T-Mobile Complaint - Very Bad Customer Service
On March 24, 2011 I ordered my new T-mobile phone and service over the phone with the sales department. Everything went fine and the sales person was very friendly. After the order was completed, I received the order number and the confirmation number. The phone arrived in a few days just like I was told and everything was fine.
However, within hours of having received the phone service was turned off. I called T-Mobile and was promptly transferred to India, a very unpleasant surprise. I tried to explain that I just got my phone and it was turned off within hours but communication was rather difficult, even when they could understand what I was saying, they had no idea what to do. They kept telling me that I haven't paid my bill and my phone was shut off for this reason. I explained to them I just received the phone that day and how could it possibly be turned off for a late payment when I've never had a bill yet, which to most people is pretty self explanatory. To make a long story short, somehow T-Mobile lost my original credit card payment that was used when I ordered the phone and service on March 24, 2011. I received a confirmation number for that original payment and received the phone. When I check my credit card statement, it shows the payment has been paid. It obviously was paid..... But trying to explain such a simple thing has been much harder than I anticipated not only due the complete lack of communication with the customer support in India, but the complete incompetence of the department. It appears that no one knew how to deal with resolving this issue. I was put on hold numerous times and even hung up on. I actually haven't written down all the many times they have shut it off after I thought we resolved the problem, because I keep thinking they are sure to be able to resolve the problem! I call support and have to explain the same thing completely again, over and over...day after day. I have been told numerous times that I have to send a copy of the credit card statement to them, which I have. In fact, I have sent it 4 times now. The third time I faxed it, I even called right back and asked them to go over to the fax machine and confirm they received the fax from me, they said they had received it and they would contact me in 3 to 4 business days. Well I never heard anything back from them so again I called back, and I got the same story “They never received the statement... please fax it to them and they will get back to me in 3 to 4 days.” Now my phone's been off since April 26.... I've called and called numerous times with the same results every time.... How is it my fault if your company lost my original payment, I made it.... you received it, sent me a confirmation, sent me the phone and somehow lost the paperwork showing it was paid.
Now I'm not the type of person to complain, but in this case the lack of communication is just unbelievable. This has been going on since March 30th, the day I received my phone, and still has not been resolved!
As of the date of this posting, nothing has been done yet, and the phone is still off