July **, *****A Plea for help and hope. * We are retired, I have Diabetes and my wife M...

GetHuman-maryabar's customer service issue with T-Mobile from July 2018

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The issue in GetHuman-maryabar's own words
July **, *****A Plea for help and hope. * We are retired, I have Diabetes and my wife Mary has M.S. We have a Daughter trying to get her through college living with us and traveling ** miles one way to school. Do to circumstances we are in process of moving From **** Pebblebrook Cir Conroe, TX where we have service to ***** Bareback Ln Waller TX ***** where there is no service* Making trips to the new location our Sprint Phones had no service. We were happy with Sprint but needed service at our home, Sprint couldn’t help us. We had another year with Sprint and still owing on our IPhone *’s. This was a concern for us, my Brother suggested T-Mobile, and I went and talked to your store representative at the Magnolia Store **** FM **** RD Magnolia, TX *****, and sales rep ***. *I worked with a couple of the sales reps there at the store. I was told that they would buy out my contract or phones and had a discount for Veterans, I am a USMC veteran. We asked about service at that location and that there is no internet at this location. We were told T-Mobile was better than Sprint and that there would be no problem with service and if there was a problem with a signal T-Mobile had a booster that would give us service. I asked if they could check and was told you cannot trust a computer you need to go on site with your phone that is the real test, but I would have no problem. We were told there are some rare instances that there are some areas and locations that don’t get service but not many and the booster should fix it.*We asked* what was the best way to handle our Sprint phones? Should we turn them back into Sprint, or let T-Mobile handle it? We were told to let T-Mobile handle the phones. We needed service so we turned in our phones (*). Since our Sprint phones are not compatible with T-Mobile we had to upgrade to new phones. I applied for a veteran’s discount. *Upon getting the phones we went out to the property and had the same results as Sprint, service was spotty around the property. Upon entering the home we had no service. We went back to the store and they ordered a Cell Booster. Since we do not have Wi-Fi at our new home and the only in stock store boosters are for Wi-Fi, we had to wait for a cell booster to be mailed to us.*We received the cell booster within ** hours. We immediately went out to setup and test. I used my phones signal and an APT tower locator, also downloaded a map of cell towers for that area and used a compass. Walking out the entire house I had * windows that I could get a signal but it would fade in and out, this was the north and east side of the home. I worked with Tech support and we finally found that the only location that would connect was on the eastside but the signal would drop every ** sec after connecting to one bar. *I called the store and explained our situation and we returned everything within the ** day return policy. We still needed Phone service and went to Verizon. We believed at that time our account was settled with Sprint thru T-Mobile. *Our bill went up increasing an additional $***.*** a month having to change to verizon. Our original Bill at Sprint was $***.** a month, T-Mobil was $***.**, and Verizon is now $***.** a month. *We are getting some service and can make calls from the home. T-Mobile and Verizon worked with us. I asked both companies what is the best way to handle this I was told to go to Verizon but do not port the numbers until we get your data transferred, then turn in your phones to T-Mobile. Come back to Verizon and get our numbers ported. Verizon could not offer any incentives for contract buy outs because we had no phones to turn it, they were turned into T-Mobile. Both T-Mobile and Verizon helped us with getting our data and numbers ported. We are grateful for that.*Upon returning the updated T-Mobile Phones to T-Mobile we were told we would not be getting our Sprint Phones back that they were in the T-Mobile Warehouse. What choice did I have since I now had Verizon Phones? *A Few days later I received packages a call from Sprint and said I owed those $***.**. This is for the buy out on the contract and the phones. If we return the phones we would then have $***.** reduced off our bill to Sprint. We then received packages in the mail to send the phones back to Sprint. I explained to them my situation and they said I have ** days to pay it. ***I called T-Mobile Customer Service and they understood and even called the store manager. *The Manager at the Store said he followed protocol to the letter and there was nothing he could do. *We do not understand that if we have ** days to cancel with T-Mobile why T-Mobile does not keep the customers phones for ** days. We were upfront with the problems of service in our area and believed T-Mobile would handle our old phones with Sprint with our benefit in mind. We were unaware that the old phones would not be turned back into Sprint until they were gone. We are now left with a huge bill to pay because we were not able to get service from T-Mobile and the recovery of our old phones not going to happen. *We realize this situation was unforeseen at the time and T-Mobile did their best to get us service but feel the mishandling of our old Sprint phones has put us in a bad situation financially. Our phones were only one year old and in excellent working order. Each phone had otter cases and still looked like new. We know they had some value. Please help us in any way possible.*The device recovery program to Sprint that was accepted on the original contract for our phones was $***.** per Device, Totaling $***.**. (see attached). *Upon returning the T-Mobile new phones:****.** restocking fee for * phones ($**.** per phone)*-**.** refund for installment purchase Iphone * plus***.** balance*-***.** taxes paid*-**.** refunded to debit card**We now have a bill for $**.** (unsure what for)*Sprint is now charging us $***.** per phone if not returned totaling $***.***We feel the fair thing to do is to either give us the amount below or our phones back.******.** Sprint fee for phones you kept*-***.** Sprints accepted device recovery amount***.** total difference*Our fair offer for the phones T-mobile kept:****.** Sprints accepted device recovery amount*-**.** refund from T-moble****.** Total (* phones kept)*We don’t feel we are being unfair about this situation. *Please help us with this problem**Thank you, Tom Barnes and Mary Barnes*T*****@***.com*M*****@***.com****-***-**** ****-***-**** ****-***-****

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Customer service issue
Reported by GetHuman-maryabar
Jul 10th, 2018 - 5 years ago
Not resolved
Seen by 13 customers so far
Similar issue to 1050 others
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GetHuman-maryabar started working on this issue
Jul 10th, 2018 5:59pm

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