Bellevue, New York
United States - 98006-1350
The company refuses to stand behind their product or offer any type of assistance to their customer I have the insurance and still was not able to get my phone fixed in a timely fashion. I was told that I was a lair and dropped my phone that I needed to file an insurance claim since I had not dropped my phone I was told it was a warranty issue. When I went to the local "warranty" replacement /service center I was insulted and told it was not something they were going to repair. I called the customer care to obtain a corporate number and was told they had only an address and no contact number. To me as a customer service agent myself this is extremely poor customer service.
The service in and of itself is horrible, the customer service only makes it ten times worse. I would not recommend this service to anyone and have in fact filed a complaint with the better business bureau.
I have been a t-mobile customer since 2002. I receive no credit for that at all. you have to purchase their...
It all began on 09/15/2007, I called T-Mobile to inform them my fairly new cell phone was not working. I was told that I had to take it in to the store to check for water damage, etc. and to see if it was replaceable under warranty.
On 09/26/2007, I went into the T-Mobile store and the representative there by the name of Herby helped me and checked the phone and stated it was defective. He then contacted T-Mobile and was told that I would be receiving a refurbished phone with return label to send back original.
10/1/2007 (Approximate) I received my refurbished phone in the mail. Guess what? My replacement phone for my original defective phone was also defective. I was so upset that I did not want to deal with T-Mobile at that time.
10/15/2007 Called customer service to inform them that the replacement phone they had sent was also defective. Was informed that I had to take the phone back to T-Mobile store to check for water damage, etc. I then informed them that I did not have time waste and continue to go to the T-Mobile store for their mistake. Mistake of not making sure the replacement actually worked. I told them that I would have to see when I would be available to go back into the store. I was told that it was fine and had time.
10/31/2007 Went in to T-Mobile store to check phone again for defectiveness. At that time I was really upset since I paid full price for the phone $450.00 with taxes, and was getting a refurbished phone. This did not make sense! I was offered a new cell phone but the replacement cell phone is actually cheaper than my phone and did not have the capabilities my MDA does. After much dispute with the T-Mobile clerk she contacted technical support. I spoke to a supervisor who was very rude and did not help at all. He stated all that he could do was replace the replacement. I would then be on my third MDA. Supervisor told me in front of T-Mobile clerk over the phone that he would send out replacement and once I received it to return the original phone, and the first replacement.
11/15/2007 Contacted T-Mobile that I had not received replacement and was waiting to receive the phone to return the original and second replacement. Was then informed that it would be sent out as soon as possible that there was a back order on the phone and did not have refurbished ones in stock. How can you not have inventory on a phone you have sold. I hung up.
12/21/2007 Called T-Mobile again and was told that a replacement was never sent because I did not send in my original phone. I did not send it in because I was told to send back the orginal and the first replacement when I received the new replacement. I couldn't believe all the chaos. At that time I told the representative that I would be sending it in that day and she said it was fine. Never once did she say it was too late to send phone back and receive a credit for the restocking fee. Was told that I would receive credit on of before 12/30/2007.
12/24/2007 Tracked the phone they received it on 12/24/2007 and called in the same day. I was told that it was still in the process.
12/31/2007 Called T-Mobile and was told that I would not be getting the restocking fee back and that I would have to pay $505.36, may I mention the phone cost was $399.99 plus tax approximately $450.00. So how can they charge $505.36 for a phone that was never that much to begin with.
First, he stated that I was being charged the restocking fee because my phone had water damage. I then stated, 'how can it have water damage when a T-Mobile representative at the T-Mobile store checked the phone for water damage and stated that it was just defective there was no water damage and she called it in to get the new replacement.' He then sounded confused and changed his story.
Then he stated that I had passed that return time frame and would have to pay this restocking fee. I explained all the issues I had and was told by the representative that there was no one, I mean no one, at this time, that could reverse the charges. I then told them how could they charge $505.36 and keep the phone. The guy did not know what he was talking about. He stated, 'you have a refurbished phone that we sent to you that is why you're paying the restocking fee.' I then stated, 'no I'm paying the restocking fee because you're showing I did not send back the original phone which is a lie because I did and I have a tracking number from UPS to prove that someone there signed for it. The restock fee is a charge that is placed on the account if you do not return the original phone that was replaced by the refurbished phone that you sent. It's basically charging you for the replacement.' He argued for a while and I then asked to speak to supervisor.
The supervisor understood what I was saying but he then stated that there isn't a way to get the phone back. Once they receive that phone it's hard to get it back. How in the heck can you profit twice from me. 1. You have my original phone which works better that the refurbished phone they sent. 2. I have now paid for the restocking fee for the phone I sent back. I then asked to cancel my services but you know what happens then. They threaten you with the cancellation fee of $200.00.
I'm not going to give up though, I've paid this restock fee which really hurts your pocket when you have an $750.00 cell phone bill and $505.36 really isn't yours.
Have a complaint on T-Mobile. I called on 01/06/2008 to see why my bill was 710.00. I have been with them for almost a year and never had this problem. The rep told me to look on my statement at the overages and call back if I see a problem. I did just that and even emailed them. I called today spoke with Cindy in Corporate Office advise her of situation. All she did was keep getting an attitude with me instead of resolving the issue. I was suppose to have T-Mobile to T-Mobile calls added to my account in May when I did a different plan. I was told that my Favorite 5 can only be updated every 30 days even if your T-Mobile phone states that it is updated. Now the other calls which I was responsible for would be taking care of. I called again and the lady Jessica just made arrangements with me to pay the balance just not all at once. This company is a ridiculous wireless service. They treat their customers very rude. You would think they would show some type of courtesy since it is their fault and I have been a customer for almost a year and never had a billing issue or balance that was this high.
We have been battling with T-Moble regarding charges contact from ER Solutions regarding payments that are...
I have been a customer with T MOBIL since 2000, I have problem with the sales representative, not obeying my request for a one year plan. I verbally told the rep. I wanted a One Year Plan, and she signed to a two year plan. This Rep knew exactly what she was doing, keeping me focused on her people skills and not on what I requested. I added two phones on the family plan I specifically told the rep I not sure about responsibility my family would have with these phones, so I need a One year contract. I know these reps get a rate for each plan they sale, but when it comes to being hustled, as if I was buying a phone on the street by a T MOBIL REP, I am out shocked. A big company like T MOBIL have turned their companies representation over to the common sale rep, who is not thinking of the companies rep, but who they can trick to obtain their quota for the month. Shame on you T MOBIL and I WILL MAKE A SPECIAL EFFORT TO LET ALL WHO WILL LISTEN TO LOOK OUT FOR THOSE HUSTLER REP IN THE T MOBIL OFFICE.
I signed up with T-Mobile in June of 2004. I got what I thought was a decent plan at $39.99 for 600 minutes per month, a one year contract, and a Samsung phone which came with a $50 mail in rebate. I sent in all the paperwork and never got the $50 rebate. After a few aggravating months, I stopped calling T-Mobile and accepted the $50 loss. In September 2007, I decided to upgrade my phone, which also came with a $50 mail in rebate and of course I had to extend my contract with T-Mobile for another two years. I received the phone in a timely manner but with absolutely no paperwork, for the rebate, nor the charges for the new phone. I called T-Mobile days later to see why I haven’t received the bill or rebate forms and was assured that I would receive those in the mail. I never got them. I called T-Mobile again and was told to wait until the charges were put on my credit card and then to call their office to have the rebate forms sent to me. Well, it wasn’t until late November 2007 that my credit card was charged for the new phone. I called their office on December 2, 2007 to discuss this with them and the representative that helped me told me that I had to call Young America (the company that deals with all their rebate offers) to have them mail me the rebate forms. Now the representative at Young America (Lewis #493366) tells me that they cannot mail me any rebate forms, T-Mobile has to do that. So I call T-Mobile once again. This time, their representative (Jenna #0150409) tells me that they cannot mail me the rebate forms either. WHY AM I GETTING THE RUN AROUND? I don’t understand, so I request to speak to a supervisor or another representative that could better assist me and all she does is say, “I understand how you feel, but there is nothing that we can do.” I also tell her that I was given the run around when I first signed up with T-Mobile and that I refuse to let them do the same to me again and that now I am just requesting that T-Mobile credit my account for $50. She refused to that by saying again, “I understand how you feel, but there is nothing that we can do.” T-Mobile is simply refusing to send me the rebate forms and if they ever do, then I will be denied the rebate because I didn’t file it in a timely manner with the company. T-Mobile has seriously disappointed me. I will never recommend them. I will make sure that I tell everyone about how T-Mobile has no regard for their customers.
Below are the exchanges I have had over the past few days with T Mobile Customer Care. Unfortunately I did not make a copy of my original complaint to T Mobile, which is replied to below.
----- Original Message -----
From: customercare AT t-mobilesupport.com
Sent: Sat Nov 17 08:45:06 2007
Subject: Re: My T-Mobile.AccountManagement
Hello, my name is Beckee. I am so very thankful that you have taken the time out of your busy schedule to contact T-Mobile! I will be more then happy to assist you, as we at T-Mobile always want to leave you with a long lasting impression of T-Mobile's World Class Customer Service! I see from your email that you are upset because of the handlings of the account yesterday as you were both unable to verify the account and have it unlocked. I am very sorry that this has happened, as I know how frustrating it can be when you are unable to access the account! I will be happy to look into this for you! Brett, I am truly sorry as I know just how annoying this is, but the account has not been verified. If seems that a PIN number has not been added to your account so we will need you to create one. In order to do so, I need you to verify this account with the following information: Account holder's name: Account holder's birthday: Address listed on account:
Please verify with the above information and as well include a PIN number to add to the account. This can be 1-10 numbers (numbers only). We will then add this to your account so that you can verify it in the future with no problems! If you have any more questions Brett, please do not hesitate to contact our Customer Care Center by calling the toll free number [protected] or by dialing *TOGO then SEND on your handset. You can also reply to this email and a Customer Care Specialist will be more then happy to assist you! Thank you again Brett for contacting T-Mobile and for being a loyal customer! We value our customers as without you, we would not have won our 6th J.D. Powers and Associates award! It is because of you that we strive to make our company the best! Kindest Regards,
Beckee F. 7284550
Customer Care Specialist T-Mobile USA
----- Original Message -----
To: customercare AT t-mobilesupport.com
Sent: Sat Nov 17 09:38:29 2007
Subject: Re: My T-Mobile.AccountManagement
Beckee or whomever receives this,
The information as presented below is incorrect. Locking the account was my mistake but it was fixed yesterday morning with my first phone call. Now I will get to the real matter at hand. The REAL problem came from an attempt to add money to my daughter's Sidekick from Thursday night. When I input all applicable data and my contact phone numbers the next screen said you were having technical difficulties and were sorry. As I found out with my third or fourth phone call to customer care this was because my credit card had to be verified. I also found out from the 8th person I spoke with that you have a 4 hour timeout for verification and if you are busy and don't get to a request it still timeouts without any action being taken. I asked why I wasn't called and the third person I spoke with said you have to abide by telemarketing rules. I then asked why my cell phone wasn't called. He didn't have a response. This was the same customer care rep that told me the $100 option I chose Thursday night isn't applicable to the Sidekick. (if it isn't applicable then why is it an option for her account? Makes you wonder) I then got back online and chose the $50 option. The exact thing happened with the error screen. I called back to inquire and it was at this time I was transferred to and thru 3 reps. I requested to speak to a supervisor more than once. I was hung up on during one of these. I finally spoke with Allan in the verification department who was my 8th care rep in an hour of trying to find out why I could not add money to an account. It is my impression that I was lied to which is evidenced by the different information provided by 2 people on the $100 option and by the statement you have to abide by telemarketing rules so my phone wasn't called to verify the credit card. I told Allan that if this Sidekick wasn't a gift to my daughter I would just throw it away. There is no reason I can see for me to have to go through what I did yesterday morning. In fact, my very last line requested a phone call to discuss this issue and T Mobile figured it would be easier to modify the issue at hand and send an e-mail instead. Now, do you think there is a reason for me to be frustrated and to have a fabulous long lasting impression of T Mobile? It is back in your court. What do you think the leadership of T Mobile would make of this? I do not think this is in line with the core values of the company. Brett
----- Original Message -----
From: Customer Care
Sent: Sun Nov 18 19:30:46 2007
Subject: Re: My T-Mobile.AccountManagement
Hi my name is Tom, thank you for taking the time to contact T-mobile. I understand you are very upset over an issue you experienced when trying to add a $100.00 refill to your daughter's prepaid service account and you asked a few questions. I will strive to provide you with world class customer service. We realize how important this issue is to you Brett, and I will be happy to help you out today. I understand your frustration with the refill issue you experienced and I sincerely apologize for that. I have reviewed the prepaid account and it reflects a refill of $50.0 was added to her prepaid account a couple of days ago. I am not sure how I can help you, but I will answer the questions you have provided as best as I can.
1. When I input all applicable data and my contact phone numbers the next screen said you were having technical difficulties and were sorry. As I found out with my third or fourth phone call to customer care this was because my credit card had to be verified?
This information was not available to us for a review, but I believe this information was provided to you by the prepaid service center and it sounds correct.
2. I also found out from the 8th person I spoke with that you have a 4 hour timeout for verification and if you are busy and don't get to a request it still timeouts without any action being taken?
Again this is not information we have available to us, and I believe the prepaid service knows their system better than we do. I am not sure if this was correct, but it sounds good as an answer.
3. I asked why I wasn't called and the third person I spoke with said you have to abide by telemarketing rules?
This is definitely a correct statement, and I am sorry we are not able to call you to address your prepaid refill issue.
4. This was the same customer care rep that told me the $100 option I chose Thursday night isn't applicable to the Sidekick. (If it isn't applicable then why is it an option for her account?
This is definitely confirmed mis-information, and I sincerely apologize as she is able to add a $100.00 refill to her prepaid service account.
5. I requested to speak to a supervisor more than once. I was hung up on during one of these. I finally spoke with Allan in the verification department who was my 8th care rep in an hour of trying to find out why I could not add money to an account?
Again I apologize your call was disconnected with the prepaid service center, and for future reference you can add a refill by contacting the prepaid refill center by pressing *ADD and send on the prepaid handset.
6. Now, do you think there is a reason for me to be frustrated and to have a fabulous long lasting impression of T Mobile?
I definitely see where you are coming from and I would be upset as well if my call was mis-handled and I was transferred around from one agent to another. Again I apologize!
7. What do you think the leadership of T Mobile would make of this?
This is a very good question, and regrettably I am not upper management and I am unable to comment on how they would handle your concern.
If you have any further comments, questions, or concerns feel free to contact us at anytime. Reply back to this E-mail quoting this case number 1018197, or please call back at [protected], *TOGO send from your handset.
Thank you for choosing T-mobile. We appreciate and value your business and loyalty since December 2006 Brett.
Tom G. Agent rep ID# 7284055
Customer Care Specialist
----- Original Message -----
Sent: Sunday, November 18, 2007 8:15 PM
To: customercare AT t-mobilesupport.com
Subject: Re: My T-Mobile.AccountManagement
You are just as incapable of addressing this as the last. I will send this to T Mobile management to address as well as any other pertinent business tracking agencies which report on the customer service received. Brett
THIS IS A COMPLAINT.
After spending over 1 hour with 2 of T-Mobile representatives namely John & Josh whose ID numbers are P12447565 & 4837530 respectively, I was so dissapointed in the type of service T-mobile if offering.
Both of them could not explain to me as to why T-Mobile is charging me close to $ 60.00 on SMS's that I didn't even make.
Surprisingly Josh who claims to be a supervisor with T-Mobile even told me that he would gladly cancel my service while I was still on the line with him. If it's true that T-Mobile records conversations with customers for quality assurance purposes, then I hope you will be able to listen this my conversation with these T-Mobile representaives.
After endlessly explaining to them that I don't know any thing on these dubious charges, all Josh told me is that I have to pay.
When I opted to talk to his surpvisor he said that the supervisor wasn't in at that moment.
If this is the type of training that T-Mobile is offering to it's representatives then this Corporate is doomed.
I know that what I pay T-Mobile is just a drop of sand in the ocean, but it adds up eventually. So for a "supervisor" to say that he would help me there and them to disconect my line just sends shivers down my spine.
Again all I'm asking to revise my bill & take out those "yahoo mgrs" with a code of "4701".
Bye the way John naively told me to call "Yahoo" & said "Yahoo" would be in a better postion to help me.
Again I'm extremely disappointed in the type of service I received tonight 11/14/2007.
Today i contacted tmobile regarding disconnection of my service. I spoke to
Don the financial specialist and then Kelly in your Kansan office who is also another financial specialist. He could not help me so he transfered me to kelly who could not hear me and said she was going to call back but did not.I have four issues with t-mobile but i honestly do not expect to get them handles as you have no interest in customer service it's all about the money with tmobile. This is illustrated in the many other complaints that exist for your company.
1. Service. In the past 2 to 3 months your service has degraded. Calls are periodically not being delivered and are going straight to voice mail, which will eventually show up. This is happeining to other tmobile customers that i know in other states.
2. In July of this year i changed with my girlfriend and her daughter to a family plan. I was told i had to zero balance before this could go into place at the amount of about $ 740.00 i was told at this time that i had a zero balance. Two weeks later i get a bill for over $ 800.00 dollars, when questioned you support their answer is that it was an outstanding amount and we should have been told about it. This is wrong is was paid up.
3. In August i get a bill and i was expecting a bill for $ 180.00 because we had changed to the family plan back in August and most of our calls are between the three of us. But instead i get a bill for about another $ 600.00 saying that we have gone over the plan. This is impossible and your system is erronous, i have timed calls and recorded them and your system is not accurate.
4. I was in Canada at the end of September. I just checked on the internet that i had roaming charges for 630 minutes. I know this is expensive and this is why i keep my calls short. There is no way that i have over 10 hours of talk time i was only there for 4 days.
i moved 2 months ago and notified your office. I have not recieved a bill since then.
I received a phone when I started up the plan. The phone had terrible reception and often cut out. The...
My main complaint with this company is that they totally screwed me on a phone that i upgraded to. I originally purchased a blackberry a little over a year ago. I was able to upgrade after the year of the service so i did, i upgraded to the sidekick id (i originally wanted a sidekick a year ago but they were not in stock) I paid over $100.00 and added an additional 2 years to my service contract to do this.
I received my new sidekick and for 2 days it was stuck on the activation screen so i called and they had to trouble shoot for me to get it to bypass this (the phone is completely inactive while on this screen, so i had no phone for 2 days) once this problem was solved i was able to use the phone but i noticed that all of my calls had this really high pitch sound in the ear piece and the sound would cut in and out in the conversation (i had perfect reception by the way)
So i called into tmobile and they did some trouble shooting and i went along with it and gave it a day or so and it still did the same thing as before and so i called back for a 3rd time now and they advised that i needed to replace my sim card. In order to replace the sim card you have to go to a tmobile store (the nearest one is 45 min from my home) I had to wait until the weekend to do this seeing how i have kids and work and all that good stuff during the week.
I went to the store and they advised that the sim card would cost me $20.00 and then an additional $20.00 to have the information transferred to the new one from the old one. So i refused the new sim and tried it on 2 other tmobile phones that i had and i had no issues on these phones so in conclusion it was the phone that they had sent me.
I called back to the t mobile tech support and advised and they wanted me to do more trouble shooting and i refused and demanded a new phone be sent to me. They agreed and sent out a phone. The phone they sent me is a used phone and it works worse than the first one i received.
My point is that i paid for a new phone and i have not received a phone that works properly yet. I don't think i should have to settle for a used phone seeing how i called in from day 1 on the new phone.
On top of that this same month i called in and advised that i was going on a cruise and that i needed to know how the rate would work on this cruise. The rep asked where i was going and i told him to the Bahamas and Cococay. He told me that the cost would be $2.99 a min. I received my bill and it was $322.00 instead of the normal $118.00 a month. The charges were $5.99 a min and they charged me for roaming and texting after i was told by tmobile it was included in my plan.
How do people get away with this. What is a person to do??? Advise smb!
I cannot get a signal in my own house... unless I manage to stand in certain areas of my house (never exactly...
I am being charge for a cell that I never used. I have never had a cell phone from t mobile. First letter was for $758.58 now they to pay half and call it paid in full
On Aug 2 I have requested a change of area code on a T-mobile To Go prepaid card. I have been told that the new number would be active within 24 hours. Immediately after I received a text message with the new number. 24 hours later the number was still not active. I called the customer service and was told that it could take up to 48 hours due to a backlog. After 48 hours I called again and was told that, due to a widespread technical problem, it could take up to 72 hours. After pressing to know what the nature of the problem was, I was told that it is actually not known how much it can take to perform the requested change, 2, 3, 4 days, a week... They told me to keep calling to know the status! I told them that both their service and their communication to customers was extremely poor (why did they not tell me upfront that there was a problem? I could have kept my old area code for a few more days) and that they were loosing customers. Not much of a reaction, they obviously have enough customers. The floor supervisor I spoke to is a Charlie (#[protected]). Is there a minimum guaranteed service that operators have to provide with telephone prepaid services? Thank you. Alberto Gianoli
I have been with t-mobile for over 3 yrs, and recently got a huge bill from them. After speaking to a...
I have been with T-Mobile since the Aerial days, and must say the service and support has declined dramatically over the years, until finally, I just had enough. Every month or so, the signal degraded until finally I could no longer get reception anywhere, including my home, which had worked for about a decade. Their support people were not only rude, but also incompetent. I was tricked into changing my plan, as I was grandfathered into a great rate, only to find out that they not only misrepresented what I would get on my new plan, i.e. t-zones and unlimited internet, but also boosted my charges into orbit. I was also promised I could go back to my old plan if I was not happy. Not true. It really wasn’t about the money, as I was accustomed to having bills as high as $1,800.00 ... once it was $1,400, because they signed me up for unlimited internet and then charged me by the packet. Absolutely Ridiculous. I changed to a blackberry, which they could barely get to work, and paid top dollar for it, with the promise that I could go back to my previous plan if I was unhappy (Should have been wise to them after they pulled this one on me the first time). Don’t fall for this. Not only could I not go back, but I was out over $400 bucks for a device that didn’t work, and a 2 year contract to get into my new crappy plan. I raised enough of a stink that they promised to unlock my Blackberry phone, so at least I could sell it. This they also changed their minds on, and decided keep the lock my phone, making it for the most part, a paper weight. This is quite unfair, I paid for the phone, it is my asset, my property, and they crippled it. At this point, I was pretty much fed up with T-Mobile, and gave them an ultimatum. Either fix my issues, or Cingular would. Once again, T-Mobile promised to work with me, unlock my phone and try to figure out what the problem was, but once again, they decided not to unlock my blackberry, and ignore my service issues. As I promised, I made the jump to Cingular. I had to purchase yet another Blackberry, because T-Mobile would still not unlock my device. (Note: the Cingular transition went off without a hitch.. They did exactly what they promised, and then some)
T-Mobile called, now demanding $200 dollars for breaking my contract, and another $100 for my monthly bill. My take was, no way! I feel they owe me money for my device! And as for the contract, I just signed it, nothing was working right, the contract is a 2 way street! They must provide service as promised, or the contract is null and void! My house is clearly on the map for supported areas, not to mention that I was promised that if this did not work, I could cancel. I refused to pay... After working with their billing folks, I agreed to pay the bill, if they unlocked the phone. They felt that was reasonable (I didn’t, as I felt the contract issue was totally unfair, but would have paid it just to make this all go away). Once again, they changed their minds, and refused to send me the unlock, and once again, I refused to pay. I now am being hounded by credit bureaus, threatening to damage my credit.. but, still I will not pay. It is just wrong. In summary, this would never have had to escalate to this point if T-Mobile had just been honest, upfront, and provided the service as agreed. As it stands now, they might have put a dent in my otherwise stellar credit rating, but I have cost them countless customers by sharing my experiences with everyone I deal with personally and professionally. With the competition for cell phone service being at a peak, T-Mobile should at least try to buff off their already tarnished reputation. I feel their unscrupulous underhanded and unethical behavior is rapidly catching up with them.
T-Mobile's service is horrendous and customers are not even worth $20. T-Mobile's automated system gives out incorrect information about your phone being restored in two hours. However, my service was off for more than 5 hours and a supervisor acted as if because I had a past due amount, I shouldn't be saying anything. And, one of the reps who restored it said that the system is supposed to automatically restore, but I had to call in and keep checking with them.
On top of that, they refused to refund my restore fee, but offered 100 free minutes. I told them whatever, but that I was going to still talk to a supervisor. I go back this month to check my bill and to make sure the minutes are on there and they aren't. So I call and the rep tells me that in someone else's notes it states that I didn't want the minutes. Now I sit there and tell them that that is incorrect. The rep refuses to listen and just keeps repeating like a broken record that the report states I refused them. Now you would think after the first incident of having an unhappy customer write a 2-3 page letter about their system giving out incorrect information, they would go ahead and provide good customer relations the second time around, listen to the customer, believe the customer and give me the 100 minutes as THEY offered. But they don't. I ask to speak to a supervisor AGAIN, explain the horrible customer service that I've been receiving and he sounds like the first imbecile refusing to give me the minutes that THEY offered.
T-mobile needs to be ashamed of themselves! I would tell anyone not to get their service unless they want to be treated like a servant!
I have had the most horrible experience with Metro PCS. First of all their website happily claims 24 hour...
I'm having a terrible customer service experience from tmobile so far as it has $75 of my money. I was a happy camper when I was with Cingular except their customer service which I feel is very good compared to what I'm going through with T-Mobile now.
I was told that T-Mobile had the best customer service and some cool plans. I'm a member of the American Airlines AAdvantage Program and T-Mobile has a program promotion through American Airlines offering 8000 Miles for 1 year commitment. That sounded cool and I placed an order by calling [protected] on 12/8/2006 for a Black PEBL phone with 1 Year of service for $50(Eventually will be free after $50 dollars mail in rebate). I also placed an order for a PEBL PACK VPC & CASE for $19.99 along with this order. The order number for reference is 112775xxx(I'm putting x's for security purposes). I got an email order confirmation from T-Mobile and I didn't find any tracking number even after 3 days. So I called the customer service dept again and I was told that due to the glitch in their system, It didn't generate a tracking number and Tmobile rep said that they have to cancel the original order(Order Num 112775xxx) and do a reorder with a free overnight shipping. They finally re-ordered with a new order num 112808xxx. This time I saw a tracking number, but was shocked to see about $317($299+tax) on my credit card online statement, instead of $50 + taxes. So I called TMobile the same evening, and they apologized as usual for the mess up and T-Mobile rep told me that the amount will credited back to my Credit card account in 3 days. 3 days passed by and nothing happened and called again. And after repeated callings( I spoke
with atleast 15 representatives), finally the amount($250 + taxes) got credited back to my account after nearly 2 weeks.
During this period, it hurt me personally and finacially as T-Mobile was holding about $265 of my money . I promised my wife and kids to take them to restaurant and I could not go as my credit card had near maxed out. I have to curtail my grocery expenditure. I looked like a bad father and a bad husband. I lost nearly about 4 to 5 hours of my quality time in total by talking to the Customer Service Reps who took me no where instead of spending time with my wife and kids. I thought everything would be fine from there onwards and tried to put the whole thing behind. But I was wrong. On 1/4/2007, I got a email telling that a new line has been activated to my existing account, which I didn't approve at all. I got a package with a new black pebl phone and my credit card was charged for nearly $75 dollars, without my authorization. I called the tmobile service rep and she told me that there was an error and everything would be taken care of. When I looked at the invoice, it had an order number of 112775xxx(Which is the same order Which Initially I was told will be cancelled) and TMobile ofcourse did not cancel the original order. They messed up again. The customer service rep told me to send the package back using the return form or to return to the nearest t-mobile store. I returned the package to my nearest t-mobile store after driving 25 mins and spending my money on gas all because T-Mobile screwed up. I talked to some one from the administrative office and they told me that they will only credit back the $75 dollars after the receive the package and It would take 10 to 20 business days after they receive package. I cried foul and demanded as It's tmobile's fault that they are responsible for crediting the $75 dollars at once. She finally told me that she will transfer me to her supervisor and after waiting 20 mins, the line got disconnected or may she disconnected. Who Knows!. In a nutshell,TMobile has my $75 dollars again now and I feel betrayed and cheated by T-Mobile. Keeping my fingers crossed when I will get my money back!!