I sent my son to the T-Mobile store -**** with his sister ( an authorized user of the a...

GetHuman-joyceswb's customer service issue with T-Mobile from September 2018

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The issue in GetHuman-joyceswb's own words
I sent my son to the T-Mobile store -**** with his sister ( an authorized user of the account) on September * due to me not being able to do so as I worked both of my jobs that day. He came home without the phone he wanted as he was told that he couldn't get it because he didn't qualify for it without a down payment and that he also had to pay the tax which was new to me as when we checked online with your company it said zero down and I thought that I had also made all the accounts with the jump feature some years ago. I decided to go into the same store to change it but my son took the phone back to school with him( ** miles away) as he needed it for his purposes.I wanted to resolve the issue quickly so I took a day off work and went to his school to get the phone. I had to go into a store in the area and get him the phone he wanted where I was told that I had to return the phone back to store **** along with my receipt for a refund of the monies he paid for the taxes($**.**). I was also told that I may have to pay a restocking fee. I just went into the store to take the phone back and was greeted by the manager who asked politely what brought me into the store today. I replied that it was not good news and his reply was very rude infront of other customers which implied after telling me didn't buy any thing in their store because he never saw me in there before.... implied and made me feel like I was accused of stealing. Despite his attitude I waited until he was ready to serve me (where I was sitting with the customers* friends eyes and ears all attuned to the situation) with his approach of still being upset... *I started to explain not remembering that my son wanted the iPhone * instead of the * and that sparked an argument with him. I tried to remain calm and told him with the phone being in another city and me having to drive all the way there and take time off work to do so I personally felt that I should not have to pay a restocking fee for the associates mess up. Before I could finish my sentence, he cut me off and told me that he doesn't care or do personal... that my son had buyers remorse and that he was not refunding me or taking back the phone without charging me the $** restocking fee. *Now I have been a customer for years and was never treated so horribly in my life by anyone! The manager Dereon also refused to give me any further information on resolving this issue as he stated that he was the manager which implied that my only resolve is to pay the restocking fee despite what I experienced both with him and through the miscommunication or mishap of the sales associate. I still have the phone and would prefer to never deal with that type of hostility ever again. I need some help with this issue or I will be forced to end my business relationship with your company. This experience was the most traumatic and humiliating I've ever encountered in my life.

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Customer service issue
Reported by GetHuman-joyceswb
Sep 13th, 2018 - 4 years ago
Not resolved
Seen by 8 customers so far
Similar issue to 2352 others
0 customers following this
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GetHuman-joyceswb started working on this issue
Sep 13th, 2018 10:18pm