T-Mobile kept billing after I canceled a SyncUP/kids line — now says they can’t validate me without a PIN
I’m trying to figure out the best way to resolve this and whether anyone has dealt with something similar.
I had a T-Mobile kids/SyncUP-related line that was tied to another account. I went into a T-Mobile store to cancel it. The store put me on the phone with customer service, and customer service told me the account/line was canceled.
Two or three months later, I realized I was still being charged.
I called customer service directly. Again, I was told it and a second kid's line would be canceled and that I would receive written confirmation within 24 hours. I never received that confirmation.
Now when I call, they say they cannot validate me without a PIN. The problem is that this was a kids/SyncUP-type account/line and, as far as I know, it never had a separate PIN. The line/account was supposed to already be canceled. Their answer now is to go back into a store, but that is exactly what I already did, and the store just put me back on the phone with customer service.
So I’m stuck in a loop:
- Store sends me to phone support.
- Phone support says the line/account is canceled.
- Charges continue.
- Phone support promises written confirmation.
- No confirmation arrives.
- Then they say they cannot validate me without a PIN.
- They send me back to the store.
Has anyone resolved this kind of cancellation/PIN/SyncUP billing issue? Is there a specific T-Mobile department, escalation route, or wording I should use?
I’ve filed an FCC billing complaint and am planning to contact my bank about blocking future charges. Has anyone dealt with this kind of carrier cancellation/billing loop, especially with T-Mobile SyncUP or kids lines? Is there a specific escalation route or written-dispute process that worked?