T-mobile customer care sucks, so i decided to try here before deciding the next step on this issue
I opened a new account with t-mobile sept 2012 i believe, bought a galaxy S3 $200 down payment plus $20 dollars a month for 20 months because t-mobile does not give discounted prices on new accounts anymore like every other major carrier (weird). ok 2 months after i receive a message to update the operating system, after that update the phone didnt pick up a data connection anywhere for 2 days, took it to a t-mobile store the guys that helped me tried everything on the phone but could not fix or identify the problem. im told i will be sent a new device by mail, by mail ? cant you just take your defective $600 dollars phone back now and give me a new one, no t-mobile does not do that like every other major carrier plus i will be charged a $20 shipping fee ( really ) but the associate tells me he will try to wave that charge. ok, so here is your defective phone, the associate replys no sir when you receive your new phone, you have to mail the defective one back to us with a prepaid label included in the package your going to receive with your new phone (ok).
2 days later i get my replacement phone, the phone was clearly not new ( refurbished ) no battery, no back cover. next day drop the defective one using the prepaid label provided, for the next 7 days i get a text message daily reminding me to return the device ( i already did that ) more text messages for the next 2 weeks telling me i havent returned the defective device, to do so to avoid being charged. then finally they stop.
AFTER OVER 2 MONTHS, 2 days ago i receive an email telling me my bill is ready. ACCOUNT BALANCE $762.62 ( No Way )
One time charge for warranty non return fee = $524.99
warranty fee tax = 46.59
TOTAL = $571.58 (****ING INSANE )
Called T-mobile customer service, and according to the extremely unhelpful Rep she tells me i am being charged for the defective phone that i did not return ( she automatically assumed i did not return the non working phone ) we go back and forth for about 5 minutes about it to the conclusion of we cant do anything about it, it was my responsability to send the phone back ( I ALREADY DID !!!!! ALMOST 3 MONTHS AGO ) i asked to speak to a supervisor, she tells me they'll tell me what she just told me, i tell her i want to hear it from him or her, she puts me on hold for exactly 22 minutes and then the call drops.
Called back a few hours later hoping not to be conected to the same moron that probably hung up on me earlier, i get a decent rep on the line which tells me the same thing, that the defective one was never returned to t-mobile.
now im being charged 571.58 for a device i returned months ago, i still owe $360 for the financing of that same defective device. no help, all im getting from t-mobile is we never received the device, so i guess its my fault and i have to pay for it, or they actually think i didnt return the NON WORKING piece of plastic they sold me for $600 dollars and im still paying for it and want to charge me again for it
Why is this happening almost 3 months later, if t-mobile really didnt receive the device why they didnt contact me to resolve this issue when it happened months ago, just slap an INSANE charge on the account and expect me to pay for something i have no way to prove i did return. This is a straight robbery
Can someone Help me !!!!!!!