Tmobile
 

I just want to share my "tmobile is dumb" story...

My bill was due the other day, I call in and paid thru the automated service. I was in the voice prompt hell section-- reading the routing number to my checking account, reading the checking acct number-- and half way thru the account number the system says "thank you, your payment was received and here is your confirmation number"

I hang up, call a tmobile rep and tell them the automated service cut me off and I didn't finish my checking account number. I ask if they can cancel the payment I just made and take a new one. The answer is no, once its in the automated system we can't cancel it. I tell the woman again that it didnt get my correct number.

She tells me I can't pay anything because now the account has a zero balance. Then she tells me wait until the check is returned NSF-- I tell her again, its not a valid checking acct number.
She tells me when the NSF charge comes across my next month bill I can call and attempt to dispute it-- they will consider reversing the charges. I tell her-- i will NOT pay the nsf fee, their system messed up not me. She says she realizes that but I might be able to get the fee refunded though.

I asked again, ":now i cant pay" again i am told no because my balance is at zero. I ask if I will get notification as to the check not being accepted. I am told no we will interrupt your service.

I complain that there is no reason to interrupt my service I am trying to fix their computer error and want to pay (so now we are back to me being unable to pay on a zero balance account) -- so I say "well i guess when the service is cut off I can call and give you the correct checking acct number" She replies "well no, because the check you just gave us will not have cleared and you acct wont be able to accept checks since you are bouncing a check today"

Hello Tmobile-- your system messed up and took half my acct number, w/ no verification system for me to confirm the account number
- i call to pay the bill, you tell me no
- you tell me i will owe an nsf fee for the system error
- you tell me my service will be cut off once the check doesn't clear
- you tell me i can't write a check to restore service
- rep confirms she noted the computer error and it is TMOBILES fault, not mine
This makes no sense to me!!!! Take my damn money, I just want to pay the bill and I will NOT pay the nsf fee and they better note that the bad check was their fault!!!
What a lovely waste of 45 minutes on the phone!!

Was she the only one you talked to? I think you should call back and explain the situation to someone else. I think that is lazy and just plain stupid that they cannot cancel the payment for you. They are supposed to be able to help you with this kind of thing. I imagine that it is quite common that people make mistakes with those automated systems. Tmobile should be more aware of how to handle this situation to make things easier for the customer. How do they expect to keep customers if they act like that?
That lady is an idiot. You should file some kind of complaint.

Winnie, call back and ask for a manager.

If that doesn't work, ask who is next up on the food chain.

So . . . call, ask for manager, if that doesn't work, ask for manager?

Good plan, Najdorf.

Cell phone companies def suck though, boss - and as you've found out, they're not exactly staffed with MENSA candidates.

I told them I would be calling back for a manager-- when I had more time to wait on hold! And I hung up at that point!

I have T-mobile & have done something similar, except I entered it wrong on the online bill payment system. I didn't have a late fee, they just called me& sent me a text telling me about it.

You shouldn't get an NSF charge b/c it's not NSF, it will be simply an invalid account #, especially if it only got half the number.

-Mark

Write a letter and include a check.

I'm glad you haven't taken to directly blaming the representative you spoke with-having worked in a callcenter with the crappiest software ever-you wouldn't believe how little access some agents have! WTF, I know!

I have T-Mobile as well & have also had a problem with making a payment on their automated system. T-Mobile contacted me & gave me another opportunity to pay. Hopefully you'll get it figured out!

From then on, I've been strictly on easy-pay!