Isabella recently shared a TikTok video detailing how her mother, a loyal T-Mobile customer for two decades, encountered issues when trying to cancel her service. Despite requesting to cancel all three lines, T-Mobile mistakenly left one line active, resulting in continued charges. Initially, T-Mobile promised a refund but later billed Isabella's mom for the charges, including late fees and additional costs. The situation escalated further when the account was sent to collections, leaving Isabella's mom frustrated after years of loyalty to the carrier.
Despite admitting their mistake, T-Mobile failed to rectify the situation and instead raised the amount owed by the customer. Isabella's mom has filed a complaint with the FCC, signaling potential legal action. The handling of this case has raised questions about T-Mobile's customer service and actions towards long-standing customers.
If the claims made by Isabella are accurate, T-Mobile will need to address the situation and provide a resolution to regain customer trust. Requests for a response from T-Mobile have been made, and updates will be provided if the company responds.
