T-Mobile customer overchargedPosted: Updated:
PHOENIX -- A cell phone billing error was costing a woman and her niece hundreds of dollars. And when the women couldn't fix the problem, they turned to 3 On Your Side.
Rosa Mendez would do anything anything for her family. "I work hard for them," Mendez said. "So I tried to provide the best I can for them."
And one of those family members is her niece, Diana Lopez."I tried to help my niece because she's by herself," Mendez said. "Single mother and just a high school graduate."
So when her niece landed a job, Mendez had no problems helping her get a phone.
"We went to the T-Mobile store cause that's where the phone was that she wanted," Mendez said. "And I helped her; I helped her to get the phone ."
Mendez helped by co-signing the account to help establish her niece's credit. The account was in good standing and eventually it transferred to her niece's name only.
But when T-Mobile came up with a "no contract" policy, Diana decided to cancel her T-Mobile service, especially since she was told she wouldn't be penalized with a cancellation fee, and would just have to pay her remaining bill balance.
"After I told them, they said, OK," Lopez said. "It's gonna be $70 and some change. So I said, OK. I'm gonna use my debit card."
So Anna gave her account information, and thought that after paying the $70, she was done. But she had to think again, after checking her bank account.
"And it said, that they had withdrawn $233.29," Lopez said. "After I found that out, I called them and I tried to figure out what was going on."
Lopez said she couldn't get any clear answers, and was shocked when T-Mobile withdrew another $200 a few weeks later.
"I couldn't afford to pay them the first time or the second time," Lopez said. "Nonetheless the third time."
But it didn't stop there, T-Mobile then billed her aunt and threatened to send her to collections. That's when the women contacted 3 On Your Side.
"They've taken out $233 twice," Lopez said. "That's almost $500. Plus the $233 that they're trying to take out of my aunt's money as well."
3 On Your Side contacted T-Mobile. The company couldn't give us any account information but promised to look into the matter. And they did, immediately, crediting back Lopez's account and taking Mendez out of collections.