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N/A, 10 Nov. 2024 , 04:58am Welcome Gisselle ! [Sent]

Gisselle Lugo, 10 Nov. 2024 , 04:58am Hello

T-Mobile, 10 Nov. 2024 , 04:58am 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, 10 Nov. 2024 , 04:58am One moment [Read]

T-Mobile, 10 Nov. 2024 , 04:58am Thanks! A live representative will be with you shortly. [Read]

Gisselle Lugo, 10 Nov. 2024 , 04:59am I want to talk about a charge that wasn’t supposed to be charged on my card

Gisselle Lugo, 10 Nov. 2024 , 04:59am And i want a refund

Ericajoy, 10 Nov. 2024 , 05:00am Hi Giselle! This is Erica from T-Mobile Messaging, I’m here to help. I understand that you are contacting regarding charges, let's work on this together. Can you specify the charge you are mentioning so I could check? [Read]

Gisselle Lugo, 10 Nov. 2024 , 05:00am It’s about a phone replacement but i sent back the phone and my card got charged for that phone fee

Gisselle Lugo, 10 Nov. 2024 , 05:00am I just want a refund, i don’t want credit on my account

Gisselle Lugo, 10 Nov. 2024 , 05:00am That charge was supposed to get taken off regardless

Gisselle Lugo, 10 Nov. 2024 , 05:01am And then it still says i owe 299.99 which is impossible

Ericajoy, 10 Nov. 2024 , 05:01am Got you on this. Checking your account now. [Read]

Ericajoy, 10 Nov. 2024 , 05:06am Thanks for your patience! Upon reviewing I am not seeing any recent transactions for this one. May I know the date when you sent back the device? [Read]

Gisselle Lugo, 10 Nov. 2024 , 05:07am I sent it back on the 29th

Gisselle Lugo, 10 Nov. 2024 , 05:07am I talked to someone before and said that the fee will be taken off

Gisselle Lugo, 10 Nov. 2024 , 05:07am But i got charged for it instead

Ericajoy, 10 Nov. 2024 , 05:10am I see. I am reviewing the details now, one moment. [Read]

Ericajoy, 10 Nov. 2024 , 05:15am I took the liberty in reviewing the previous conversation you've had with us and it is stated that the credit for your replacement phone is already pending and it will be applied on your account on the 12th. So no need for you to pay those charges, sounds good? [Read]

Gisselle Lugo, 10 Nov. 2024 , 05:16am I get that but i got charged 299.99 on my card today

Gisselle Lugo, 10 Nov. 2024 , 05:16am Although I paid what i had to pay which was for my phone bill only and not the fee

Ericajoy, 10 Nov. 2024 , 05:19am May I know if this is for the amount $105.27? [Read]

Gisselle Lugo, 10 Nov. 2024 , 05:19am that’s what was left to pay for the actual phone bill due and there was 299.99 left but it still charged my card

Gisselle Lugo, 10 Nov. 2024 , 05:20am I have a screenshot of the charge

Gisselle Lugo, 10 Nov. 2024 , 05:20am i just my refund

Gisselle Lugo, 10 Nov. 2024 , 05:20am want**

Gisselle Lugo, 10 Nov. 2024 , 05:20am On the same card, no credit

Ericajoy, 10 Nov. 2024 , 05:22am Thanks for confirming, Gisselle. But rest assured that there is a pending credit right now. [Read]

Gisselle Lugo, 10 Nov. 2024 , 05:23am okay what about the charge on my card?

Ericajoy, 10 Nov. 2024 , 05:24am What we can do right now is to wait for the credit to reflect on your account and see the options for moving forward. May I please know if you are available for a call back after 48 hrs? [Read]

Gisselle Lugo, 10 Nov. 2024 , 05:25am So i can’t get my money back although everything is paid for and returned ????

Ericajoy, 10 Nov. 2024 , 05:27am Please know that I am in my best interest to help this get resoled, Gisselle. I am suggesting for an option that we can try to put the amount on your card. [Sent]

Ericajoy, 10 Nov. 2024 , 05:31am I was also able to confirm that on 11/08/2024, the credit was requested to be reflected on your account. [Read]

[Privately] Macarolyn, 10 Nov. 2024 , 05:31am the credit is now reflecting on the account, we can check option for manual payment refund once the credit reflects on your account [Sent]

Ericajoy, 10 Nov. 2024 , 05:34am Additionally, the credit is now reflecting on the account, we can check option for manual payment refund once the credit reflects on your account. If you are worrying about the current dues on your account, we can set up a payment arrangement for the meantime to keep you connected, shall we proceed? [Read]

Gisselle Lugo, 10 Nov. 2024 , 05:36am I don’t have payment due??? I don’t know what that payment is for. I paid my phone bill amount that was actually due & the remaining is from the phone that i returned. AND ON TOP OF THAT, i got charged 299.99 on MY CARD

Gisselle Lugo, 10 Nov. 2024 , 05:37am I don’t understand why i still owe more??? My original bill amout was 600

Gisselle Lugo, 10 Nov. 2024 , 05:37am Half of that was from the phone bill and the phone fee

Gisselle Lugo, 10 Nov. 2024 , 05:37am I paid the phone bill that’s due

Ericajoy, 10 Nov. 2024 , 05:40am I did a review of your account and everything is fine. [Read]

Ericajoy, 10 Nov. 2024 , 05:41am There are no other charges except for the $299.99 that will be credited soon. [Read]

Gisselle Lugo, 10 Nov. 2024 , 05:41am I have a charge on my bank account though

Gisselle Lugo, 10 Nov. 2024 , 05:41am From today

Gisselle Lugo, 10 Nov. 2024 , 05:42am Would you like to see???

Ericajoy, 10 Nov. 2024 , 05:42am Yes, I was able to see from your account here that you were charged with that amount. [Read]

Gisselle Lugo, 10 Nov. 2024 , 05:43am Will i get refunded back on my card?

Ericajoy, 10 Nov. 2024 , 05:45am As I mentioned earlier, the best course of action for us right now is to wait for the credit to be applied on the account, from then we could check other options on how to put that on the card. [Read]

Gisselle Lugo, 10 Nov. 2024 , 05:45am that doesn’t make sense

Gisselle Lugo, 10 Nov. 2024 , 05:45am how do i still owe 299.99 and i got charged the 299.99

Gisselle Lugo, 10 Nov. 2024 , 05:45am It doesn’t make sense

Gisselle Lugo, 10 Nov. 2024 , 05:45am i just want my refund

Ericajoy, 10 Nov. 2024 , 05:48am It is processing already, Giselle. [Read]

Gisselle Lugo, 10 Nov. 2024 , 05:48am How long?

Ericajoy, 10 Nov. 2024 , 05:52am We can check and see if it is applied in 48 hrs. [Sent]

Ericajoy, 10 Nov. 2024 , 05:59am I will also give you a call back with that timeframe so we can check together the available options for us. Would that be fine? [Sent]