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  #1 (permalink)  
Old 01-03-2012, 06:53 PM
cameo
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Default T-Mo's screwed-up billing system

It was back on last Black Friday when I switched from my old, basic
post-paid plan to a $30 prepaid Monthly 4G plan and I thought by now
they would stop billing my for the old plan at the same time they are
also billing me for the new. But no such luck: I've just noticed they
debited my checking account for the old plan again today as I was set up
for auto-pay, directly from my bank.

Let's see, on my initial activation they already charged my VISA for
$65.68 when I thought they would charge me only $30. But later I thought
the extra charge was to close out my old account. But then they still
debited my bank account a month ago and again today while at the same
time they also charged my VISA another $30 on Dec 28 for the new prepaid
plan. I'm going to call them up again but I'm afraid it will be another
phone tag hell as one rep passes me to another.

Frankly, I don't think this is a deliberate milking of customers on
their part but a really screwed up, inflexible billing software system
that is not kept up-to-date with their ever changing plans. Anybody else
having this kind of experience?

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  #2 (permalink)  
Old 01-03-2012, 11:27 PM
tlvp
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Default Re: T-Mo's screwed-up billing system

On Tue, 03 Jan 2012 11:53:28 -0800, cameo wrote:

> It was back on last Black Friday when I switched from my old, basic
> post-paid plan to a $30 prepaid Monthly 4G plan and I thought by now
> they would stop billing my for the old plan at the same time they are
> also billing me for the new. But no such luck: I've just noticed they
> debited my checking account for the old plan again today as I was set up
> for auto-pay, directly from my bank.
>
> Let's see, on my initial activation they already charged my VISA for
> $65.68 when I thought they would charge me only $30. But later I thought
> the extra charge was to close out my old account. But then they still
> debited my bank account a month ago and again today while at the same
> time they also charged my VISA another $30 on Dec 28 for the new prepaid
> plan. I'm going to call them up again but I'm afraid it will be another
> phone tag hell as one rep passes me to another.
>
> Frankly, I don't think this is a deliberate milking of customers on
> their part but a really screwed up, inflexible billing software system
> that is not kept up-to-date with their ever changing plans. Anybody else
> having this kind of experience?


Not meaning to sound vicious or unfeeling, but: what on earth possessed you
to give T-Mo unfettered rights to recurrently debit your bank account? You
didn't really imagine they'd get it right, did you? ... they'd not snark
something up? Now what? -- my advice (though i am not an advisor, and your
mileage may well vary from the expected norm): get your bank to change your
account number as protection against unwarranted, unauthorized ACH debit
transactions. And don't let T-Mo know what the new account number is :-) .

HTH. Cheers, and ... umm ... Happy New Year! -- tlvp
--
Avant de repondre, jeter la poubelle, SVP.

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  #3 (permalink)  
Old 01-04-2012, 08:08 PM
cameo
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Posts: n/a
Default Re: T-Mo's screwed-up billing system

On 1/3/2012 4:27 PM, tlvp wrote:
> Not meaning to sound vicious or unfeeling, but: what on earth possessed you
> to give T-Mo unfettered rights to recurrently debit your bank account? You
> didn't really imagine they'd get it right, did you? ... they'd not snark
> something up? Now what? -- my advice (though i am not an advisor, and your
> mileage may well vary from the expected norm): get your bank to change your
> account number as protection against unwarranted, unauthorized ACH debit
> transactions. And don't let T-Mo know what the new account number is :-) .


Finally I was able to talk to a couple of their reps about their
billing. I had to talk to different ones with regards to my old postpaid
basic plan and the new Monthly4G prapaid.

I was able to clear up the billing about the old postpaid plan and was
told that my last bill was the closing bill on that one and the apparent
duplicate billing was due to the delay in post-paid billing.

That still left me wondering if the old plan was billed and paid off
separately from the new prepaid plan, why my VISA is billed each month
$50 (plus sales tax) each month on a $30 plan without adding the $20
difference to my account balance. Actually, the first time I was billed
was $60 + sales tax which at that time I assumed was to pay off the
partial month on my old plan plus the $30 monthly prepaid fee. But now I
wonder if the extra $10 was the activation fee or some other such
one-time set-up charge. This is the part I was just not able to clear up
with the T-Mo Monthly4G billing rep. She told me that I was charged the
$50 monthly because I pre-authorized them for that charge, though I
assumed at the time that I only authorized that much for the first
payment with any excess going into my account balance. Apparently they
just assume that I was gifting the excess to them because they sure did
not add it to my online balance. Only my separate individual payments
are going there right now. So the best advice they could give me was to
remove the VISA from my account to stop those automatic charges in the
future but they acknowledge no oblogation on their part to refund the
extra charges for the two months or move it to my balance account for
use in future payments.

One of the biggest problems with their prepaid plan is that they don't
provide any billing statements for it, so it's very hard to argue with
them online about it. They also don't keep an online payment history
that I could access in my online account.

I am at the point where I'm just too tired to pursue this with them as
long as they really stopped billing me on the old plan and will start
using my online balance for payment now that I removed my VISA card
account from my account. I'll just to have to eat those extra charges,
I'm afraid.

> HTH. Cheers, and ... umm ... Happy New Year! -- tlvp


Thanks, and same to you. I'll need it,


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  #4 (permalink)  
Old 02-19-2012, 03:43 PM
Loony
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Posts: n/a
Default Re: T-Mo's screwed-up billing system

On 04/01/2012 21:08, cameo wrote:
> On 1/3/2012 4:27 PM, tlvp wrote:
>> Not meaning to sound vicious or unfeeling, but: what on earth
>> possessed you
>> to give T-Mo unfettered rights to recurrently debit your bank account?
>> You
>> didn't really imagine they'd get it right, did you? ... they'd not snark
>> something up? Now what? -- my advice (though i am not an advisor, and
>> your
>> mileage may well vary from the expected norm): get your bank to change
>> your
>> account number as protection against unwarranted, unauthorized ACH debit
>> transactions. And don't let T-Mo know what the new account number is
>> :-) .

>
> Finally I was able to talk to a couple of their reps about their
> billing. I had to talk to different ones with regards to my old postpaid
> basic plan and the new Monthly4G prapaid.
>
> I was able to clear up the billing about the old postpaid plan and was
> told that my last bill was the closing bill on that one and the apparent
> duplicate billing was due to the delay in post-paid billing.
>
> That still left me wondering if the old plan was billed and paid off
> separately from the new prepaid plan, why my VISA is billed each month
> $50 (plus sales tax) each month on a $30 plan without adding the $20
> difference to my account balance. Actually, the first time I was billed
> was $60 + sales tax which at that time I assumed was to pay off the
> partial month on my old plan plus the $30 monthly prepaid fee. But now I
> wonder if the extra $10 was the activation fee or some other such
> one-time set-up charge. This is the part I was just not able to clear up
> with the T-Mo Monthly4G billing rep. She told me that I was charged the
> $50 monthly because I pre-authorized them for that charge, though I
> assumed at the time that I only authorized that much for the first
> payment with any excess going into my account balance. Apparently they
> just assume that I was gifting the excess to them because they sure did
> not add it to my online balance. Only my separate individual payments
> are going there right now. So the best advice they could give me was to
> remove the VISA from my account to stop those automatic charges in the
> future but they acknowledge no oblogation on their part to refund the
> extra charges for the two months or move it to my balance account for
> use in future payments.
>
> One of the biggest problems with their prepaid plan is that they don't
> provide any billing statements for it, so it's very hard to argue with
> them online about it. They also don't keep an online payment history
> that I could access in my online account.
>
> I am at the point where I'm just too tired to pursue this with them as
> long as they really stopped billing me on the old plan and will start
> using my online balance for payment now that I removed my VISA card
> account from my account. I'll just to have to eat those extra charges,
> I'm afraid.
>
>> HTH. Cheers, and ... umm ... Happy New Year! -- tlvp

>
> Thanks, and same to you. I'll need it,


If you are in USA AT&T is very similar - a bunch of thieves.


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  #5 (permalink)  
Old 02-19-2012, 11:32 PM
nobody@nada.com
Guest
 
Posts: n/a
Default Re: T-Mo's screwed-up billing system

On Sun, 19 Feb 2012 16:43:16 +0000, Loony <Loony@nowhere.con> wrote:

>On 04/01/2012 21:08, cameo wrote:
>> On 1/3/2012 4:27 PM, tlvp wrote:
>>> Not meaning to sound vicious or unfeeling, but: what on earth
>>> possessed you
>>> to give T-Mo unfettered rights to recurrently debit your bank account?
>>> You
>>> didn't really imagine they'd get it right, did you? ... they'd not snark
>>> something up? Now what? -- my advice (though i am not an advisor, and
>>> your
>>> mileage may well vary from the expected norm): get your bank to change
>>> your
>>> account number as protection against unwarranted, unauthorized ACH debit
>>> transactions. And don't let T-Mo know what the new account number is
>>> :-) .

>>
>> Finally I was able to talk to a couple of their reps about their
>> billing. I had to talk to different ones with regards to my old postpaid
>> basic plan and the new Monthly4G prapaid.
>>
>> I was able to clear up the billing about the old postpaid plan and was
>> told that my last bill was the closing bill on that one and the apparent
>> duplicate billing was due to the delay in post-paid billing.
>>
>> That still left me wondering if the old plan was billed and paid off
>> separately from the new prepaid plan, why my VISA is billed each month
>> $50 (plus sales tax) each month on a $30 plan without adding the $20
>> difference to my account balance. Actually, the first time I was billed
>> was $60 + sales tax which at that time I assumed was to pay off the
>> partial month on my old plan plus the $30 monthly prepaid fee. But now I
>> wonder if the extra $10 was the activation fee or some other such
>> one-time set-up charge. This is the part I was just not able to clear up
>> with the T-Mo Monthly4G billing rep. She told me that I was charged the
>> $50 monthly because I pre-authorized them for that charge, though I
>> assumed at the time that I only authorized that much for the first
>> payment with any excess going into my account balance. Apparently they
>> just assume that I was gifting the excess to them because they sure did
>> not add it to my online balance. Only my separate individual payments
>> are going there right now. So the best advice they could give me was to
>> remove the VISA from my account to stop those automatic charges in the
>> future but they acknowledge no oblogation on their part to refund the
>> extra charges for the two months or move it to my balance account for
>> use in future payments.
>>
>> One of the biggest problems with their prepaid plan is that they don't
>> provide any billing statements for it, so it's very hard to argue with
>> them online about it. They also don't keep an online payment history
>> that I could access in my online account.
>>
>> I am at the point where I'm just too tired to pursue this with them as
>> long as they really stopped billing me on the old plan and will start
>> using my online balance for payment now that I removed my VISA card
>> account from my account. I'll just to have to eat those extra charges,
>> I'm afraid.
>>
>>> HTH. Cheers, and ... umm ... Happy New Year! -- tlvp

>>
>> Thanks, and same to you. I'll need it,

>
>If you are in USA AT&T is very similar - a bunch of thieves.



Ypu could say that about any of the cell carriiers. I just finished a
fight with Verizon over eakry termination fees (and won).

We have gone to prepaid _T-Mobile and Page Plus) and just log on and
renew one period at a time. We never let either take money from
anywhere else.

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  #6 (permalink)  
Old 02-20-2012, 03:37 AM
cameo
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Posts: n/a
Default Re: T-Mo's screwed-up billing system

On 2/19/2012 8:43 AM, Loony wrote:
> If you are in USA AT&T is very similar - a bunch of thieves.


That's where I am. About two miles from T-MO HQ. I'm glad to say that
after I removed my VISA from the T-Mo account, they finally started
taking the monthly $30 from my accummulated balance. I just hope they
won't wipe off the remaining balance per the original expiration date
even though I was reassured by one of their reps that she extended it to
cover the remaining balance. By the time that comes around, they could
deny that promise. They record those conversations on their end but who
does it on ours?

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