On Your Side: T-Mobile accused of $700 refund runaround, says customer

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News 12 at 6 o'clock / July 22, 2014


AUGUSTA, Ga. (WRDW) -- Oba Wallace said he has been committed "I've been a faithful customer for over 4 years, and this is the thanks I get," said Wallace.

He said his relationship with T-Mobile has become strained after paying $660 cash on a Samsung Galaxy S5 back on April 30.

"With that big awkward thing you had to, you had to hold it with two hands," said Wallace.

He said he decided to return it the next day for a refund. Just minus the $50 restocking fee.

"They told me I had to wait on a corporate check, and I'm still waiting," said Wallace.

He said it was supposed to be mailed within a week. It has been 83 days and still no refund, and Wallace said each time he calls about his money, the arrival date changes.

"The last time I talked with them on June the 30th, they told me to give them at least 30 days," said Wallace.

While Wallace has no idea when or if his refund check will ever show up, if he had bought that phone with a card instead of cash, he could have disputed the charge with his bank.

"It makes me feel like they just don't care about the people, the customers," said Wallace.

On Your Side called and emailed T-Mobile on two occasions about Wallace's delayed refund. We are waiting to hear back. According to the Better Business Bureau, we are not alone. The Washington state BBB tells us that T-Mobile gets an F-rating for failing to respond to customer complaints.

"I'm 65 years old and living on a fixed income. Six-hundred and ninety-five dollars is a lot of money," said Wallace.

He said if he does not get what is due, he will being separating from T-Mobile for good.

"I feel so foolish. A big company like that wants my $700," said Wallace.

Consumer experts said when buying expensive items like flat screens, laptops or even cellphones, you may want to use a debit or credit card. That way if there is a problem with the item, or with the refund, the bank can intervene and possibly resolve the issue quicker.

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