T-Mobile - Nicest Reps... But Also The Most Clueless!
Customer Service - Complaint
QUAKERTOWN, PENNSYLVANIA -- When I first got T-mobile, loved them. Seemed like great rates and great customer service.
When I decided to move to Canada to be with my fiance, that is where things got really complicated. T-mobile won't even work in Canada. So I would have to get an unlock code to be able to use a Canadian carrier on my brand new phone.
The FIRST time I called for the unlock code, no problem, I would get it in 1-14 days. okay. I got an email the next day saying that I need to pay my phone bill (that I didn't even receive a bill for yet). fine. So I paid it off and requested a SECOND time to get the unlock code. it went fine. The second email said I need to pay off the phone. Jesus Christ! Why didn't they tell me that the first time!? So I called in and paid off the phone and requested for the THIRD time the unlock code. the third email I got said I needed to pay off the last bill. Very confusing since it wasn't even on my online account. So the FOURTH time I called in, they told me I didn't need to pay anymore money because I had a credit of $279.38! YAY! Although nobody was able to give me a straight reason as to why I had a credit. I requested the unlock code again! I waited a few days and never got it. So I called for a FIFTH time asking about the status of the unlock code. They told me I cannot request for an unlock code until the last bill is up on September 18th. UGH! So I had to wait another 2 weeks without a phone. VERY UPSET. And this lady told me I had a credit of $238.36. So I called on the 18th for a SIXTH time and requested the unlock code. I asked about the credit and they said I could not get the $238.36 back until October 4th. I asked her if it would automatically be put back into my bank account and she said no, I would have to call again on the 4th.
So here we are. Today is October 4th and I just got off the phone, for the SEVENTH time with a customer service representative and supervisor. They told me I owe $67!!! I called in order to get refunded $238.36 and they tell me I would not be getting anything back, I actually have to pay $67! I was FURIOUS! I refused to pay anything else so luckily the supervisor made my balance 0. But Then where the hell is my $238.36!?! The Supervisor was barely able to explain it to me. It was an issue with the system that said I had a credit of 238.36 and it just finally balanced out on the 24th. So I was told by THREE representatives that I would get a refund and now when I call the get it after having to wait a month for it, I'm told I WILL NOT BE GETTING ANYTHING BACK!
T-Mobile has some the nicest, most empathetic customer service reps... BUT THEY HAVE NO CLUE WHAT THEY ARE DOING! in one month, I must've spent over 12 hours trying to work with the customer service department. They made my already difficult move to Canada 10x worse! Especially since I couldn't use my phone for over 3 weeks!!
Very polite service team but VERY STUPID!!! Beware!! If they ever tell you something positive, it's probably them making a mistake!