T-Mobile - Customer service at it's WORST!
NEW MEXICO -- I am very disappointed with how I have been treated by T-mobile customer service in financial care, customer relations & customer care. The responses to my letter inquiries appear to be a form letter with my name inserted. I have asked repeatedly in writing and on the phone to be able to discuss my personal issues specifically. I am fully aware of the early termination policy and am disputing much more than just that. I find it impossible to believe that after all this time I can’t speak to a live person in customer relations. I have previously stated that I have been a good standing customer for over ten years always paying on time. Since April I have been treated like I am a stupid person unable to understand the policies, a scammer-criminal and as though I do not have the financial means to pay the balance. I am a college educated and consider myself very intelligent. It has never been an issue of whether I am able to pay the balance as I have a well above average credit score and always pay my bills on time. As for being treated like a scammer or criminal – almost funny since I have no criminal record whatsoever – If I wanted to scam or not pay I would do just that if it was my nature.. I simply just wanted to be heard and treated fairly.
Last Tuesday I spoke to a female representative In our conversation she was extremely polite and let me tell her my whole side of this dispute. She apologized for my unhappiness and stress over the dispute. She put me on hold and came back to advise me in these exact words “within 3-5 days you will have an account balance of zero”. I said so after the holiday weekend this will be over and I will not receive any more calls. She said for my piece of mind to call the automated # for financial care and verify the account balance cleared. I was so relieved after talking w/Hazel that T-mobile was able to come through and resolve this issue.
This morning July 10, 2012 when I called the automated info said the amount of $222.30 was still owed. I was once again very upset with T-mobile at this news. I connected to financial care and was treated again as though I was not able to pay the amount.
Today I spoke to a very rude staff member in customer care who used a demeaning tone and raised voice to me when I was explaining my issues (this attitude and demeaning tone seems to be a characteristic of most of the T-mobile staff). I brought up the conversation w/Hazel and was told I must have misinterpreted her information. He finally after a lengthy amount of time transferred me to his supervisor (previously in call said there was no one to be transferred too). The supervisor continued to treat me unfairly in the same manner as the care representative After a lengthy conversation of which nothing was resolved the supervisor terminated the call hanging up on me. Another example of being unfairly treated by customer relations. I find it ridiculous that all I was told is that Hazel would be talked to about being more careful about misleading customers in the future. For the record I was not mislead as I wrote her exact words down and had her repeat them last week. I feel that T-mobile should follow though with what their staff member tells a customer not just send out another form letter with my name inserted.
I paid the past due amount this morning. I still hope T-mobile will surprise me and come through with contacting me with compromise to this payment but am not expecting it.
I do not even expect the letter I wrote to them today to reach intended recipient. All I have wanted is to speak to someone live and be truly treated fairly. I imagine whoever opens the mail at T-Mobile will either share for a laugh with co workers or throw in trash.
I am a good & honest person and do not want to deal with this anymore as it has been very stressful, demeaning & overall a waste of time.
I truly regret ever becoming a customer & will never recommend T-mobile to any friend or family member.