I attempted to send the following email * times to the email address I was given by a T...

GetHuman-amyniede's customer service issue with T-Mobile from January 2019

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The issue in GetHuman-amyniede's own words
I attempted to send the following email * times to the email address I was given by a T-Mobile customer service representative to the CEO of the company.. Obviously the CEO does not care for his customers or customer service anymore then the rest of his company's employees do.**Dear Mr. Legere,**My name is Amy Sullivan and I am at a loss as to where else to turn so I decided to go straight to the top of your company. On ****** my sister and I signed up for the T-Mobile ONE Unlimited ** plan and purchased two LG V** phones on a BOGO program. When we made the change we were showed a map at the store that showed coverage in the area where we lived and worked because we both travel for our jobs. We were coming from AT&T and were excited because it was a much better deal than we had at AT&T. At first we seemed to have some coverage in certain areas but not that great. By the time I had any jobs in other areas and found out I had no service whatsoever it was past the ** days. I was even in Asheville, NC which is a pretty large city in NC and I had absolutely no service for talk or text for two days. I decided I had to try to do something. *I called T-Mobile and talked to numerous customer service reps for over a period of * *** hours on one day. I was told they had had complaints from other customers in my area. It was decided by your reps that it would be best if we would cancel the service and be put on an EIP (equipment installation plan) and buy the phones from T-Mobile and take the unlocked devices to AT&T and get the service back from them. They were aware that we were cancelling both lines and buying both phones. I was told that the charge per month would be $**.** which was $**.** for both phones ($**.** each) because they were on a BOGO plan and $**.** per phone for insurance. A few days later I received a later saying that the insurance on the phones was cancelled which brought the monthly fee down to $**.** which for ** months was $***.** but because of payments already made I was told we still owed $***.** to pay off the phones and close our account. When I received the August bill it was for $***.**. I called and talked*to a rep named Renee and I asked if I could break the amount down into a few payments without any additional charges or fees and she said I could so I made a payment of $***.** on *******. On ******* a collection letter was sent out that said I owned $***.** even though I was told I could make the payments. When I called about the letter, I was told in order to break it down into payments I needed to go back to the T-Mobile store and buy a SIM card and that she would call me back after I made the purchase and get the card number in order to set it up on a payment plan. After I did all of this and talked to various reps it was determined that that was not going to work and that it had to all be paid off. So now I had to come up with the $***.** plus I was out the money for the new SIM card. My sister and I came up with the money and I paid it in full on ******** and was told by Rey that that was all I owed. After making this payment I thought it was over but it was far from it. The next bill I received showed that I owed $***.** with no explanation as to why. I called and spoke to Marquita who said she had no idea what the charge was for and she said she would have her manager call me on ********. I never received any call from her manager. I have my phone with me at all times because of my job and I had no missed calls. I called again on ******** and talked to Fonz and then to Mary Jane, a supervisor and she said she would have her supervisor call me on ********. Of course that call never came either. Somehow the bill went down to $**.** and I called to find out what it was for on ******** and talked to Jameka who said she was located in Charlotte, NC and that she would look into the problem and definitely call me on ******** so that she could make sure everything had cleared out. So now three for three, she also never called me back.One of the problems was that we were being charged for the number associated with the SIM card that they used in an attempt to set up monthly billing which never worked. And I was also being charged for some reconnect fee when I had no service with your company. I have now received a bill that is back up to $***.**. They say this is for the other phone. When I cancelled the service in late May they knew we were cancelling the entire plan for both phones. All the reps I talked to at that time quoted me the same pay off amount of $**.** x ** months left to pay off. They knew it was BOGO and they told me that was all we would own. I am sure this is not something you normally deal with but I am begging for your help in this matter. I am asking for a credit to my account for all I have been through and to have my account closed once and for all. I have been very disappointed with the lack of concern by so many of your company's representatives who have promised a call back but have never followed through on their promises. I have never had so much stress and anguish trying to get something taken care of in my life. I appreciate any assistance you can give. I look forward to your reply. My account number was:**********. My phone number is:*(***)***-**** and my sister's number is: (***)***-****.**Sincerely,**Amy Sullivan
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T-Mobile

Customer service issue
Reported by GetHuman-amyniede
Jan 14th, 2019 - 9 mons ago
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GetHuman-amyniede started working on this issue
Jan 14th 9:50pm