I have been a TMobile customer for 6 years. I recently signed up for an additional two years. I never should have done that.
At the end of November I upgraded my phone to the Samsung Galaxy 3. I went into TMobile because my bill that was just paid and at a ZERO balance went up to $330.00. I spoke to Patrick at the King of Prussia, PA store in the King of Prussia Mall. He called TMobile customer care while I was there in the store with him regarding the $179.00 overage charges that were on my account. He told me they put notes on my account to take the overage amount off as I NEVER go over my minutes. He told me not to worry and that it would take a few days to appear on my bill. I was perfectly fine with that. About a week went by and I went back to the King of Prussia store and told him it still hadn't been updated. He again told me not to worry and that it would be taken care of. I then went back again for a 3rd time because my bill went from $330.00 to $454.00. He called Customer Care about it because he himself looked confused. They told him there were no notes on my account to show I was supposed to be given a $179.00 credit. Then he told me I need to call customer care and dispute it. I was completely blind sided and became Very angry. Why could he not make the call and have this taken care of for me? Why now is it my job to fix what errors he and Customer Care made? Why is it my job to make sure what he told me is going to happen Actually happens!? This makes absolutely no sense to me.
SO, then I decided to call Customer Care myself. They told me there is nothing they can do about the credit because there were no notes on my account. It was like I had never gone to the TMobile store in King of Prussia for help about this. Do TMobile employees notate when people come into the store with an issue? Does Customer Care notate when people call in with a problem? Most likely not. I say this because I've called Customer Care quite a few times. I wait to get someone on the line, explain my problem, they transfer me. I then have to wait addtional time for a new person to answer their phone only to explain what happened again, be put on hold and then be hung up on. Do you think they called me back? Of course NOT. I have wasted too much time trying to fix this. I have gone to the TMobile store 3 times and I have tried calling Customer Care myself 3 times. I have been trying to have someone help me with my account since November 28, 2012. It is now January 2, 2013. My phone is now off due to suspension. However, I was told NOT to pay my bill by Patrick at the King of Prussia store until this issue is resolved. Now I have an additional suspension fee to deal with. All I want is for the promise that was made to me to be fufilled. If i'm such a "valuable customer" like TMobile says I have been for the past SIX YEARS, then what is the problem? All I want is help for the $179.00 credit to be applied to my account like I was told Numerous times that it would be. I have never had any kind of credit applied to my account in the past Six years. It's pretty obvious I am not trying to get one over on TMobile. In fact, I recently referred two people to TMobile and did not even ask for the referral money. I never should've done that. This is just absolutely ridiculous. I will be sending a letter to TMobile certified mail return receipt as well. Honestly, this is the ONLY way I know how to possibly reach someone at TMobile to help me. I really don't think i'm asking for much. One thing in Six years.
PLEASE HELP!!!!!