T-Mobile / bad customer service
On Friday, October 3, 2008, I applied for an account online, stating that I wished to port my mobile number from Sprint to T-Mobile. The T-Mobile website obtained all kinds of information from me, including billing information, my driver’s license number, and other sensitive information. Shortly after completing the enrollment procedure, T-Mobile sent me an email stating that I needed to call so that they could get more information from me. When I called, I was told that T-Mobile needed additional information, including my social security number so that a credit check could be processed.
I had no problems with your Customer Service department at this point. I understand that you needed additional information from me to run a credit check; that is perfectly understandable. However, when I received my phone the next day, I had SEVERAL SEVERE problems with customer service representatives.
When I received my phone, I received no instructions as to how to activate my phone. I was not given an account number, neither when I setup my account online, nor when I received my phone. Since people who called my phone number were still being sent to my old phone, I knew that T-Mobile had not automatically ported my phone number. So, I called Customer Service.
The first representative hung up on me. So, I called back. The second representative asked for my account number. I didn’t have an account number, so she put me on hold and then hung up on me. So, I called back once again, in a very angry mood. The third representative tried her best. She could not lookup my information by the information that I had already given T-Mobile (the number I wished to port, my ssn, etc.), nor was she able to lookup my information by the order number that T-Mobile provided me. So, she had to re-collect all my information and setup an account from scratch.
The lack of basic understanding by customer service representatives and problems with how the T-Mobile computer systems are setup caused me to waste over three hours of my day. When I ported my phone number FROM T-Mobile to Sprint last year, the whole process only took 30 minutes. Needless to say, I am not happy with my T-Mobile experience.
I am also very disturbed that none of the information T-Mobile collected about me (including my social security number, my driver’s license number, etc.) was not in the system.
I am concerned that T-Mobile's data collection practices are sloppy and have been compromised. Why wasn't the information collected both online and via phone in the system? Bad news for me, I'm sure. I only hope they'll tell me when someone has hacked out my personal information.
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