Dear Friends and sympathizers, I would like to update you or my
complaint with T-Mobile. After writing my complaint here and other
websites I decided it wouldn't hurt to email a copy of the fax I sent
to T-Mobile regarding my missing $1797 and my horrible customer
service. I sent a copy of the fax along with a detailed list of the
of the ongoing brush-off to 50 girlfriends asking them to forward it
to their friends. The next morning I received a call from T-Mobile-
no, not someone from customer relations, but a national account
executive that wanted to be sure T-Molile didn't lose their $1million+
account. Why were they in jepordy of losing that account you might
ask. Well it seems one of my girlfriend's husband is the CIO of a
worldwide chain and they use T-mobile. He had forwarded the email
asking the account executives to help with my situation. The Account
Executive called 3 minutes later to say how apalled and embarassed he
was at my treatment. He gave me his phone # and his email. Very nice
man. Oh, and did I mention a check showed up in the mail on Friday
July 18th for $1797. No letter apololizing for it taking 3 weeks and
3 days or that I spoke with 14 reps whose names included "Blue" and
"Princess". Three times I was promised my phone call would be
returned. But no one ever bothered to call until $1 million was at
stake.
T-mobile claims I was at fault. In the email I received today from
T-Mobile (in response to my complaint listed with Planetfeedback) they
claim that I punched in $2010 over the "interactive Voice Response"
instead of $110 when paying my bill over the phone. When asked if I
could hear the tape or get a copy of the transcript I was denied.
They also said the refund check was dated July 7th but the check I
received on July 18th was dated on July 10th. All this could have
been avoided if T-mobile had just told me the truth and that a check
was in the mail when I called on the 17th instead of telling me it was
still under investigation. What a bunch of weenies. Don't they have
computers that catch anomalies such as this. I pay $100 a month for
six years and I suddenly pay $2000. And all I keep thinking was what
if I had been a single mom without savings and no one to help me. I
could have had my utilites shut-off and my rent not paid. I say again
"what weenies!!!" By the way I still want my contract terminated.
Sincerely, Robin

sorry to hear about that. Don't call customer service anymore. call
the corporate offices and speak to the VP. If that does not work,
send a letter to the VP along with a copy of the bank statement and
check. If that does not work, take them to court and sue them.

wow I am really sorry to hear what happened. Especially with that
amount of money. Was it just one charge or multiple. I know with my
bank say I only have 500 and try to check 2000 it won't go thru and
only be charged the bounce fee don't know how it took that amount and
still bounced. Should also have listed when you first called tmo. If
you just called 2 days ago but the even is 3 weeks ago it does take
any company long to research and then will send you a check in the
mail. Can't be credited back to account. Also knowing how that was
charged would be helpful. Mail in check electronical what? When
entering those things in easy to typo and is unfortunatly a fact of
life. I am a tmo sub for about 7 years and am pretty pleased with them
usually get the few issues I have had fixed quickly. Also have no idea
why can't call them that is the first time I have heard something like
that. If you need to pay a bill that is one thing the will make your
phone do instead of anyone else but will call them. What I would try
and do is from a landline number call 18009378997 thier toll free
number and don't enter in mobile number keep pressing zero ask for the
customer relations fax number. They call back in no more the 72 hours
and that seems to be the people you need to speak with. Sadly there is
no number there you can call them at though. As far a being release
from your contract I can gaurantee that they won't do that but they
might be generous enoguh to cover to overdraft fees but I wouldn't
hold my breath on that on.

These types of mistakes happen way to often. I tried out at&t for a
while ,still being under contract with tmo to get the iPhone and keep
the tmo for business only. What a mistake. Used that phone for about 2
months and was going over the 200 SMS that comes with the plan so I
call att and add the unlimited SMS ok great all set right? Nope 3
weeks later get my bill. Gienuses removed the data feature and instead
of being disabled is charged as usage per kb and this device has
complete and full Internet long story short due to an att rep error I
got hit with 3000 $ data usage and they won't budge still paying it
but canceled account and new line with tmo for it. And I rate verizon
one tiny notch above them. Try getting that number and best of luck to
you.

... I use Tracfone, no contracts, no fees, just pay for a card and
load into phone and be on your way.

I would definitely contact your bank. There should be some way to
dispute the transaction. Good luck!

This is the reason that I don't give my bank acct. # to any company
for automatic withdrawal! I am assuming that this was an automatic
withdrawal rather than a check because it makes more sense. One
clerical error and you're the one that pays for days/weeks while the
company "clears things up". I don't think so.

I would be flipping out myself! Let us know what happens

It wasn't clear how the money withdrawn (Check, online payment or that
that T-mobile had authorization to take the money on a monthly basis)

If they had the account # to pull moeny monthly, this is an example of
why you NEVER give a business that access.

Oh...my.

I'd definitely start with the bank. If you wrote a physical check for
$110 and it went through the system as $2010, the bank should be able
to see it and correct that pretty quickly.

If it was an online payment, etc., it may be harder, but if you're at
your local bank talking to someone in person, they may be able to give
you some direction.

This is one of those situations where I'd contact my local
Fox/NBC/etc. troubleshooters and get them involved. They eat stuff
like this up, andT-Mobile has had more than enough time to fix it.

You can also keep getting on the phone and escalating up the chain.
Start asking for Mangers and Directors, not Supervisors. If you can
get to a VP level, they'll pay attention (trust me, they do -- my boss
just laid a couple of letters on my desk to deal with).

Please let us know how it works out for you.

thought this site may help get you started on who to contact at
T-Mobil to get your money back ASAP.

Its a listing of company execs, CEO, etc...if not enough info keep
searching online until you find something.
They owe you a large sum of money...let us know how this works out.

http://www.lead411.com/company.taf?_function=detail&Company_uid1=13113

Those bastards.

I am so so so so so so sorry you have to deal with this. I promise
you, if they did this to me, um, it wouldn't work. I don't have $2K
in my checking account.

What they are doing is appalling. I think they should do everything
you're asking. Heck, I also think they should send you a fabulous
gift just to make up for them being such poopheads.

Have you spoken with your bank? Maybe someone at the bank can help?
Otherwise, I think you should get an attorney and then sue them for
the money -- AND ATTORNEY'S FEES.

How do these things happen? We have seen a few similar letters here,
saying that a company took $2000, $3000, etc in ERROR out of a
customer's account.

I'm wondering how such errors occur. Computers make mistakes, but
this is a bit ridiculous. The only companies that have my checking
account are power and phone, and they have always worked just fine.

If anyone can relate that something like this has happened to them, or
knows of similar cases, it would be good to hear about it.

It is true that once something like this happens, it is extremely hard
to get it straightened out. I feel for the OP.

The OP says they can no longer speak with customer service - how
frustrating. I'm so glad I do not have a cell phone. These companies
sound horrible.