A San Marcos woman called NBC 7 Responds after she said she was receiving bills for a cell phone she returned months prior.
Ursula Fitts said she thought her old cell phone was a goner. She said it was acting up and not working right.
“The battery went kind of low and I thought, it’s time for a new phone,” Ursula said.
So, Ursula went to a nearby T-Mobile store and bought a new phone. Days after buying it, something unexpected happened.
“I was in the kitchen and my other phone started ringing and I thought where is this coming from? It was my old phone. I thought it was dead but it came back to life,” Ursula said.
So Ursula decided to return the new phone. It had only been a week since she made the purchase and T-Mobile staff had mentioned she had up to 14 days to return the phone if needed.
“They told me there would be a restocking fee,” Ursula said, agreeing that she was fine paying it.
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Then another bill arrived in Ursula’s mail.
“The bill said I was passed due, $65-$70, something like that,” Ursula said.
When Ursula returned the phone the store did not automatically cancel her contract. Ursula tried to explain the mishap to T-Mobile staff but the next month, another bill arrived for $141.46.
Ursula tried calling T-Mobile a second time to fix the problem but the error wasn’t corrected. So she called NBC 7 Responds.
NBC 7 Responds contacted T-Mobile and within days, Ursula received a call that she would no longer be on the hook for the amounts she was billed for.
In an email, a representative from T-Mobile saidt, "T-Mobile's Customer Service team has resolved this issue with Ms. Fitts...we encourage you to follow up with Ms. Fitts as we believe she is now satisfied."
