STAY AWAY from T-Mobile

BEWARE if you're thinking of renewing your contract or switching to T-Mobile. I upgraded my phone at T-Mobile on 11/12/12 and paid $482.21 for it.

When I received the phone, there was a defect on the phone. Therefore, I returned the phone on 11/20/12 and my tracking number says T-Mobile received it on 11/21/12.

I still have not received the credit back from T-Mobile until today on Dec 29, 2012 after more than a month later. I have called them for more than 10 times and they kept saying I needed to wait 30 days to get my money back. After waited for more than 30 days, they told me again saying they see that a refund has been initiated on my account and blamed on my bank for not showing the credit.

So, I contacted my bank to verify if there's any pending credit coming from T-Mobile and I was told that there wasn't any. Then, I called T-Mobile again to ask for the credit back and was told that they will escalate my credit and I have to wait for a few more days to see the credit.

Then, they said I can go ahead and do the charge back on the amount with my bank. But I will be charged for the charge back fees of $20 for the money that they have been holding.

So, if you're thinking of switching to T-Mobile or renewing your contract, STAY AWAY from them.

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Maybe there're a little backed up because of the holidays? Not to mention banks are closed on holidays. I realize it's a lot that they're holding but I would just be patient.

A little backed up? That's just absolute poor customer service,unacceptable! If you're
Paying that much go prepaid.

I'm not familiar with T-Mobile's policy, but if they told you that you need to wait 30 days, that is probably in the agreement you made when signing up for T-Mobile.

If that is their policy, there isn't much you can do about it. After waiting 30 days, it will take time for the banks to process it, and because of holidays and weekends that can take longer like tavenger5 said.

That does sound like a lot of money for a phone, if you're paying that much you might be interested in prepaid like the member above mentioned.

I have been told that T-mobile is horrible when it comes to customer service. I do not have any experience with them myself so I cannot corroborate their story. It's terrible that you have had to go through that!

I ordered a basic phone (refurbished Nokia X2) for my 73 year old mother via T-Mobile.com and it arrived about a week prior to xmas, after trying to get familiar with the phone, it was determined that this phone just wasn't the one for her and I contacted t-mobile to exchange it for a different one. T-Mobile gave me the standard company line that I had a 14 day grace period and that I passed it and there was nothing they can do. I've been a t-mobile customer 10 years with 6 lines currently active, they've never had the best coverage, but always great pricing and customer service. Now it seems that customer service has never been worse and I will be looking to move my account the 1st chance I get...

I have had accounts with Verizon, T-Mobile and AT&T. For simple tasks like adding a line or switching phones, I have had no problems with the customer service at any of these companies. But when it comes to a disagreement about money, I can say I'm pretty sure they all pretty much suck about equally. Cell service providers are in a uniquely powerful position to bend you over and submit you to their will since there are only a few of them and there are millions of us who depend on their services. You might think that you have some leverage because you've been a customer for ten years, but what are you really worth to them in the long run? How important is a good customer service ranking compared to the money they make by being strict with their policies? Especially when they all pretty much take the same hard line?

I understand your frustration: Verizon once told me they would investigate my claim that their rep had misled me on a contract and that they would call me back with the findings before charging me on the bill in question. Seven days later I got a call from a collection agency saying that I was past due and Verizon had passed on the debt with no mention of the investigation. In the end I had tallied several hours on the phone and paid about half of what they said I originally owed.

BUT, you hear these stories all the time, from all the carriers. What's to say that switching to T-Mobile, AT&T, Sprint, or anyone else, is going to give you a better customer service experience?

I'm sure you are correct, all carriers suck equally these days due to lack of competition and pro-company long term contracts. Having said that, I would switch not in an attempt to find a greener pasture, but more of the simple fact that I feel there needs to repercussions for bad behavior. T-mobile will not miss my puny $200+ a month, but at one time I was a strong advocate of T-mobile and now (based on the outcome) I may go out of my way to be sure everyone hears my story and telling the truth is not slander. So with so much social media tools and various internet sites such as this, how much will the true cost of resolving a simple issue become for T-mobile? I'm not sure, but I can only surmise that it will be a whole lot more than $200 a month.

People and companies are not immune to problems, but what distinguishes good people/companies from bad is how they remedy a problem.