t-mobile strikes again

[AnqeiicDemise]

Not too long ago, I posted on how frustrated I was dealing with them on updating my cc card. Someone had mentioned I should be a bit more patient but what I forgot to mention is that I work at a call center too and I deal with a bunch of irritable folks and by the time I get home/have free time to call T-mobile, my patience has already worn thin. Which is why I normally have my husband handle these things because the cue he works on is a lot smaller and he doesn't take the large volume of irritable callers I deal with.

I was frustrated because I felt trapped in a catch 22 that day. I had to update my cc info and the reps couldn't do it via the phone, we had to do it online and the website said we had to do it on the phone. Eventually one really nice vpc said to make a payment on their tel payment system because that usually updates the info. My husband, at that time, mentioned how he was weary of doing that because we got double drafted the LASt time we had to do that. She said it should be fine. Blah blah.. auto draft payment won't go through if the tel payment does.

Whatever.

So, what happens today?

BAM

Double draft.

I got hit with the telpay system AND the website because the cc info did stick online. WTF? I'm so irritated, I feel like throwing a hissy fit, but as a courtesy I won't. I'll withhold my rage and have my husband call during his lunch to get this settled.

Oh wait. I can't. I have to do it since he won't be allowed to handle this even though he is listed on the account. They alwas give him gripe about it when he calls in on his own. I don't get it-- I mean, I know why comcast does it as I'm the only person listed on the bill but the t-mobile bill comes in our names. I thought I had fixed the clearence issue a long time ago but apperantly I didn't. Ugh.

[Jester]

Yet more evidence that I am doing just fine with Sprint.

[AnqeiicDemise]

After I posted this, I bit the bullet and called them to figure out what the heck had happened.

Apparently, I wasn't the only customer affected. The first guy said quite a few thousand folk got their payment drafted early today. But he couldn't help me, he said. Another guy would do it.

And that was the name of the game for about half an hour.


Billing: I can't help you; finances can!
Finances: I can't help you, although this is clearly our error; Flex pay will help! I don't want your account to be suspended for having a flex pay of 0.
me: I've had a flex pay of 0 for six months since I bought my unlimited text plan, why would it be suspended?
Finances: They'll explain.
Flex pay: We wouldn't suspend you, you've been current and up to date on your bill. You don't go over minutes either, so what's the problem?
Me: I got double billed.
FP: You paid five days ago and paid again, want to keep this as credit?
me: No. I want my money back; I didn't pay a second time on purpose or on error; I was double drafted by your system.
FP: Oh. So you want to make another payment?
Me: ... No..
FP:You can always go into our auto pay system an--
Me: I don't want to give you a third payment and be pre-paid until January; I want to get my money back.
FP: ....
Me: ...
FP: You want your money back? But you are current.
Me: I know I am current. In fact I'm already paid for a month I haven't used.
FP: So what's the problem?
Me: I want my money back!
FP: You want your money back? But you paid --
Me: No, I didn't pay today; I didn't authorize any payments today. I paid my bill on 11/26 after I updated my payment info on the 20th. I was paid. My next billing cycle is for 12/26... why would I pay my next bill five days after I paid my last bill and three weeks before my next cycle starts? Seriously.. who does that?
FP: well.... um..
Me: No, seriously, this isn't funny. I have an auto draft set up for the middle of each month. I'd be pretty crazy to prepay three weeks early knowing a payment will be *automatically drafted, no matter what* on the 26th per usual.
FP: So.. what do you want me to do today?
Me: I WANT MY MONEY BACK!!! -seethe- I didn't*authorize* any payment to be drafted today. Ever. This payment was taken early without my knowledge and if I hadn't been keeping an eye on my bank account I would have *never* known I have a credit on my account and quite frankly, I am now short on money to pay my bills. The money used for this payment was not T-mobile's money, but *mine* and seriously, I may be quite current on *this* bill today but I am not going to be paying late fees to my apartment or over draft fees to my bank because your company made a mistake. You are the third person I speak to today and each person has told me the next one would take care of it. If *you* cannot fix this problem I want you to get me in touch with someone who can because quite frankly, this is quite unbelievable. I shouldn't have to deal with the aftermath of t-mobile's mistakes when I had nothing to do with it. I could understand you denying me my refund if I was past due or if I had made a payment this evening but I did neither of those things.
FP: ...
Me: Will you be able to get me a refund or not?


She then went on to apologize and said she'd speak to a supervisor to look over my case notes. I did get my refund but it will come through in about four to five business days. I just hope I can do some form of payment plan for those anger management classes I have to take for the DV case or I'm screwed.

My mom's supposed to refund me the money for my Kitchen-aide she had me buy for myself (x-mas present) but the check hasn't gotten here yet. We really were not planning on a) being hit with two drafts for the same bill. b) buy the present or c) get the car fixed all in the last week. -.- We should've had enough for rent, classes and groceries still but noo... someone's computer system went wonky.

PS: You guys would have been proud of me; I didn't cry, yell or even dare to swear. I think the fact that I was still at work had something to do with it, but seriously.. bah, what a hassle.

And I wasn't too mad at FP either, I was just annoyed at the company's attempt to keep my cash when it wasn't due either. She was the *only* one who followed case notes on my request to go by my middle name. Another reason I wasn't going to flip out on her either.