My name is Laura Vine and my boyfriend and I live in the UK but also spend about three...

GetHuman1993107's customer service issue with T-Mobile from January 2019

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The issue in GetHuman1993107's own words
My name is Laura Vine and my boyfriend and I live in the UK but also spend about three months per year at a condo we own in Santa Monica, CA and while we are there we always use T-mobile prepaid service for our cellphones (over the years we've always been very satisfied with it!). **The problem we have now is that my boyfriend got a new iPhone XS for Christmas and so he decided that rather than swapping SIM cards over on our annual post-Christmas visit to our condo would try T-Mobile's new eSIM service so he downloaded the T-Mobile eSim app and the day before we flew off he tried to purchase a month's prepaid eSIM service. Unfortunately the app took him through the whole payment process - then stopped working just at the point of charging his debit card! So he tried again and the same thing happened. The app took him through the process then at the last moment it hung without making a transaction. With take off looming he gave it a last try a few of hours later but this time he asked me to use MY debit card for the payment in case it was some glitch with his card that stopped the transaction from completing (it's from the same joint account, we just each have a different card). **This time it went through perfectly and presented us with a shiny new eSIM phone number (**********). Phew! **The T-Mobile service worked great as always while we were away and we were very happy - until we got back yesterday! We've been checking our expenses for the trip and it turns out that the T-mobile app charged us all THREE TIMES we tried to buy the service but only *told* us it had charged us (and presented us with a number) the last time!!! **Obviously my boyfriend only has one phone and just needed one number - three is a bit excessive (I don't have an iPhone XS so was using my trusty old T-Mobile SIM card)!**That's the story and we're very much hoping you can sort this out for us and refund the two payments the app didn't warn us about (or give us credit for the money spent as we'll be back in the U.S in March and then probably in July*August). **My boyfriend's name is Paul Alexander and the email address we used for the transaction was *****@***.com. The phone number we ended up with on his phone was ********** and our bank is OneWest, account number ***********) so you can see the three times you debited our account when we thought you were only debiting once.**I hope you can help us. As I say we've both always been super-satisfied with T-Mobile's coverage and service in the past and this is hopefully just a temporary speed-bump in our relationship! Please do let us know if you need any more details (e.g our debit card numbers) and thanks for reading. **Best wishes,**Laura Vine

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T-Mobile

Customer service issue
Reported by GetHuman1993107
Jan 19th, 2019 - 2 years ago
Not resolved
Seen by 30 customers so far
Similar issue to 5026 others
0 customers following this

Timeline

GetHuman1993107 started working on this issue
Jan 19th, 2019 12:09am

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