T-Mobile Problem Reported to GetHuman by GetHuman-myndiwe

November 22nd, 2017

Report Details

Summary of the problem
Overcharge*Strange charge for T-Mobile
Company and department tried
T-Mobile - Customer Service
Reported by
GetHuman-myndiwe - GetHuman user since July 26, 2017
Problem classification
T-Mobile: Lower my Bill
Date of incident
November 10th, 2017
Reported by GetHuman-myndiwe
Reported on November 22nd, 2017 from Maine
Problem report / further detail
I hold a JUMP! Lease agreement with T-Mobile and upgraded from a Space Gray iPhone * **GB to a Black iPhone * ***GB by ordering in-store on *******. I attempted to trade in the iPhone * in-store, but I was told that is not permitted, and I would have to mail the phone to corporate using a provided UPS ****pping label. **When I received the label in the mail, I used it to ****p the phone back to T-Mobile. I was not given any do***entation from UPS. The phone is no longer in my possession and has (presumably) been with T-Mobile since I ****pped 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 * 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 *, which I do own, and for a Gold iPhone * **GB. 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 ** 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.**Thanks for your help!
How GetHuman-myndiwe attempted to contact T-Mobile
Searched around for a T-Mobile FAQ on forums.t-mobile.com
Was equipped with the following information
Email
Reported back to GetHuman as fixed
Fixed, on November 28th, 2017

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