Horrified & Held Hostage by T-Mobile
COLUMBUS, OHIO -- The Following Complaint was sent to T-Mobile Corp office & Customer Care. Promises were made but not keep. Here is the complaint: At approximately 12:40pm, I spoke with a customer service representative named Edward (whom I could not clearly understand due to his ascent) when I explain what was promised to me from store #7704 manager Jason. He put me on hold (did GOD only knows what) but returned to the phone stating that he notice that a reduction in the migration fee was to occur but he could not do it because the account notes were inadequate. Edward stated that there was not enough information noted in the account and I must return to the store for the promised to be honored. Because I could not believe what I was hearing and thought maybe I was not clear, I requested to speak with a supervisor. I was place on hold again for approximately 6-minutes.
Finally at approximately 12:59pm Supervisor Lester came to the phone and repeated, I must return to the store if I wanted the reduction in the migration fee!
Supervisor Lester spoke with me and his accent was no better than Edward’s but we managed through the call. He repeated what Edward stated – return to the store if I want the promised reduction in the migration fee!
I did not understand why he could not assist me! Even when I explained that I am a long time customer of T-Mobile and he should be able to contact the store and clear up the matter. Supervisor Lester told me NO! I must do it myself.
Please know, at this point, I am very frustrated because it is Sunday afternoon which is family time in my home. I have four children, two of which are toddlers; the others are teen-agers who have commitments for school thus could not babysit. Therefore, I had to locate a babysitter and drive approximately 30 minute from my home back to T-Mobile Store #7704 ….This is when the situation goes from bad to absolutely horrifying - I was held captive in store# 7704 for approximately 1-hour and 10-minutes!!
I arrived at the store at approximately 2:03pm, I am sure you are aware that the stores have camera’s thus this can be verified by checking the store cameras. I spoke with Justin E (store clerk) about the lie customer service representative Edward then supervisor Lester had told me about the account notes were inadequate and the migration reduction could only be given by the store! Well, Justin went into the account and read all the information with the representative’s name that authorized the reduction. Now I am even more upset! When I inquire about Jason (store manager) I am informed he is off but should be in sometime Monday but unsure of the exact time. This upsets me more and I request a full-refund of the all items purchased in the store. Justin tells me well he would need to speak with Jason and proceeds to call him. I could only hear one side of the conversation which was-- she is upset and wants to return all items including the phone (which was paid in full). Then Justin tells me the only compensation Jason could offer me was $20 for my inconvenience but the store does not bear any responsibility in customer service errors. I explained I do not care and I want a full refund! This is when the situation goes from a few minutes delay to 1-hour and 10 minutes detainment!! Justin calls back to Jason and states she wants a refund and I do not know how to do a refund…………..
After sitting and standing there in the store (which the cameras will show) for over 1-hour, several calls to Jason (who had promised to come into the store but NEVER appeared), another store representative (Brandon) started the refund process which Justin cancels and sends Brandon to take care of other customers, Justin eventually process the refund but its incorrect, again after 1-hour and10-minutes finally I receive my full-refund! Then I am released to leave with my funds and copies (which I had to request) of all documents!
This horrifying experience of being lied to by customer service, being held hostage by store# 7704 representative Justin at the request of store manager Jason, the additional expense of babysitting and finally being denied my family time is absolutely horrifying!! My family and I have been T-Mobile customers between 9-11 years and have spent on average for approximately 5-years $200 per month. This horrifying seizure/detainment was unnecessary and illegal! If this is how T-Mobile treats long term customers of 11-year then I am very terrified to experience treatment at 15 years! I can take my business to another company that will appreciate and respect my business and honor requests in a reasonable timely manner!
Considering this exploitation and hostile behavior, I am due compensation and an apology! Therefore, I am requesting that T-Mobile simply waive the monthly charges of $408.87, conduct an investigation, and provide me with an apology immediately!