I am just done in. Please help (T-Mobile)

[carmendiva]

This is a little long but a little help is greatly appreciated guys Thanks!

I've been with Tmobile since November 2010 and i was told I would be able to
switch over to post paid from flexpay in 6 months which i estimated around April.
Good deal. I am on easpay(automatic drafting) and the payments are always on time. Last month, I paid my usual amount for one line. Cool, everything is fine.
A week or two later, i decide to add a line for my brother to get a phone. Being flexpay, i have to of course buy the phone and make a payment in advance for services as well as month in advance since it is in the middle of the bill cycle. Again, no worries everything is cool.

So low and behold the phone gets here and the same day it gets here, both his and mine line are suspended for nonpayment(even though i made a payment for both). I call in and talk with the reps from the Philippines and they tell me they can't find a payment.

So i am basically getting annoyed because i always pay on time and they are telling me i have not paid for either line.

So i used the trick and I called back and instead of using my number, i just typed in my friend's number(She is postpaid) and i got their division of postpaid customer service and explained the situation. They filed a lost payment and while they researched it, they reinstated my account. Eventually that was solved.

Okay, so flash forward to two weeks ago and the same issue occurs except this time I didn't make a payment nor was automatic payment supposed to take the payment out. It is due on March 3rd and it took the payment out
at the end of February.....

So i call in and dispute this and they what..."Can't find the payment" and they have to do another lost payment search and it will take 3-4 business days.

I go on vacation for Spring break and I decide to call in and figure out what is going on. I've given them nearly 2 weeks to fix it.
So now...
1)Can't find the payment(even though my checking acct shows it was taken)
2) They closed the case of the missing payment...Didn't contact me by phone email, text, letter in the mail or anything letting me know the case was closed and letting me know what else i could do or needed to do. They just closed the case and had i not called in, i would have never have known it was closed.

Basically they can not find a payment and even now that i have taken the actual checking out statement in to the store and had them fax it(while i was there) they are still telling me nothing can be found.

It's $101. I am not worried about this money. It is the principal of the situation and the fact that I do not want to be apart of a company
who takes money but can't find the payment.

I didn't mail the money or a money order. It is an electronic payment.
There should be footprints everywhere that shows a payment. And i
don't see how the same exact issue can happen in less than 3 weeks
apart.

any suggestions? what would you guys do?

 

[lunatic59]

I can't comment on T-Mobile in particular, but I can comment on ERP systems gone awry. Since this all began when you added the second line, I would guess that in doing so, your original account was changed to unlink it with the automatic payment. The payment systems are usually not directly linked to the ERP system and only post the payment as an external procedure when the confirmation of transfer of funds is received.

It could be as simple as adding the new line created a new account and instead of assigning the new line your current account, they reassigned your line to the new one. Or it could be a corruption in their database. Tracking down the what and the why may be an exercise for IT department, but should never be the customer's concern (and shame on T-Mobile if they make it so.) The easiest way to fix this -- if their system permits it -- is to delete the automatic payment and recreate it for the account covering both lines.

 

[sitlet]

I would recommend, if you say you made the payment, get a copy of your bank statement online or in person, and fax/email it to them, to show them proof that the money was taken out of your account.

 

[carmendiva]

Well the automatic payment thing wouldnt affect the second line i added(i had already paid a month and a half in advance when i brought the phone)...that would only affect the first and original line that I had(the one that already had automatic payment set up)

They told me to take a copy of the bank statement(i felt bad for them seeing how much i shopped lol) to a tmobile store which i did and they faxed it and i was told there was still no record of the money even though the checking account shows every transaction i've made since March 3rd and where the 101 dollars is still missing

I just have no clue what to do and this makes me so wary about continuing business with them. But i just love my hd7(and even my mytouch)

 

[Dark Jedi]

Go to the store and demand them to put you in touch with someone in the states to figure this stuff out. tHOSE people in India and the Philippines has no idea on how to do this stuff. Thats the problem people getting paid less than minimum wage and has no real training. You have proof and the store seen it and they should of taken are of it. I would inform them that this is uncalled for and dont late or non payment show up on your credit report? I would tell them that sprint or Verizon or AT&T would love your business and they wouldn't lose your payment.

Just dont give in to their tactics.

 

[Outlaw71]

Yeah, what Dark Jedi said. And if that doesn't work...... show em your tits.






... lol, ok bad joke.

I agree that would frusterate me to no end as well. I left AT&T (back when they were still 'Cingular') for a situation similar to this one. And when I say similar, I mean they were trying to bilk me out of money I did not owe them. So I told the women who was supposedly helping me that I was going across the street to Sprint and they they would never see another dime out of me.

That's exactly what I did, and that's exactly what they never got from me since then.

 

[carmendiva]

Yeah, what Dark Jedi said. And if that doesn't work...... show em your tits.






... lol, ok bad joke.

I agree that would frusterate me to no end as well. I left AT&T (back when they were still 'Cingular') for a situation similar to this one. And when I say similar, I mean they were trying to bilk me out of money I did not owe them. So I told the women who was supposedly helping me that I was going across the street to Sprint and they they would never see another dime out of me.

That's exactly what I did, and that's exactly what they never got from me since then.

lol yeah bad joke haha.
Well they credited my next months service for me(still below the 101 they took) but after bitching for like a month...oops can i say that word? Sorry hahah, i at least got something out of them

and i even called my bank and I just love them. AMAZING! explained the situation and i should have my 101.90 back early next week.

I will be leaving Tmobile probably after April(my free month, yay) and selling my contract to a friend who wants a phone and my hd7 and just keep the line
for my brother

Just weighing my options...and researching what devices are out or will be out. I am kinda sick of Android but unfortunately Windows Phone 7 is not
quite where i want it to be(namely FFC is really all i need)

So as i suffer through another month and a half with Tmobile I will be looking at

Sprint:
I kind of like the echo It will definitely be different
Evo 3d...Not sure if i want to deal with Sprint again though

At&t
Iphone 5(June...ugh, means i'd have to be stuck with Tmobile longer)
Atrix

Verizon:
Lg Revolution
Samsung Infuse
Xperia Play(the one i want the most)
Droid Bionic
HTC Mozart

But thanks for your help guys. I officially take back all my praise for Tmobile and say that while their coverage doesn't bother me, like sprint, their customer service is horrible