Transferred our phones out to take advantage of a promo with another carrier, kept the internet. T-mobile then ran an internet promo. I called to see if they'd honor the pricing difference. They wouldn't, so cancelled the first account (or so I thought) and opened a new internet account. Sent the first modem/router back when we received the new one. Realized the "new" one was the previous model rather than the newest technology. Customer service said to go to the store to exchange. Store said customer service had to do it. Meanwhile, received another bill for the internet line that was supposedly cancelled. Called back to customer service, couldn't find any record of the cancellation although they acknowledged receiving the returned router. Finally said they actually cancelled it, but they couldn't use the credit on the account to pay the phones off b/c the account had been cancelled. Customer service told me that they would send the credit to my bank (took the routing number and account). Never deposited. Called customer service back one week later. I was told I needed to call the bank to check on it and that it had been approved on their end. When I pressed, they informed me that it had been returned to the previous method of payment rather than my bank (which was a gift card from the new cell phone carrier meant to pay off the phones) and could I check on whether I received it. I informed them that this wasn't a credit card that I possessed. The CSR said that they weren't able to hear me on the phone and they hung up. I had to call the gift card company (wasting more of my time for their error) since the card can't be "reloaded" as a prepaid card and need to call back in 3-5 business days to see if this was resolved.
Needless to say, the router, the account, and the bill still haven't been resolved. I'll be cancelling as soon as I know I can get my money back
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