T-Mobile Complaint - Customer Service is a Joke!
My boyfriend and I recently switched from Verizon to T-Moble so we could share a plan together. My boyfriend was the main account, but we added myself so if I needed assistance or to make changes, I would be able to do so. We were told by a sales representative when we purchased the phones that it was available to us, and my boyfriend set it up with a customer service representative on the phone within the next week.
We both decided to wait to switch our numbers until our Verizon contract ended, which was the following month. He called and got his switched immediately no problem.
Today I try to do the same. I provided all of the information they requested of me, including my bf's name and last 4 numbers of his social security. I was told by the representative today that with this information, I would be able to switch the numbers. I was then surprised when he said he needed to speak with the main billing account, my bf. Unfortunately, he was in a situation where he couldn't even have his phone, so I tried to explain that he's unavailable. Their response was, "Well, we can't do anything until we speak with him." I was annoyed, but I've worked in customer service before, and I know what's it like to be on the other side of the phone, so I kept my cool. I explained that my bf is unavailable, but I have provided the information you requested, so please follow through with the process. His response is again, "Well, we can't do anything until we speak with him." I was starting to get annoyed. I said that I understood him the first time, but he's unavailable. I asked why he couldn't fufill my request when I was added to the account. He then just repeated himself again! I felt like I was talking to a broken record.
Knowing this conversation was going nowhere, I asked to speak with a supervisor to come with a solution. He puts me on hold, then a couple of minutes later, asks for my bf's number so he can call him instead of transferring me to the supervisor. I mean really, what part of "He's not available" is hard to understand? I was getting frustrated at this point and asked for the supervisor again, having to spend a few minutes why I must speak with a manager. Only then did he do it after making me wait at least 7 minutes.
So I get on the line with the supervisor, and I explain my situation to him. After I finish, he pauses, and then says the EXACT same thing as the customer service representative! At this point I am mad, and normally I am a laid back person. I asked why they would add me to the account if it doesn't do anything? I also asked if there was ANY other solution possible, but he just kept repeating himself, not listening to me. After the 4th time I had to cut him off, stating that I understood him the first 3 times he said it. He started to repeat himself again, which I interrupted and said, "Look. I not hear to yell or argue with you. I asked to speak with you to see if there are any other options for me. I know what your policy is, you've been repeating it non stop since we started. If you have nothing to actually offer me, then this conversation is over. So, do you have any solutions for me?" He paused and meekly said no. I mean, I felt like I was talking to a little robot kid!
I called another number to file a complaint, but I can only do it online through the account (not including those who were added of course) or I could get a power of attorney. Really? I have to go that far just to get my old number? I have never dealt with such horrible ignorance they call customer service until now. I cannot believe they would treat their customers this way and have nothing to offer. Once our contract is over, I am leaving T-Mobile in a heartbeat!