11/28/2012 - attempted to order t-mobile refurbished hotspot, with monthly service online. Was asked to call in to verify information (due to a past identity theft, I have to go through these hoops every single time I want to purchase anything requiring some kind of credit check.) I speak with employee named Jesse via internet, and then by phone. He has to reenter my data, due to the website timing out.
He places my billing address, as my shipping. (we recently moved, so I was still updating all of our accounts.) The product is supposed to ship to my mothers address.
12/4/2012 - I call in to ask where the product is. It was alleged by T-mobile to have been left on the doorstep on 11/30/2012, but my mother who was home, didn't see anything. the line was suspended and I was advised it was a precaution. Although there was no use on the line, it was a "better safe than sorry". I was advised it would take 72 hours to research the complaint, and then they could issue me a new device.
On December 7th, I received an email advising me that I could check my T-Mobile bill online. Still no device, and no update from T-mobile.
On December 11th I called in to check on the status of my account, I noticed that the automatic system advised me that my line was suspended (GOOD!). The first spoke with Nicole, who advised that the Handset Research department had stated there was use on the line and claimed to have emailed me on December 7th. She also noticed there was no usage on the line, so she escalated to her Supervisor and then advised me it would be another 72 hours.I advised that I would instead like to cancel my account, and she transferred me to Charmain.
Charmain then said I would have to speak to another department if I wanted to cancel my account, so she transferred me to Danny. Danny's cell phone was ringing the intro to RIhanna's song S&M, on the third ring (A na na na Come on!) Danny advised that I needed to be placed on hold so that Danny could research my account.
Danny then said that a new investigation would have to be made to cancel the serial number, gave me a rude excuse about Tmobile having to be careful due to suspicious activities and then said I would have to wait till next Monday, before I could get a refund. Danny did promise that if there was any news, I would get a call. --Danny never did call.
12/14/2012 I get an email stating ""Thank you for taking the time to contact T-Mobile. We have determined the handset has been delivered to the address on file and the IMEI associated with the order is in use on the account. ****The item had clearly been stolen, and a complaint was filed with the Bexar County Sheriff department. The phone line, which is suspended, was never used....but the serial number known as the IMEI is in use.
12/18/2012 I call in asking about my refund. The CSR checks mya ccount, see's everything going on, see's that there is no activity on my line - and requests a refund. Advising it will take a few days.
12/21/2012 I call in and speak with Lin, I get disconnected (not her fault). I call back and speak with Jay, who advises that he has to have his supervisor look into the matter, to issue me a refund. Handset research department once again refuses to give a refund of my 250$, because the Serial number of the product is in use - The. Stolen. Product. Is. In. Use.
12/28/2012 I speak with Marge asking about my refund, she transfers me to the "Buyers Remorse" line and I speak with Josh, who is as befuddled as I am as to why I'm transferred to him, because he can't help me. I then get transferred to Rochelle, who is kind, but issues the same "we're so sorry - it's the handset research department. we don't know why they keep kicking it back. its obviously stolen. Ill escalate it to my supervisor" - she does however advise that even they don't have a way to call over to handset research department. She advises me to call back on Tuesday, New Years Day - and says they will be open.
1/1/2013 I call in to T-mobile and they are closed.
1. My product that was ditched on the doorstep by UPS, was stolen. (Tmobile is clearly aware of that, by their emails. Call it an omission of guilt)
2. There is a report filed with Bexar county sheriff department.
3. T-mobile is refusing to refund me for the product.
4. They never attempted to send new product.
5. They have my 250$, and continue to refuse refunding the money.