had any problems until i lost my phone at the beginning of this year. I reported my phone stolen and suspended the service. Then got sucked into buy a 350 upgrade phone that extended my contract to 2011 then wit i finally get the phone 3 weeks later it comes with out a Sims card call to activate the new phone and was told i had to visit the nearest store with in the next couple of days I went to getit I put my sims card the phone still didnt work when i called to activate it and the rep basically said i ran up my bill 1300 in international call to hondras I dont even speak spanish how could i have made calls if the line was suspened and reported stolen??????????

so for 3 whole months they give me the run around about a final price of the bill which now is 706 and turn me over to a debt collector I have the threat of my phone begin turned off and I am a college student 400 miles away from home now have two bills to pay 85/month to tmobile + 105 to the debt collector

Angela of Hometown, IL June 25, 2009

We were late on paying our cell phone bill by a few days. I used the automated service to pay our phone bill for the amt of 245.05. When asked if I wanted to pay the full amt I said "yes" (my error) as the full payment of 541.37 was taken from my checking acct. I realized within a few minutes that I made an error and contacted Tmobile right away. I was advised that the credit would take 1-3 business days.

I called again and was advised tmobile needed to speak to my husband (owner of acct) to credit. Again I was told 1-3 bus days. This was on a Friday so I figured by Tues we should have our credit. My husband called tmobile and was advised he needed to complete paperwork. Again 1-3 bus days. On Monday, (1st bus day), my husband called tmobile to be advised that again a new rep will take care of the credit as nothing has been done...again 1-3 bus days. My husband called again on Tues to be told that tmobile will credit the full amt of 541.37 and we can pay the 245.05 upon receiving credit. On Wed, called again, credit was given on tmobile bill for the full amt but no money in bank acct. In the meantime, due to this error our bank has charged us 225 in insufficient fees as we are waiting for the credit.

Today, Thur I called tmobile to find out that the rep on Fri processed a refund to go back to our acct for the over payment amt only which was declined by their cash dept (not sure why as the over payment amt isn't due until 7/11). The full amt was approved on Wed but nothing posted to my acct. I spoke to a supervisor who advised me that the rep processed an error by asking for the overpament refund instead of full credit and money should have been back in our bank acct by Tues (2 bus days later). When I asked if I woulod be compensated due to tmobile error I was put on hold.

When the supervisor returned to the phone the statement was the rep requested the overpayment error in hopes that the cash dept would credit the amount....all changed when I asked for compensation. I contacted my bank this morning and spoke to a rep from the ACH dpt who advised nothing is pending in my account for a deposit from tmobile. In the meantime, I had to borrow money to avoid anymore insufficient fees and have no money to pay bills or purchase groceries as tmobile has made an error (even though I admit I made an error by overpaying). I don't think this is fair to us as we have been with tmobile for over 5 yrs and treated like garbage the first time that they mess up. We cannot get out of the contract as we just renewed for 2 yrs on a 3 line contract. Our cost would be 600 to get our of the contract terms early.

I just don't think this is fair that we have to wait over a week to have our money returned due to an overpayment. The supervisor told me that even her mom did this at one time and she had her money within 2 days that this happens alot and people receive their money quickly. As the rep made the error I think they should be held accountable.

Glencis of miami, FL June 13, 2009

I purchased a brand new T-mobile phone from Sky Wireless Located Inside Miami International Mall. I returned it back in a week due to it didn't have the services i was told about by the sales representative. They charged me a 40.00 re-stocking fee and told me i was going to receive a check for the store credit within a month. After a month and a week i didn't receive any check.

I went back to the store and talked to G. llosa (store manager) and he told me to wait 15 days more. So with all my patience I waited that period of time. After 15 days i returned back to the store and talked to the manager again he took my name and phone number and told me he was going to talk to the owner and that he would call me back. I didn't receive any call so i went back a week later. Again the manager got my name and phone number and he said to call him 5 days later.

I called and the manager told me that i should be receiving a check in 2 days. Still i didn't receive any check. I called him AGAIN and he told me that he had sent the check but was returned back because the post office couldn't find the address, i asked him my address and he had given me the right address and he that he already sent it again.

Its been more than 1 of that and still no check. i don't know what to do anymore they don't collaborate, and they don't send any checks. Its been 2 months of this. And all i want is just my refund that's it. Ive been really patient but nothing happens. I would really appreciate the help to resolve this problem.

Dawn of SAint Petersburg , FL June 25, 2009

They charge for minutes not according to the plan you have purchased. I can not get a customer service person to answer the phone nor email. This is the second time this has happened , they charge ,or use up minutes, after nine p.m. and weeeknds, and start racking up the bill with overages. They send you only the minutes and charges that start to incur after you have used up your minutes so there is no way to verify they are following your plan correctly. Otherwise you must go online to see how all your minutes were used prior to the additional charges.

The first time this happeend I had to talk with six representatives before they fixed the problem. MY contract ends this month and I want to end my bussiness with this company but can't get a response on what to do before they charge me for some other absurd miscommunicated charge.

Lisa of Portsmouth, NH June 9, 2009

I have had numerous problems with T-Mobile over the past year of service. I would check my available minutes online and later find I was charged overages. My account page with T-Mobile showed 300 available minutes on one screen and 29 on another! I finally found this after three months of calling with overage complaints. The following week, the page was "unavailable" to view. I printed everything prior to this but to no avail, I was never credited however, the over charges stopped. Yesterday, I logged on to make a payment of 100.30 and printed the notification, "transaction failed". I tried one more time and decided to wait a day and try again. I logged onto my banking account and found not only had they hit my checking account with 100.30 (the payment I attempted) but they ALSO hit my checking account with the bill due at the end of the month! I called them and all I got were appologies (they are trained well in that area) and it would take seven days to credit and that he was putting an IT ticket in. Give me a BREAK! They put an "IT ticket in" back in Sept when I was questioning the overcharges and by Feb.09, there was no record of ANY IT #! I am fed up with this company and wonder how many other's were caught up in this recent scam for prepayment?

keith of chicago, IL June 22, 2009

The new Tmobile web site has a glich in the system. When making a payment using an ATM/Debit card the system dosesn't give the cosumer a confirmation number. What the system did in my case informed that i could not make duplicate payments. So in turn i made another payment in a differnt amount. i got the same message after a third try i called tmobile and was informed that i had made 3 payments. The point I made to the supervisor was that the system never informed me of payment received and never generated a confirmation number.

James of Hartsville, SC June 20, 2009

I was with suncom when t mobile came in the picture. At first i didn't see that much of a change. Then my phone bill started to get these weird charges on it. I would call the customer service and they would inform me that there was a glitch in the system that was charging me an extra 80.00 and that the extra charge would be removed. The next bill came in and had the original 80.00 still on there plus another 80.00. I called again. Got the same explanation. Then my service was suspended due to a past due amount.

I called them and paid the "past due amount". I called back a few days later concerning another issue and was told that i still owed them more money! Then i see calls on my bill to vietnam and the phillipines! I refused to pay any and all charges and switched my service to at&t. I got a call from t mobile's collection people today. I told them that i was disputing all charges. I called the senior vice president of customer service for t mobile and left her a messege. I called the collection agency back and requested a collection disput form. I will do i can to not give t mobile another dime of my money. I encourge all who are with t mobile to review their bills throughly or better yet switch to at&t.

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