T-mobile accidently charged my mom 4,000 dollars!

Kyougu

So I just found out that T-mobile accidently charged my mom 4,000 dollars about 2 weeks ago. She was making a payment over the phone, and there was a malfunction where they thought she was making a 4,000 dollar payment.

Ever since then she's been on the phone with them, and she's gotten the run around. They promised to mail her a check within ten days, but I find that unnaceptable (and so does she, she's very stressed, doesn't help she's diagnosed with depression.) Every time she's tried to get them to do something more, she' been met with "We can transfer you to the legal department." as her only option.

Any advice on what to do? Naturally canceling the account, but anything else?

Thanatos

Talk to the legal department?

Dark Moon

The payment over the phone seems to hint that she's using a credit card to pay the bill. Is this so? If she did use a credit card, have you do a chargeback. The charge is fraudulent, so there should be no problem performing this.

If she didn't use a credit card, she should email ExecutiveResponse@T-Mobile.com. This is T-mobiles highest echelon of customer support, which is staffed by wizards that can do anything to satisfy the customer. They should be able to help her really quickly.

Edit: If she would prefer to talk over the phone, here's some phone contact info for T-Mobile's corporate offices:

Robert P. Dotson - President, CEO, and Director
12920 SE 38th St.
Bellevue, WASHINGTON 98006
1-425-378-4000 - Corporate Switchboard

noir_blood

Send your story to consumerist.com They tend to be pretty good in giving advice that might help you. And from the same website;

T-Mobile CEO
robert.dotson@t-mobile.com

Kelly Spindle
Executive Customer Care Cordinator
877-290-6323 ext 8082

Be polite and professional. If you call the CEO, tell them your problem and let them know you been a member. This tends to get pretty good results a lot of times.

Pheezer

Once I got double billed by my cell phone company and the rep was all "oh yeah we'll get that back you in a few weeks" and so I very calmly told the rep that I would like to hold while she got her supervisor and told him/her that if the sum was not refunded immediately that I would simply call my credit card company and have them do a chargeback.

The supervisor took the call and promised me that the refund had taken place and that if I called my credit card company that they'd be able to confirm it and apologized for the mistake.

Nobody wants you to do a chargeback against them. If they don't give in right away to the threat of one, just contact your credit card company and do it. It costs you nothing and solves the problem right away.