T-Mobile Customer Service Reps Trained to Lie About Phone Insurance
I purchased 2 new phones at an outrageous price this year. I have been a 10+years loyal customer to T mobile. This is the first time I asked about insurance on the phone since phones have become so expensive. On two occasions, before purchase, I went over the insurance plan with the service representative who stated they were recording the call for “quality and training purposes” I have friends who have been ripped off by other cell companies over phone insurance and I wanted verification that T mobile was not one of these companies. Both T Mobile Service reps I spoke to explained that “T Mobile has in house insurance and that the fee would be charged directly to my account. Also that there is no deprecation or deposit if ANYTHING should happen to this phone. Including lost or stolen.” I asked both reps to document our conversation and read it back to me. The first representative stated her computer froze and the company was having a system issue company wide for me to contact them the next day.
I contacted them the next day and received the same information and placed my order. It has been about 6 months and the screen is broke on one phone. Today I contact T Mobile and want to file on my in house insurance. The service representative Cassandra told me that there were no notes to the effect in my account. That the last note made was an inquiry on adding a line (this was false information. I am the only person on my account and have not checked on another line). I was transferred to an out of house phone insurance company who wants a $150 deductible. I contacted T Mobile back and asked to speak to a supervisor and that I was recording the call for quality assurance. Bryan put me on hold and then came back to tell me that if I was recording they had to hang up. I called again and asked to speak to Customer Retention or the Legal Department with T Mobile and that “I am recording this call just as you are”.
The service Rep Camile said their company policy states they have to hang up if someone records their calls. It seems their should be some legal ramification for training your staff with false information to make money off of loyal customers. I also asked for a copy of the notes made to my account and was told they could not provide them because they were private company information and I would have to submit legal documentation to see them.