COLUMBIA, SOUTH CAROLINA -- I ordered a new phone and the representative said I would receive it today. I was very pleased to hear this. Now I find that the phone was shipped 3-day delivery. I was told today that it would have cost an additional $24.95 to get the phone today. Do not believe what the T-Mobile people tell you.
GEORGIA -- The first bill from T-Mobile was $25 a month higher than the quoted total price when I switched from AT&T. T-Mobile would not stand behind the quoted pricing and all they would do is drop the insurance from both lines to reduce the monthly total to close to what the quoted 2 lines with insurance, phones fees and taxes price I was given at the store. Also their coverage map is tricky to read and leads you to think their coverage is greater than what it actually is.
One day this sales person ** comes to my office and says he is working for T-mobile and he offered us a good deal on five lines. We were hesitant at first and we asked him a lot of questions, but he gave us answers we wanted to hear (later I found out he was lying). He said we would have 14 days to try the phones and service and if we didn't like it, we could return them at no charge. He also promised to have out cancellation fees from AT&T waved. So we signed up. And that is when the nightmare started.
** said we would receive the phones in 2 day and we got them in 10 days. Then it took them one week to port our old numbers to these lines, and by the time we could actually use the phones, we were already beyond that 14 day risk-free period. He also lied to us that we can use wi-fi calling with this phones, but it turned out the Iphone5 didn't have that feature.
So one of the people decided to cancel his line and called the customer service (we were given a specific phone number to call with questions and concerns and were told not to call T-mobile directly). They said it will be a fee of $600 dollars. We asked them if we could avoid the fee if we ported that number back to AT&T and get a replacement number for that line from T-mobile. They said we wouldn't get a fee. A week later I got a bill for $400 dollars for Breach of contract.
When I called them, I was transferred to the collection department manager David **. He was very rude and unhelpful and he asked me to give him specific details like the name of the person I spoke to last time and the date. I didn't remember that and he said if I was calling with accusations then I should have known that information. Not to mention he was raising his voice to me. I asked him if he could listen to the recorded conversations and he said: "I will not do that, because they are a lot of conversations".
The other problem we had was with the cancellation fees with AT&T. As I mentioned before we were promised to be reimbursed for them, so I sent them by AT&T bill that showed fees for $750 dollars. Then I called customer service to make sure I will be credited for that amount. They told me they have a limit, so I'll only get $600 dollars but I have to wait 4 months for that.
Then I spent like 45 min arguing with an agent about that and then he transferred me to a manager. He was pretending that he was checking something on my account, so another 50 minutes later he said "we can't do anything, call T-mobile". And that is when I realized that they were not T-mobile. They are an independent company that only finds customers for T-mobile and they don't know what customer service is. They don't care if you will cancel the service, because they will charge you $600 dollars.
TEXAS -- I have been a T-mobile customer for about 15 years which will end tomorrow. I expect a certain amount of poor service from mobile phone carriers just given the way the industry is run, but what I have experienced the last month is outrageous. My Iphone 5s was stolen which I reported on 8/3. It had 1,000 pictures of my 11 year old daughter on our first trip to europe together. We had returned a few days earlier before the phone was stolen. In a last ditch effort to locate the phone, T-mobile told me I could go through my account, which for some inexplicable reason I was locked out of. IT gave up after trying to fix it for 5 days. Tech failure #1.
Although the phone was still live when I reported the theft, for an additional 2 days or so, t-mobile told me there was no way to backup my pics, unless the auto backup feature was on, which it was not. This was false. A few days later, a friend suggested I check with apple and was told that if t-mobile had given me the correct information the pictures could have been backed up as long as the phone was still on which it was when I spoke with them. Tech failure #2.
When I reported the phone stolen, and before t-mobile transferred me to technical support, I asked for and was told I would get a call back for phone replacement as I carried insurance. This never happened. Customer service failure #1.
I called on 8/23 to inquire about my phone replacement and was told I would not be transferred because the account was a few days late. I disputed the charge, given that I had no phone for 3 weeks but was given no choice to pay it. CS even refused to transfer me to complaints and the insurance dept. Customer service failure #2.
When I paid the bill, I was told that I had not reported the theft to the "insurance department." I was told there was no record of CS promising to have some call me, and I learned for the first time that no effort had been put into replacing my phone. Customer service failure #3.
When I was transferred to the insurance department, I learned that in fact it is a separate company that is not part of T-mobile. Customer service failure #4. The woman I spoke with was helpful, but was unable to confirm there would be a callback number on the email she said she would send me in regard to replacement.
After going through all this, I called and filed complaints against customer service and tech support. That was yesterday. I was told these issues would "be escalated" and an executive from Albuquerque would contact me by 5pm cst today. That didn't happen. Customer service failure #5.
Today, I chatted online with a representative who made it clear to me that no action had been taken on my complaints, although she confirmed I been promised a call by 5pm, which had already passed. Customer service failure #6.
In fairness, the woman I was chatting with told me she would have a supervisor call me. I objected because that was not what I was promised, and I knew this would be more of the same. The supervisor did call a few moments later but told me she had no knowledge of my complaints and would need to get up to speed. I told her to get up to speed on the file and call me back. She agreed, but did not do so. Customer service failure #7. I insisted the woman I was chatting with online give me the name of T-mobile's counsel. I was given the corporate address with a phone number for customer service. Customer service failure #8.
I called the number given and waited the typical time to get through voice mail. I voiced my complaint that I had not been contacted by the Albuquerque executive and the information regarding counsel was clearly a smoke screen. She gave me a proper address but refused to give me a phone number. Customer service failure #9.
When taking these issues in the aggregate, it is clear that T-mobile is set up to avoid giving internal departments even the most basic authority to resolve anything. I was perpetually directed to other departments and put on hold for hours over days trying to resolve this. The executives allegedly running this company should focus more on by actually running it and less time trying to sell it in order to obtain their golden parachutes which they clearly have not earned!!!
ACROSS AMERICA, WASHINGTON -- I have been a loyal customer with T-Mobile for just short of a decade. Recently, I had a problem and T-Mobile followed up with a phone call to review their service and to garner feedback if it was satisfactory. My biggest mistake was participating.
The representative took the opportunity to pull a fast one. When I mentioned that I had never got anything from T-Mobile, not so much as a free phone during my contract time and I was fed up with the service. She said she would arrange a loyalty reward of a discounted phone as they would hate to lose me. HA HA. It ended up with one of T-Mobile reps calling a secondary phone I pay for a family member, and leaving a voice mail which compromised my personal information. Did T-Mobile care, NO!!
My account was to be adjusted to lower my payments on a newer and better plan and I added another line. I was offered a 25% discount on a new phone as well. At the end of three separate 1 hour conversations, only then was I told that she needed my email address in order to finalize the changes. Now in more than 10 years I have not given T-Mobile an email address, all changes were always done over the phone. However, this time she insisted that she had to have an email address to make any transaction to my account. I knew this was not true.
As a senior citizen who has had a major problem with identity theft, and been the victim of scams, I told her I did not use the internet, and I would prefer to go into one of her outlets, provide my ID and that way give confirmation that I authorized the changes. She said it could not work that way. I said that it was sad T-Mobile is forcing senior citizens (I am almost 80 years old), to compromise their security. I had already told her of some of the problems I suffered with identity theft, even before she asked for my email address.
Now T-Mobile will say that they have one of the most secure systems, so did the bank that screwed up causing the identity theft and thousands of stolen dollars. I explained that though T-Mobile may be secure, my computer and email would be the weak link, and I was not willing to risk that. She said she could not help me.
But then a few days later I got a text saying the changes had been made to my account. So I called, curious to know how that could occur. I was told that only part of the changes had been made, my plan had been partially changed, but nothing had been done about sending out the new phone, or switching the line. Mind you, all of this was done simply by my word over the telephone.
My question was, if you can do part of the changes how come you could not do all of them? I felt bamboozled and said so. No one could give me a good answer why T-Mobile was insisting that they could change my account partly but not do the entire deal. The representative then hung up on me after talking down to me as if old age makes me an idiot. Her name is ** and she works in T-Mobile's loyalty department, and need I say she is the worse patronizing motor mouth one could ever have the misfortune to encounter. She was hollering through anything I tried to say, impolite, rude and far too full of her own crud.
My older son called on my behalf (he has permission to make changes to the account), however, this time he was not allowed. They insisted I had to call in with the last four digits of my social and everything would be done as it was already set up. However, once I called in, it was a different story.
The representative ** had added $27 dollars to the phone, and still insisted that I had to give an email address. She spoke to me as if I was begging them and that she was doing me a favor. I told her, I was not the one who raised the subject of the new phone, it was offered to me as a loyalty reward. She insisted the price had gone up (within 5 days). That T-Mobile was doing me a favor and she did not have to honor the discounted phone. In addition she also tried to sell me insurance on the phone.
I told her I was not interested in insurance, realizing she was looking to squeeze as much more money as she could out of me. She then returned to needing an email address to complete the deal, though she had said earlier in the conversation that she would waive it. That is when she hung up. I thought she would call back, but it was the next day, I got a call from my relative telling me about the message she had left on his phone with compromising details of my account.
Of course, no one would put me through to a manager or supervisor to file a complaint, and from what was read to me in the notes ** wrote, she made it sound as if I was a crazy old woman trying to make T-Mobile give me a discounted phone. That I'd asked for a discounted phone'. Not even bothering to mention it was offered to me. Though the representative who read **'s notes to me said it was against company policy for any representative to contact anyone but the primary party on the account, or leave messages that could compromise financial and private information, I still never got to speak with a manager or supervisor to make this report directly.
T-Mobile no longer calls me since then to check on the quality of service either, effectively wiping out any change I could make a complaint. My account is still extra high as they reverted it back to the original plan where I pay for any pictures or images sent per item. My blood pressure rose so high from all of this stress, that I could not manage the switch I had planned, to rid myself of T-Mobile. So I wound up paying for another month.
It has been the most stressful and nasty experience. T-Mobile has no respect for senior citizens and makes no provision or allowances for their needs. Rather, the rude ** females like ** are allowed to jeopardize our safety and violate our privacy with no consequences. If someone like this ** could be in T-Mobile's loyalty department and get away with treating a loyal customer and senior citizen so poorly, this company needs to be out of business.
This country really needs more competition in the mobile department. Legally, senior citizens should not be forced to conduct business via the internet. There are a million reasons why. If T-Mobile really wanted to improve its service it should seriously look into feedback like mine and provide proper choices to seniors.
I called to try to upgrade a phone line to the Galaxy S 4g phone for my daughter's phone for free. A representative informed me that there would be a cost of over $150 on an upgrade of that line but that I had another phone line they could upgrade without the fee and that they could get me an rebate of a month's service if I went ahead and agreed to 2 years contract on all 5 of my phone lines. I made the representatives know that this phone would be used on my daughter's line not on the line that they were actually upgrading.
Then I also ordered a new line again telling the representative how the phone (another Galaxy S 4g) would be used on a different line as the new line would be for my elderly Mother that wouldn't have a need for the technology this phone had to offer. They were very friendly on this call. Two days later I called to see about transferring the web on my line to my son's line. I was informed the price would increase as my line was grandfathered in and so even though it was the same account they were not able to allow the same service to a different line on my account.
Today when the phones were to arrive I called to have the web services transferred to the lines I needed them on for the new phones and I was informed that those services would have to be on the lines for which the new phones were ordered, which were lines that were not going to be using the services.
So I then told them that I would cancel my daughter's line and transfer her number to the one upgraded as she would like to keep the number she has had since we started with T-mobile over 5 years ago, the representative stated that I had agreed to a 2 year lock on all 5 of my lines by a rebate of the amount of less than one month's service and so I wouldn't be able to switch the phones and services as needed but offered to add web to my daughter's existing line.
Meaning that 4 of 5 of my lines would all have web with only 2 using the service as well as the cost adding a minimum of an additional $15 per line as only old phones support the $10 a month web and for the $15 you only got 2 mb of usage and if you went over there were steep charges so I would need to monitor her usage or pay the price.
I ended up telling her I wanted to cancel everything and I would send back the phones in which again I was informed that until they receive the phones I was still under contract and billings remain in place. I will be rejecting the delivery today when they arrive at my home and will be cancelling all my lines as soon as they are up by contract by the end of this year.
Be careful as they are sneaking in the 2 year contract by giving you a reduction in your bill by $5 a month or as a rebate when there is a cost associated with a new phone. I believe this is to bring as many T-mobile customers over to AT&T when they sell out in December. VERIZON HERE I COME!!!
I have been dealing with T-Mobile for months now regarding two tablets that were defective and returned to them. Back in October T-Mobile said to return the 2nd defective tablet, and once they received it, all the charges would be removed. At the time, the representative credited 3 charges having to do with the tablet. She also said that from that point on, we would no longer be charged. They did not stop charging. But I kept paying. I finally got tired of paying what I did not owe, and waiting for them to credit my account and stop the charges. Last month I paid the portion of my bill that I did owe.
I subtracted everything regarding the tablet from my balance owed. I have just spent my entire lunch hour speaking with four different people, and all of them kept saying the same thing, that the charges are legitimate. T-Mobile had also been calling from a number I did not recognize, and not leaving a voicemail. I finally had to search the number to found out it was T-Mobile. I have been with T-Mobile for over 10 years. Two years ago I got a bill with over $400 of text charges. I have unlimited texts. It took over an hour with one representative putting me on hold and coming back with a reduced amount I can pay for the text charges.
After I told her that I was tired of sounding like a broken record, I finally was able to speak with someone who took care of everything in just 3 minutes. Now, why couldn't that happen today? I even told them my past experience being given the run around by them. I said again to two people that I was tired of sounding like a broken record, and was tired of hearing them sound like a broken record. I finally had to hang up because my lunch hour was over. I will have to try again tomorrow.
SACRAMENTO, CALIFORNIA -- My iPhone5 was purchased on 08/05/13 by my husband as a birthday present for me. Ever since I started using this phone I got nothing but problems. Calls would drop while talking to someone, most of time it would show "no internet connection". It would show "no service" therefore I am unable to make or receive any calls. The voice quality of the phone is so bad that every time I talk to any family or friend, they would ask if I was sick or I had them on speaker phone (no to both). Phone would get very hot itself, and internet (if there was a connection) would be very slow for a so called iPhone5!
On 09/04/13 the 29th day of the purchase we decided to take this phone back to the store as we could do that within 30 days. The Manager at the store just heard my complaint and said they will exchange this phone with another one but it will be on mail order as there was none available in store. I agreed to this and thought it will just take them a few minutes to place this order.
Two sales reps started working on one computer and took them almost an hour to get to us to their counter. The reps named ** and ** were very playful and acting like kids while handling customers. We did not appreciate this while we were trying to get some help. They both were teasing each other, joking, tagging and just giggling and this was just annoying.
When our paperwork/mail order was all done in their system we were told the new iPhone5 will arrive within 3 days. It will be 9 days tomorrow and still no sign of the new iPhone5. We are very disappointed with T-mobile's delivery service and most of all their staff's customer service. Their sales representative should be going into more training and also act matured when dealing with their customers!! This store inside the Arden Fair Mall, Sacramento, CA. I am a one unhappy new customer of T-mobile!!
VALLEY STREAM, NEW YORK -- My daughter went into T-Mobile store to inquire about a new phone and when does the contract on our family plan end. Store manager stated it had several months to go before it expired but recommended that he can close the account, waive the early termination if she agreed to open new account with the family plan, that way she gets the phone she wants. This suggestions coming directly from the store manager sounded credible since he's the person in charge of the store. Well, the old account was never closed and kept growing and growing for early termination and numbers ported - the numbers we no longer had.
After tireless calls and letters back and forth to T-Mobile customer service, fraud department, store manager, district manager - nothing has been resolved. Nothing is on file of our concerns/complaints from the beginning. Both managers promised, apologized for wrong code use in ending the account. They were trying in the beginning to correct and kept apologizing but of course nothing was ever corrected. Let's just say that it's over a year fighting this and now a nasty collection attorney is calling, harassing my daughter and threatening to go to court.
I know this is a scam - it sounded too good from the beginning. T-Mobile is trapping their dedicated customers into scams, not only getting them harassed with collection calls, causing a lot of stress and ruining a perfect credit. I will help her fight but why do such a sneaky move to a happy, dedicated over 6-year customer with a family plan?
P.S. we still have the second family account, still paying on time and still thinking positive about this whole sick situation. Cannot wait to finish the contract and tell them to screw themselves with my account - while we still fight for the first account mistake. Pray for us.
CALIFORNIA -- It seems that no matter what T-Mobile store I go to, I get scammed, while the company itself takes no responsibility for its stores' dishonesty in any way. One store's employee, when we told him we needed a new phone but wanted to keep the same plan, took us on a roller coaster ride that included promising us that the new plan would keep the same price and minutes, but we had to have our phone numbers changed. Then, when we were in too deep to get out, they made us sign a blank credit card receipt, saying that it was just a procedure and no charge would be made.
Eventually, it turned out that they scammed us. The bill came in the mail and we saw that the new plan cost more and had less minutes. The manager of the store wouldn't talk to us, so we had no choice but to call T-Mobile's customer service. There I got a very polite run-around. Basically, they take no responsibility whatsoever for happens in their stores. They did put us back on the old plan, though, but in short order, the store charged our blank, signed credit card receipt for $269 for cancelling the new plan.
When we needed a new phone again, we went to another store where we were asked if we wanted insurance. We emphatically said no and refused to sign on that line. Nevertheless, when the bill arrived in the mail, there was the insurance charge. I called T-Mobile and they "cancelled" the insurance. We were not reimbursed for the charge that was already made and, once again, they took no responsibility whatsoever for the wrong actions of their store.
Finally, we went to a third store recently looking for new phones. I only needed a cheap one for emergencies, but it turned out that although the store prominently displayed several cheap phones, the one I wanted wasn't available and the more expensive ones were being sold at higher prices than those posted. Once again, calling T-Mobile did no good at all. They were condescending and promised to talk to the store and try to locate the phone I wanted at a Best Buy. If it wasn't for the fact that their plans are cheaper than everyone else, I would have left them long ago.