T-Mobile Claim for Compensation

T-Mobile Claim for Compensation

What T-Mobile did:
Ok I am disabled so I have ALL my medical info, all my (and my husbands) banking accounts and my investments app (Robinhood). My whole life is on my iPhone 11. At around 1:30 am on Dec 16th, I went to check something on the Internet when my iPhone woke up,I had a notification that my McAfee security suite was disconnected (the notification said Disconnect notice sent-I want or Did NOT request the disconnect so after waiting the 4 1/2 hours I called T-Mobile at around 6 am I told this rep right away I wanted a supervisor becoz on my T-Mobile ID email address was different and unknown (my correct email address is: ******@*****.*** the email address that was changed was ******@*****.***), when I tried to change my T-Mobile ID email back to MY real email address I was sent a code from “T-Mobile” however these code emails were all sent to my Junk email box?!?! Usually when I get a REAL T-Mobile email it has always been sent to my inbox, so I started to get very scared and it was affecting my disability (when I am super super stressed I studder and breathing gets more difficult and fast), I explained to this male T-Mobility rep. I explained to this rep regarding my T-Mobile ID, I am a NEW customer I have only been with T-Mobile for about 2 weeks, when I opened a new account with the sales rep I specifically asked about the well known T-Mobile hack I asked if it was resolved I was reassured that all T-Mobile security issues have been dealt with appropriately and if I got the most expensive plan (Magenta Max) i would have all this security from McAfee. I got the Magenta Max plan. However over this past two weeks I have not been able to make phone calls, every time my fiance and I tried to make a a call it would either fail or not be able to connect, we had to use our home Wi-Fi if I want to make calls even after having the most expensive cell plan unlimited text & calls and highest security plan. The first rep, I explained how not only did I NOT have access to my T-Mobile account, my McAfee kept uninstalling itself, I was getting weird and numerous texts and email messages, and on my Bluetooth there is a different and unknown device connected however i CAN NOT remove them. Every time I tried changing my T-Mobile ID (from the fake ******@*****.*** to my actual email ******@*****.***) I would receive these email “codes” however the codes were ALL the same number (And these email were from T-Mobile but they were in my Junk email, every other time T-Mobile comes in to my inbox so that was a red flag) and I was not able to recover my T-Mobile ID as my T-Mobile app wasn’t working properly, it was then that I received an email saying my Hello Fresh account was just canceled (when I called Hello Fresh later, my account was fine), I had been on the phone for hours at this time, I told him about all the security breaches on my brand new iPhone 11! I did not want to go into ANY of my bank or personal med app’***** or any app that needs Face ID to enter I didn’t go on them. I took screen shots of my Bluetooth device connection page. So when I put this code in it would redirect me to a web page saying “Sorry, something went wrong” I tried ALOT of times getting the same message repeatedly. This rep told me the hacker only got access to my name, birth date and address ONLY! He told me I had nothing to worry about becoz the hacker can not get into my app’***** I tried explaining my Hello Fresh account was canceled, my McAfee security app was uninstalling itself and when I played my Apple Music, I play the songs in my library, shuffle is what I normally do, some songs would pause unexpectedly and other times songs that were NOT in my playlist would play and sometimes IT would Just stop playing. I explained that I had their most secure plan paying over $200 a month and all I wanted was to get two iPhones 13Pro as it had the highest security (5G capable &WEP3 and other higher security in general) without having to pay hundreds of dollars up front but I was willing to pay full price for a more secure phone, he told me that the iPhone 13Pro was on back order, I don’t care about phone cosmetics, I just wanted a MORE secure phone and help getting my account back. So I asked him about iPhone 12Pro, they had the iPhone 12 Pro in stock. All during this time I was getting weird and unknown emails/texts and ALOT of them.
After a while the first rep was able to get my T-Mobile ID account back, however he was unable to get the unknown device off my Bluetooth. I told him about when I opened the account how I explained to the sales rep that I needed the most secure phone/plan and I had asked the sales rep about the T-Mobile hack breech, those first rep told me all the hacker got was my name, address and birthdate and that I needed to relax everything was fine the hackers could not get into my personal apps, he’***** saying this as it’***** happening and he acted like I was inconveniencing him, he started to put me on pause more, when I had questions or concerns I would have to wait quite a while for him to get back on the phone, when he un-muted his end of the phone. He acted like I was over reacting. I only was asking to not have to pay for more secure iPhone 12Pro (since the iPhone 13Pro was on back order) up front,I was willing to pay over time. He told me I was not a well qualified customer (that PISSED ME OFF) i told him in the beginning that I was trying to work on my credit but that’***** why This HACK was problematic and how I just wanted a more secure phone. He said he could authorize me not having to pay up front for the two iPhones 12Pro but that he would my concern and put in a request to not pay the down payment required to get the newer iPhone 12 and that this request would take 1-2 hours. He also put in an investigation report on my hack (in had to ask him multiple times if they were even investigating these hacks. Ok so this first rep was only antler to get me back my access to my T-Mobile app. This rep explained how my request to not have to pay the down payment for the new more secure iPhones. I explained to this rep how devastating this whole situation was, I explained that I am disabled I that I literally have my ENTIRE LIFE in my phone, medical information, calendar events, banking apps, credit card apps, and my payments on my phone, that this hack is not only dangerous it is completely devastating. I A this is why I was requesting a newer more secure phone. I ended the call with him telling me some one would call back on my cell phone so to keep it close to tell me the answer to not my request.I waited 4 hours and when he (this same rep) called back he paused dramatically for about 1-2 minutes I knew he was going to deny me, he did deny me, this rep left me not having access to my T-Mobile app, leaving me with a hacker still on my phone (Bluetooth), I asked “What am I going to do?!?” Seriously I am paying for the most expensive plan because I was under the impression that had I come across any issues I was protected so I did all to speak with a supervisor, he explained that he was at home and it would take a bit to get a supervisor, he put me in hold. I was on hold for over 30 minutes when he finally came back on he hung up on me. I was fed up and anxious, extremely anxious. I called T-Mobile back and spoke with another rep she explained she was an expert and was confident she could help me. I explained my situation, she put me on a a brief hold came back and said that they were sending me the two iPhones 12Pro’***** without having to pay the down payment. A whole situation was extremely dramatic and unnecessary, it aggravated my disability to the MAX. I don’t think I was asking too much, I only wanted more secure iPhones with out having to pay the down payment now. I don’t know how much more I can take from T-Mobile!!!

I wanted more secure iPhones since the hack was on their side I didn’t want to have to pay the down payment. The reason I didn’t want to pay the down payment got the phones becoz I do our home budget and being so close to Christmas it works be awhile before I would be able to get new more secure iPhones on my own, this hack was unexpected and I was told T-Mobile had taken care of their hack issues (from the sales rep) it’***** obviously not! I suffer from a rare neurological disease so all this drama is truly exacerbating my symptoms. I believe becoz of what I went thru and goes I was told specifically that this issue wouldn’t happen I think $5000 is reasonable (I don’t know) for what they put me through. All the pain, all the drama and still not fully correcting my issues, this hack was on the T-Mobile side, they didn’t understand how devastating this situation was, or didn’t care!

Submitted by: Anonymous T-Mobile customer in Cross Plains | Read more T-Mobile complaints


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What T-Mobile did:
I traded my old phone- I was supposed to get a 200 dollar credit but ended up getting charged two hundred! They have received the old phone but they kept lying to me …. One of the lies was the find my phone was not turned off. I did a factory reset on it and that was a lie. I signed with them a month and a half ago and I spent more than an hour and half trying to get my money back. As a new customer it was pure hell. I have records on the phone call and a copy of the express USPS mail receipt that I got when I sent the old phone the next day I signed the contract. Their phone support team in the Philippines including the supervisors were extremely dishonest and frustrating. I spent an hour and half trying to get the money that was illegally charged to my account. I signed for auto pay thinking that it was a big and reputable company. Apparently they are not. What was worse is finally after spending an hour and half disputing the charge and being told that I would get my money back on my next billing cycle which was fraudulent and intended to make me wait for close to a month and get into another frustrating an hour and half argument was intended to make me throw the towel and lose my 200 dollars but I did not relent- they finally ageeed to give me the credit in 24 hour window and sent me a text confirming that but I am still getting the false notification that I had lost the credit for the old pgone! This ordeal has been a nightmare and continues to be. Please assist with the matter —- thank you

Submitted by: Anonymous T-Mobile customer in Silver spring | Read more T-Mobile complaints


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What T-Mobile did:
A year ago I bought an iPhone 12 Pro Max at T-Mobile, I did a trade-in. In order to get 415$ off in my new device the iPhone 12 Pro Max. They sent me a trade-in kit that I was going to use to send my IPhone 8 that one that I was trading, I sent my phone in their trade-in kit as I was told I get 100$ off from my bill and also my new phone the iPhone 12 Pro Max, Well, they we’re having delays in getting my old phone the iPhone 8 but they have tracking numbers and everything, unfortunately, the phone that I get the iPhone 12 Pro Max was having issues With the camera, I told them about this issue because I want to get a new device since the new one that I got it wasn’t working correctly, they told me I was going to lose my promotion, I told them it wasn’t fair because the phone wasn’t working well I sent the 12 pro max back they sent me a new one and also they told me they were going to move the promotion to new phone because the first one wasn’t working. A week ago i contacted them about this promotion and I asked them why i haven’t get any money yet, regardless the 100$ On my bill and year ahoy and they told me they don’t have any information about me sending any phone to them. But I do have the whole conversation when they told me the phone was on the way to their warehouse and providing me with tracking number and everything

I need to know what happened to the phone I sent to them a year ago

Submitted by: Anonymous T-Mobile customer in Clearwater | Read more T-Mobile complaints


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What T-Mobile did:
Financially they over charged me on n bill. I’ve lost time and money being on hold with them for hours. They told me they would wave the reconnection feels. Now that my service is off no wants RJ answer at all or even call back!

Submitted by: Anonymous T-Mobile customer in At | Read more T-Mobile complaints


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What T-Mobile did:
They was charging me for 2 lines and I didn’t have two lines and now I am fighting covid and they keep shutting my phone off every two days..also they sent me 3 Sim cards which I didn’t agree to and also my phone bill is super high and I can’t get a straight answer why it’s so high

Submitted by: Anonymous T-Mobile customer in Johnstown | Read more T-Mobile complaints


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