I have an old phone that I gave to my son with an old t-mobile pre-paid card. He only uses it for emergencies. It was due to for a refill on March 15th so I could keep the old balance for another year. On the 13th of March, I went online and bought minutes. At the end of the transaction I got a message showing me my new balance and also asked me to give an alternate phone number so they could call me. I have had this number and another one for years and I have never had a problem refilling the card online before so I didn't pay any attention. I got a call from an unknow number later that day and didn't pick up but I heard the voice mail which was not very clear but I could hear that it ws from tmobile and they wanted me to call back on another number and left what sounded like an order number. As the message wasn't clear I couldn't call back and thought it was a survey or something so didn't bother.
A few days later my son tried using the phone but got a message that there was no balance on the card. I called tmobile and they said they could do nothing as I had not paid. I told them I had paid and gave them date and time but they didn't listen and refused to refund my mins. I listened to the voicemail again and tried calling different variations of the number that was on the voicemail till i reached the tmobile payment processing center. I gave them the order # and they told me that the order wasn't processed because they randomly verify some payments by calling them SInce I had'nt called back, they didn't put my order through and I lost my entire balance. I called t-mobile customer service again and explained this to them again. This time I got a more understanding peson called Brian (#812115) who promised me that if I went back to the payment processing people and they verified that I tried making the payment on the 13th and finished making the payment that he would put my minutes back. He transferred me and spoke to the person and did what I was tols. This person said that he will put me back in touch with the Customer service and also verify that I did make the transaction on the 13th and they will refund my mins. I was put in touch with yet another custome service person, after explaining the whole thing to him yet again, I was told that he couldn't do anything for me. I told him that 2 different t-mobile people had promised me that I would get my minutes back, he refused to help me. When I asked him to connect me to his supervisor, i was kept on hold for over 30 mins. That is when I hung up and decided to write this rather long and tedious complaint.
I think T-mobile policies suck. T-mobile customer service is the worst. They are unhelpful and rude. First of all, when you call them to make a payment on the phone, they advice you to pay online. When you pay online, they want you to call and verify that payment by phone. It wasn't like I was charging thousands of dollars. I shop online for thousands of dollars and have never had a problem like this before. AS long as my CC # expiration date and cvv checks out the payment is processed.
With all the times I have dealt with T-mobile I get a feeling that they do all this because they do not care about their customers. They just don't want to help out. They make life more difficult for the customers by refusing to listen and help. Once I went to the T-mobile store with a bunch of phones and asked them to unlock them and they flat out refused, They said that you have to be current customer of t-mobile for them to be able to do that. I know for a fact that that is not true and it doesn't cost them anythin to unlock them and those were old phones that we would not even use in US so it wan't like T-mobile would lose revenue but unlocking them. THey just said no because they don't want to help.
