Overcharge/Strange charge for T-Mobile | GetHuman-myndiwe

Overcharge/Strange charge for T-Mobile

I hold a JUMP! Lease agreement with T-Mobile and upgraded from a Space Gray iPhone 6 64GB to a Black iPhone 7 128GB by ordering in-store on 9/16/16. I attempted to trade in the iPhone 6 in-store, but I was told that is not permitted, and I would have to mail the phone to corporate using a provided UPS shipping label.

When I received the label in the mail, I used it to ship the phone back to T-Mobile. I was not given any documentation from UPS. The phone is no longer in my possession and has (presumably) been with T-Mobile since I shipped it back. However, I am now being charged monthly for two lease payments. Upon speaking with customer service, I was first told it would take 8 business days to research my handset and that they could not issue any bill credits.

I then took a closer look at my online account and noticed that the two recurring lease charges were for the black iPhone 7, which I do own, and for a Gold iPhone 6 16GB. Note, I have never owned this model iPhone.

I contacted another representative after placing the initial request for research because I noticed the discrepancy in phone models on my account. I was then told that it would take 13 business days to complete the research to credit my account for the overpayment. I was not given any solution as to what would happen if the company could not find record of my returned handset. I would just like to have my overpayments returned to me, and my bill corrected for the future. I have already paid more than the amount of my monthly bills in erroneous charges, and would rather not wait another two weeks for the issue to only "possibly" be resolved.

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