T-Mobile Corporate Office

Cornell Rowan _{on ChamberofCommerce.com}

Oct 24th, 2023

Dear T-Mobile Customer Relations,

I hope this letter finds you well. I am writing to express my extreme dissatisfaction and frustration with the handling of my recent iPhone 15 Pro order and subsequent refund process. Despite my efforts to resolve the matter, I have encountered significant difficulties and delays, resulting in a prolonged and unsatisfactory experience as a customer.

On October 2nd, I placed an order for the iPhone 15 Pro with T-Mobile. However, during transit, I made the decision that I no longer wanted the phone. Consequently, I promptly contacted T-Mobile to arrange for its return via UPS. Unfortunately, the phone got lost in transit, which further complicated the situation.

Upon realizing the loss of the device, I immediately reached out to T-Mobile customer service on October 17th to seek clarification on the matter. At that time, I was informed that T-Mobile had already received the phone and assured that I would receive a refund of $107. Additionally, I was told my bill would return to its normal state. I was instructed to wait until Friday, October 20th, without any further action required on my part.

On Monday, October 23rd, after the promised refund did not materialize, I contacted T-Mobile once again to inquire about the delay. To my dismay, I was informed that there was an issue on T-Mobile's side, which was preventing the refund from being processed. This conflicting information and lack of progress after a considerable amount of time have been deeply frustrating and distressing.

In my most recent call to T-Mobile today, I was informed that there is still nothing that can be done to resolve the matter. This ongoing ordeal, lasting over a month, has been a nightmare to navigate. I am disheartened by the lack of helpfulness and consistency in the responses I have received from your customer service representatives. Specifically, I would like to bring attention to Cassandra, whose unhelpful response and contradictory information regarding the timeframe for a resolution have further exacerbated my frustration.

It is deeply disconcerting that T-Mobile has had possession of the phone for half a month, yet I have not received my refund, and I am still expected to pay for a device that I returned in good faith. This situation is not only an inconvenience but also a significant financial burden for me.

I kindly request that you take immediate action to rectify this matter. I expect a prompt resolution in the form of a full refund of $107, as agreed upon by your representative during our initial conversation. Furthermore, I request that my bill be adjusted to reflect the cancellation of the iPhone 15 Pro order.

I am a long-standing customer of T-Mobile and have always appreciated the quality of service I have received in the past. However, this recent experience has significantly tarnished my perception of your company. I implore you to address this issue promptly and to ensure that other customers do not endure similar ordeals in the future.

I would appreciate a written response within ten business days detailing the steps that will be taken to resolve this matter satisfactorily. Please contact me at the phone number or email address provided above to confirm receipt of this letter and to