I had an issue with my Iphone * which was losing battery power. I called T-Mobile and c...

GetHuman1546254's customer service issue with T-Mobile from November 2018

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The issue in GetHuman1546254's own words
I had an issue with my Iphone * which was losing battery power. I called T-Mobile and customer service rep told me that I am covered under the warranty exchange. They sent me a pre-paid box. I put the phone in there and sent it to T-Mobile. I got a text in a couple of days that my phone was NOT covered by warranty exchange. I called and was told everything was ok.*I got my bill and I am being charged $*** because they say it has water damage. I called T-Mobile right away and talked to Jerel who said it arrived with water damage. I told him I never had it even touch water. Then he transferred me to a rude customer service named Bertram who told me to file a claim with UPS . This phone is rarely used and has few minutes on it every month . A customer service rep. called from Dallas named John and repeated the same thing. When I asked for his supervisor he said there was nobody above him. I called this morning and talked to Ebony who basically said all * previous reps forgot to apply the insurance so my bill was cut by $***. That is still $*** for something I didn't do. Ebony suggested I should have taken it to a T-Mobile store before sending it. This is not right. If that is the case the customer service who forgot to tell me that was responsible not me. I need to have this untrue charge of $*** taken off my account.
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T-Mobile

Customer service issue
Reported by GetHuman1546254
Nov 12th, 2018 - 10 mons ago
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GetHuman1546254 started working on this issue
Nov 12th, 2018 6:35pm