my name is Sonja and about 2 month after purchasing a phone for my daughter the battery doubled in size and was very hot to the touch, the phone would not hold a charge. Everytime that my daughter left the house the phone would go dead, she had to be near an outlet to be able to use the phone. My daughter was leaving on a school trip and the T-mobile store said that they were out of that battery so I had to go to the mall and purchase a new battery for $45. About 2 months later the phone started to do the same thing but this time the screen kept going blank. I contacted customer service and explained what happened. They agreed to replace the phone and give me a new battery , which they did. Then approximately 2 months later the battery doubled in size again and would not hold a charge. I went into the local office and was told that they did not have any batterries in stock. I asked them what was the problem ? why does this keep happening?They said maybe your daughter is overcharging the phone. I replied no, she’s not doing that. Then they said that sometimes if you are using a different charger than the one meant for that phone, it may blow out the battery. I told them that we were using the original battery purchased for the phone .I ended up going back to the mall to purchase yet another battery for $45. At this point I wasn’t paying the phone bill regularly because I felt that I wasn’t getting the proper service. When my daughter left the house, she could not use the phone, she could only use it when she was by an outlet. This was not my intent when I purchased this phone, I need to be able to contact my child and she needed to be able to use her phone in case of an emergency. Finally in August, the phone was worse than ever , I went into the local T-mobile branch again and spoke with the same representative that I have spoken to many times before about the problems with the phone. I explained to him that my daughter was going away to college in 2 days and she needs to have a dependable phone to communicate with me bacause there is no landline in her dorm.The representative said that I would have to call the customer service line. He decided to help me out and call for me. He spoke to someone on the phone, explained the problem and handed me the phone. The lady on the phone agreed to replace the phone and the battery and express it to me the next day so that my daughter could take it to college, but I would have to make my accout current and pay $98 that day, I paid it. The phone did arrive the next day without the battery. I called back and was by another representative that the lady should not have told me that she would replace the battery because they don’t actually carry that battery anymore and they could not send something that they did not have.The phone rep gave me a number to call, she said that they would replace the battery. I called the number and was told that the problem is that the mother board on the phone keeps overheating which is blowing out the battery. I was told that the phone was no longer under warranty but even if it was, they would not have replaced it, because for this to happen this many times meant that the problem was the phone, that’s probably why they had replaced it once before. I was told to call t-mobile back and tell them what he had just told me.When I called back I was told by a rep named Juanito that there is nothing that they could do about the problem with the battery she told me to call the other number again. I said that I was tired of going back and forth on the phone ,had I known that this would ,I never would have made a payment. I told the rep that I was fed up and could they just give me another type of phon because there is something obviuosly wrong with this type of phonee, she said no. I asked to speak to a supervisor and when I was transferred, the call dropped. I called back 3 more time and was told that I needed to speak to a supervisor but when I was transferred the call dropped3 more times. I went back to the store in the mall where I had previously purchased batteries and tried to buy another battery until I could figure out what to do, but they were sold out. I ultimately purchased another phone for my daughter at a time when I really did not have the extra money to spend. I recently received a bill saying that I owed for a disconnect fee. When I called to complain, I was told that my contract was not up and the charge was valid,This company did not provide the service that I was promised in the contract nor did it do anything to help me truly resolve this problem, but fully expected me to make my payments and stick with the service. This company gave me no other choice but dicsontinue the service. So what they are basically saying is that, it is not their problem that I was having a problem with their phone and had to spend extra money over and over again on batteries. Getting that bill was a slap in the face and not good business to treat your customer with such little regard.
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