'offline' finance department

Hi all

Just found this site and it looks like there are some knowledgeable people here

. I'm hoping someone else will have had dealings with tmobile support and their 'offline' financial department.

The summary of my problem is that a payment was made by my bank to t-mobile for an amount of $5000 instead of $5. Neither my bank nor myself want to take responsibility for the error, but since they're bigger then me, it looks like it was my fault.

So far, attempting to get my money back from tmobile has been an exercise in futility. Apparently my request is being processed by an 'offline' department that can only be reached by email. Its been over a week now, and not one person can tell me exactly where my money is (or even where in the process they are).

Has anyone dealt with something like this before? Or even heard of this all powerful 'offline' department? I need to get my money back before the end of the month or I'm in deep doo-doo.

Thanks
M<

How was the payment processed E.C.P. or Credit Card??

Hey I will trade you phone bills lol wish my bill was 5 bucks! But seriously if the payment was Credit Card they can do a refund right to the card or if it was an electronic check payment you will unfortunately Probably have to wait until you receive a refund check and it will definately take longer then 5 days :S

Apparently, it was a check sent by the bank, even though I made an online payment.

I guess I'm just frustrated that there is absolutely no way to expedite the process. If this were any other comapny, I would've immediately been transferred to a finance department and it would've been sorted out.
With t-mobile, you need to deal with the poor helpdesk person who also doesn't know what's going on, so its frustrating on both ends.

Thanks
M

P.S. the payment was $5 because I'd underpaid by something close to that amount in my monthly payment. Why did I do that you ask? Because t-mobile's website does not show you the exact amount you need to pay for some reason. Well, it doesn't show me anyway... mabe it doesn't like me

Customer care dept should be able to process your refund without going to a different dept. Also as for not seeing your whole acct online, if you have more than 1 phone on your acct, you might need to call cc and have them add "master previliges" to your line in the system so you can see it all...

Has the payment for 5000$ posted to your account??? I dont see what the problem is if it has. If NOT then you need to talk to your bank because Tmobile has not go your money. The payment would take at most 2 hours to post to your account if you did it online. When you fax their Customer Relations department then they should resolve the issue within 72 hours. If you dont get notification from Tmobiles CR Department then call in and ask a CC rep if they have notated your account. Worst comes to worst Get hold of FC and ask that rep for THEIR Fax number, all you will need if your BAN number, phone number the reps name and rep id as well as their SITE number. Obviously this is alot of money that has some how gone missing so Imagine how you sound without sending in proof would you send someone $5000 that said you owed them. I dont know if filing a complaint with the BBB was needed quite yet.

ok let me fill in the details.

Tmobile gets sent a check from my bank, which is a guaranteed check. Meaning they would not send it only to pull the funds later.
Tmobile cashes the check and the funds get pulled from my bank account. My tmobile account shows a positive balance of $4870 (after they paid my feb bill with some of it).

Tmobile claims that they can't just issue a refund because my bank may pull the funds at a moments notice because its such a large amount. This is plainly a lie, since it was a bank guaranteed check that they received and subsequently cashed.

After speaking to endless CS reps and never getting the same story twice, I've now faxed over my bank statement to no less than 3 seperate phone numbers, all without making any visible difference. It's now been 10 days since the money left my account and still the CS reps do not know what the status is of my refund.

Quite frankly, for this amount of money, I would expect some sort of escalation procedure. Or at least to speak to someone in the refund department that can tell me plainly how long it would take and what the current status is.
All this messing about with customer service people is annoying and unnacceptable. No offense to them intended, its not their fault that all they have the power to do is read the comments on the account.

I reported it to the BBB because when I'm over $3000 overdrawn on my account and I need to buy groceries, medication and pay bills.... the last thing I want to hear is "Sorry, there's nothing we can do."

FC = Financial Care
BAN - Your Tmobile Account number, its on the top of your bill

FC should be able to see if the payment is going to back out or is in the process of being backed out of. I understand your fustration with T-Mobile, but this all sounds like it started with an extremely Careless mistake on your banks part. Good luck, Hope I helped you some how.

'offline' finance department

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