353909cd-e475-462f-907e-cfafc3c86967 I got firm direction with next steps not BS like my prior TMobile chat experience ► 8/PARTIALLY/7 N/A, 15 Oct. 2024 , 02:01am Welcome Marcus ! [Sent] Marcus West, 15 Oct. 2024 , 02:01am I need follow up on my refund issue. T-Mobile, 15 Oct. 2024 , 02:01am Hi there! You’re now chatting with T-Mobile’s Virtual Assistant on a transcribed line. Learn more at t-mo.co/privacy [Read] T-Mobile, 15 Oct. 2024 , 02:01am One moment [Read] T-Mobile, 15 Oct. 2024 , 02:01am Thanks! A live representative will be with you shortly. [Read] Info [Automated], 15 Oct. 2024 , 02:01am Wait times are longer than normal, a representative will be assigned as soon as they are available. [Read] Marcus West, 15 Oct. 2024 , 02:11am I was charged by someone in the T Mobile family 3 months in a row (June, July, Aug). The Aug amount was applied to my account. I still need June and July applied to my account. (I don’t think a refund is an option since that card has been canceled.) I have been working with T Mobile support for over a month. I have been told twice this would be corrected but it is still not reflected in my account. Please help. The amounts outstanding are: 147.12+147.14 for a total of 294.26 Marcus West, 15 Oct. 2024 , 02:11am [Image] T-Mobile AutoMessage, 15 Oct. 2024 , 02:17am We appreciate your patience. We're experiencing high volumes and wait times are longer than normal. Do you want to continue to wait for a representative? Yes, or No. [Read] Marcus West, 15 Oct. 2024 , 02:17am Yes T-Mobile AutoMessage, 15 Oct. 2024 , 02:17am Got it. Thanks for your patience during our high wait times. We'll connect you to a representative as soon as possible. [Read] Marjorie, 15 Oct. 2024 , 02:28am Hi, Marcus. This is Marj from T-Mobile, I'm here to help. Let's partner together to get this resolved. We appreciate your patience in being connected with us here in Messaging. [Read] Marjorie, 15 Oct. 2024 , 02:28am Thanks for your patience. I want to ensure I give you the most accurate information. Can I take a moment to double-check a few details before we proceed? [Read] Marcus West, 15 Oct. 2024 , 02:28am Yes Marjorie, 15 Oct. 2024 , 02:32am I appreciate it, Marcus. Almost done checking here. Thank you for the patience! [Read] Marcus West, 15 Oct. 2024 , 02:32am 👍 Marjorie, 15 Oct. 2024 , 02:37am Thank you so much for your patience. I'm sorry you had to wait so long. I appreciate you staying online while I figure this out for you. [Read] Marcus West, 15 Oct. 2024 , 02:37am I understand. Thanks Marjorie, 15 Oct. 2024 , 02:41am Hi there. What we are going to do is submit manually a missing payment ticket for you, Marcus [Read] [Privately] Markchristian, 15 Oct. 2024 , 02:41am Only one missing payment has returned on account. Make sure to do extensive research to confirm if a ticket was filed,. Use this doc. for guideline of the process. https://c2.t-mobile.com/accounts/missing-and-misapplied-payments#subhead4 [Sent] Marcus West, 15 Oct. 2024 , 02:43am Alrighty. I’ll hold here Marjorie, 15 Oct. 2024 , 02:45am Thank you for that and further checking, you are right. There was only 1 missing payment showing here and successfully returned somehow, we need to do this manually and we need the exact card that you want this to be refunded. [Read] Marcus West, 15 Oct. 2024 , 02:47am When this first happened… I was told to talk to my bank about stopping more transactions from occurring. They closed the card. I can give you a new card or you can apply to my account… but the original card is deactivated. Marjorie, 15 Oct. 2024 , 02:47am We appreciate your kind patience, Marcus. This request estimated will be researched within 24 hours. If the payment is found, it will be added to the account [Read] Marcus West, 15 Oct. 2024 , 02:48am Do you have a ticket number I can have for reference? Marjorie, 15 Oct. 2024 , 02:51am Good question! Once we've successfully submitted it in our end, we can definitely provide the reference for you! [Read] Marcus West, 15 Oct. 2024 , 02:53am Thanks. I think it may be helpful. I have had to come back to support several times now so it may be useful if I need to come back again! But hopefully, you have this moving in the right direction. Marjorie, 15 Oct. 2024 , 02:56am You're most welcome! And by the way, we need the payment details happened for us to be able to submit this successfully for you. May we know the last four digits for the card that was charged and then the exact time or around time that was deducted the payment, please? [Read] Marcus West, 15 Oct. 2024 , 02:57am You understand that card is no longer active right? Marjorie, 15 Oct. 2024 , 02:58am Yes, I understand that, Marcus. [Read] Marcus West, 15 Oct. 2024 , 02:59am I believe it was XXXX Marcus West, 15 Oct. 2024 , 03:00am As far as date… all I have is the day they posted, which is 6/24 and 7/24 Marcus West, 15 Oct. 2024 , 03:01am So those payments may have processed on your side a day or two earlier. Marjorie, 15 Oct. 2024 , 03:05am Thank you so much for your cooperation, Marcus! I appreciate your understanding. Just to be transparent, it seems that these payments haven’t been posted to your account, which is why we only have access to your information and not the card details. We truly appreciate your patience as we work through this submission—it can take a little time [Read] Marcus West, 15 Oct. 2024 , 03:05am 👍 thank you Marjorie, 15 Oct. 2024 , 03:08am Of course! And may we know the type of your card is no longer active now, please? (Ex. Credit Card - Amex, Credit Card - Discover, Credit Card - Visa, Credit Card - MasterCard) [Read] Marcus West, 15 Oct. 2024 , 03:08am Master Card Marjorie, 15 Oct. 2024 , 03:09am Thank you for confirming [Read] Marcus West, 15 Oct. 2024 , 03:10am 👍 Marjorie, 15 Oct. 2024 , 03:14am I appreciate your patience, Marcus. By any chance, these wrong payments, you received the notification as well via email app, correct? [Read] Marcus West, 15 Oct. 2024 , 03:17am Nope! No email at all. Just bank transactions. Marjorie, 15 Oct. 2024 , 03:21am Got it! Thank you for your confirmation and about the charges for the $147.12 in June and July, may we know how exactly you were charged that time? (ex. AutoPay, Future Dated Check) [Read] Marcus West, 15 Oct. 2024 , 03:23am One was 147.12 the other was 147.14 to be specific. I can’t say for sure… I think this was an issue that happened when establishing my TMobile account. Since it was recurring, I would say likely AutoPay. Marjorie, 15 Oct. 2024 , 03:26am Thank you so much for your confirmation. [Read] Marcus West, 15 Oct. 2024 , 03:26am 👍 Marjorie, 15 Oct. 2024 , 03:30am Hi there, Marcus. Here's the details for your reference that we are almost done submitting: 2 payments: 8255 card - CC-MasterCard 147.12 - June 24, 2024 147.14 - July 24, 2024 AutoPay [Read] Marjorie, 15 Oct. 2024 , 03:30am Are the information correct? [Read] Marcus West, 15 Oct. 2024 , 03:30am Looks correct Marjorie, 15 Oct. 2024 , 03:31am Awesome! We will let you know once this submission is done with the reference ID/# provided for your reference, okay? Thank you so much for your patience here with us [Read] Marcus West, 15 Oct. 2024 , 03:31am Thank you Marjorie, 15 Oct. 2024 , 03:34am I should be the one thanking you for being so understanding and easy to work with, Marcus. You're very welcome. I'm here to ensure you have the best experience possible Rest assured, we won't leave this chat without giving you the information you need. And we sincerely apologize if this took much time before it was being escated as missing payment. Good thing, you reached out to us today to fix this. [Read] Marcus West, 15 Oct. 2024 , 03:34am 😊 Marjorie, 15 Oct. 2024 , 03:38am While I got you here, may I know if there is anything else I can help you with aside from this? I want to make sure to provide you all the help needed and give you the best here in T-Mobile. [Read] Marcus West, 15 Oct. 2024 , 03:38am Nothing else. This is all! Marjorie, 15 Oct. 2024 , 03:42am Got it! Much appreciated and good news! Here's the reference for the form IDs that have been created for the missing payments request: Form ID: 87326539 Form ID: 87326553 [Read] Marcus West, 15 Oct. 2024 , 03:43am Awesome! So I guess next step is I would hear from them? Marjorie, 15 Oct. 2024 , 03:43am Please be advised that it will take an estimated 1-2 business days to be investigate and then you will receive a text from our payment team within 3 business days [Read] Marjorie, 15 Oct. 2024 , 03:43am Yes, that's absolutely correct, Marcus! [Read] Marcus West, 15 Oct. 2024 , 03:44am Great. Thank you. You have been fabulous. Have a nice day! Marjorie, 15 Oct. 2024 , 03:46am Pleasure is all mine! Please stay awesome. And we do hope this takes place sooner than usual. For updates on our offers, promotions, and to find a T-Mobile store with the device you want in stock, check out these helpful links below. • https://www.t-mobile.com/offers/t-mobile-tuesdays • https://www.t-mobile.com/cell-phones/deals/special-offer • https://www.t-mobile.com/stores/locator/ You too! I appreciate your precious time here, Marcus. Thanks a lot, and bye for now! [Read] Marcus West, 15 Oct. 2024 , 03:46am 😊