I am here after searching the web for the last ** minutes. I am here after speaking wit...

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

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The issue in GetHuman-ross_max's own words
I am here after searching the web for the last ** minutes. I am here after speaking with a Help Desk Supervisor. This of course is after talking to a representative. I would hope that my conversations with the last three employees are available on audio for review.**First thing is the nice Supervisor who I can not remember his name told me several times that any complaint I had stopped with him. He was quite adamant that he had the last say on the matter, even when I advised him that I would seek out someone higher or some type of complaint system. **This is not in any means a quick or short explanation. This involves * out of the * phones I am and have been currently paying. **On December **, ****, I received a text message from T-Mobile advising me to do the "JUMP". On January *, ****, I walked into a T-Mobile Store in Mansfield, Texas were I upgraded My wife's and mine *Plus I-Phone's to new XR's. The kind sales man had to order two new phones and had them shipped to my residence. **Now during this period, I believe a day or two before, my two adult daughter's, who are on my plan, also upgraded their I-Phone's. My kids transaction happened in California. **Now I don't quit remember but I believe it was Sunday the *th of January I receive a text message of a payment due of $***.**. I called T-Mobil and spoke to one of the best Customer Service Rep. She and I were able to figure out the high payment due. I did not do that "JUMP" thing and was being charged the approximately $***.** for two phones. The two phone that I still had while waiting for the new phones to arrive. I also had *, $**.** charges on * additional phones. Making it look as if I was paying on * phones. My family plan is for * phones. The Customer Service Rep advised me that the store Rep would be able to make all the changes on money owed when we go back to do the trade. It was wonderful she got me to ok an additional insurance on one of the phones and we figured that my bill would be a little over $***.**.**Now we received the new phones and went back to the same T-Mobile Store and was helped by a different Sales Rep. We are doing the switch and just having small talk. Now this is where things get a little strange. Some how I or he, the Sales Rep, said something in regards to orphan babies and church. The Rep began to tell me about his wife, who was an orphan and how they now work with orphan kids and give them phones. I also mentioned the work our church does with orphan babies.I then asked the Rep if they would give me money back for the old phones towards any money due. He told me that T-Mobile would give me around $**.** a phone and that because the phones were mine I could easily get $***.** on eBay or somewhere else. After a little more small talk. He went on to say that he would be willing to buy each phone for $***, That he wanted them for his church. He asked me for my phone number and name. I saw him enter it in his phone. He said he would call me in * days. I was happy that I was going to get an extra $***.** and that this good hearted soul (Sales Rep) was going to give the phones to help out some of the orphans. **So we left with * new phones and our old phones. My wife Alma and I discussed on the way home that maybe we should not sale this * phones but donate them to the Rep's church. In other words we was thinking of giving them to the Rep.for his church.**I took the phones to our City Metro PCS and asked if they would check if I correctly UNLOCKED the phones. This sales Rep checked and said they were unlocked and ready for someone new. I also had a small talk with her. I like talking to people.**After a week went by and we did not here from our Sales Rep we decided to do the same and donate the phones to the church for the out going Ministry's. **On todays date of January **, ****, I receive a text message that I owe $***.**. I called once more and again was received by a very nice Customer Service Rep. I was told that we did not own the phones and we ether pay the fee or return the phones. Well I was not prepared to here that. Paying $***.** or so every month was hard enough. Three of the * phones are for my young adult children who are all in collage one way or another. Local JC for the youngest, the middle just yesterday moved to New York to began Grad School at NYU and my son is in Law School. I am retired on a medical disability pension and making ends meet. **So I asked the supervisor to remove the * charges on the bill. the two $**.** charge which appear to be in error and the * large charge that appears to have some fraud or if anything, misleading the customer for own gain. The supervisor did remove the * small fee's that were in error. For that I was grateful to him. He further advised me to pay the fee's on the * old phones or he would turn them off. I told him that it was a very good possibility that they may be out of the country. The supervisor only gave me the option to pay or the phones would be turned off. He did not have any issue with the Sales Rep misleading me until I asked him if there was a complaint system. Now I am just paraphrasing here but basically he told me that he was it. Again, please listen to the audio recordings, because there may be more than what I remember.**I wonder what type of conversation I would be having and with who, if I did sale my * phones to your Sale Rep and got this bill. Lol**I really want to stay with you all and don't want to go any further with this issue. I am asking please please consider waiving the * remaining fee's of approximately $***.**. I truly wish that your Sales Rep would of just taken the phones and not fill our mind of more money and kindness to children without families. **Thank you very much and I look forward working with anyone on this issue. You may contact me at ***-***-****.**Maximiliano (Max) Ross***** Plainview RD*Midlothian, TX**P.S.*I am very concerned that the supervisor will turn off the phones, were ever they are and with who, my be any issue that I may have to deal with. What a can of worms.
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T-Mobile

Customer service issue
Reported by GetHuman-ross_max
Jan 24th, 2019 - 3 mons ago
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GetHuman-ross_max started working on this issue
Jan 24th 9:11pm