Hi all! I know this is a lot, but please take your time to read and help me.
I've been with T-Mobile for over 4 years. I've never had any problem with anything, and every time I called customer care, I was given good service. But for the past 2 weeks now, I've been receiving the worst service. I feel like everyone I talk to is just making up things, and not even going by the rules. I'm so frustrated and disappointed. Here's my issue: In Feb of 2014, I went in store to pay my bill. Since I have insurance, (at the time I had the PHP bundle) I asked the worker what could be done since my device (Galaxy s3) kept ending my calls right away when I try to make calls. I explained to him that it doesn't happen every time, but often enough to the point where, "what if I'm in an emergency, try to dial out, and I have to reboot my device because my calls won't go through unless I reboot my device?" He looked into my account and said that I do have insurance, and he can put in an order for me, for which I would be charged a processing fee of $5, and once I receive the new device, I have to mail back the old one. He asked if my device had any physical damage, to which I gave it to him to look at, because I didn't know their definition of a device that is not 'physically damaged'. After he took a look at it, he said it was fine. I asked him and talked with him, made sure I would only be getting charged $5. He said everything was fine, and I should receive the new device by "tomorrow" (02/04/14). I didn't even receive my device until about a week later, but that's fine, I wasn't concerned about that.
Now here's my issue: A couple of weeks ago on 03/04/2014, I paid my bill online for $114.51. Somehow when I set up easy pay, T-Mobile took off another additional $114.51. I didn't know until last week when I checked on my bank account and noticed that I was charged twice. I called customer care and the guy said that they can refund me, but the only way possible was through a pre paid citi bank card. I knew he was wrong and lying, so I told him that I just want it to be returned back onto my account/card. He kept going on and insisting that it was impossible to do so. He kept explaining to me like I was stupid, but I already knew he was just making it up. How is it not possible to return it to my card? Anyway, I ended the phone call with him and called back at a later time. This new representative apologized to me and said that it was possible to return my payment back onto my card and that I should receive it back within "0-24 hours". It's been 3 days, and I still don't see that it's been returned. So I decided to call customer care and the lady said it will actually take 1-3 days. So I should receive it soon. But now here's the real issue:
My bill for April is now $226 plus and additional "$114.51 past due". I asked her why it's so much. She explained that because my device that I sent in had "physical damage" and so I was charged $110 for "out of warranty" fee. I explained to her that I had no idea about that fee, and that they guy who helped me at the store said my phone was fine. I explained to her that I am very disappointed because with that $110, I could have just bought a new or different phone. She helped me and said she would be able to remove that fee for me. Bless her heart for that. But now my issue is that, what is with the "$114.51 past due"? I paid on time. I don't know where this is coming from. Please help!
UPDATE: I just checked my account and indeed the $110 was taken off, but now it says I still owe "$28.39 past due". What is this all about? I really did pay on time. I will call and ask customer care, but it's after hours right now, so I will have to wait until later.
