Forum Discussion
SAY NO TO T MOBILE
Hello Everyone,
We have an account with 4 lines with t mobile under simple choice North America plan for almost 5 years. Let me share the three experiences with you with t mobile and please suggest me what I can do in this scenarios.
Scenario: 1:
The primary account holder (let say X) for my account want to move from the line. We made a call to customer care and requested them can you make another person on the account (let say Y) and the primary account holder and give all the responsibilities to him. Then the customer care made all the changes and they mentioned you are good and there will be nothing linked to X for any case.
After calling 5 times and wasting time for almost 4-6 hours we got the above conversation and result.
Scenario: 2:
Now after we changed the primary account holder of account to Y. After one month we want to add the line on my account. I think we went to store and called customer care for almost many times and they mentioned sorry you cannot have the access to add this line as the account holder is Y. They asked my friend not use the mobile for almost 2-3 days as the t mobile systems are so fast and accurate. After going through lot pain and struggles somehow we got through this issue and line got added.
They asked me to buy the sim and they did lot of process. I think I ended up paying almost $ 120 approx. from my pocket and the monthly bill has raised to 40$ for consecutive 3 months. I think this time I called customer care for almost 16 times and for almost 20 hours. Thanks for t mobile for their loyalty to a customer who has been with them for almost 5 years.
Scenario: 3:
After one month one my friend in my line has decided to go on business trip to INDIA. Before going to INDIA, he made a call to customer care and asked whether" he can use this service in INDIA?” The t mobile customer service has replied “we are the best in network coverage and we have coverage in almost 70+ countries and in which INDIA is also there. You can enjoy the trip. “As we did not believe in T mobile for the first time from different experiences we made a call again and asked then also mentioned the same.
He went to INDIA and he see no service on the mobile. We work in IT and all our work laptops needs the authorization code to log in. We always register our phone number to get the pin codes. As he don't have the signal he is not receiving the pin and he not able to work. So he made a call to me, the primary account holder, Y, can you check with them? I told ok I will talk to them and get it sorted.
Now I made a call to customer care, and explained the situation.
Customer care: we can change this plan and we get his service
Me: ok can you do it for me now.
Customer care: Sure. Let me keep you on hold while I am working silently on this.
Me: Absolutely take your time.
I will be kept hold for more than one hour and say hello … hello... And no one replies. I have to end the call and call again.
Here comes the funny part. There will be wait time to get the customer care and instead we can use the automated service which they call back in 5 minutes. They never calls me back in 5 minutes they take at least 1 hour. You get a call back and they speak in Spanish which I have no knowledge of it. After doing lot of research I came to know we have to press 1 to answer that call. Now the new customer care person gets assigned he again asks how I can help you. If t mobile records the messages and Write the memos of what we spoke with the customer service agents why can’t they refer to previous conversation. Any ways I started explaining again as my friend need the service ASAP. After listening all this they will say sorry we deeply regret and hard time we have given to you. He says the solution which doesn't even match with the solution given by the previous agent. Ok can you do it for me again he told can I keep you on hold for 5 mints while I am working on it. That's it I am on hold for again one hour and the same story repeat again. Trust me this happened 7-8 times and every time they gave me a different solution and they made me to wait for almost 7-8 hours on hold wasting my time and my friend time.
Finally I think there is a person who called me from leadership and he asked what is going on with the account. I explained all he above things and I asked one thing can you please help my friend to get his service back? He explained me some steps that the process of making the primary account holder is not smooth.
So you have to make the call with the previous primary account holder X and me Y and customer care they will send one time pin to you. They will take the approval from the primary account holder X and once done, we will run a credit check against you Y then the account will be moved from no credit prepaid to credit postpaid and you can enjoy the services. I asked him it will smooth process and he mentioned it should not take more than 1 hour.
Now I got hold of previous primary account holder, me and customer care we did this process and the agent transferred me to another person. He told my SSN and ran the credit check. We are on the same page that the Simple choice North America plan is being moved to Magenta plan which is monthly bill of 160$ with postpaid credit account and with global service to all over lines. He told the credit check is approved and he transferred me to another agent to do activation process. Now the agent at the activation process asked me can you give me a minute while I am working in silent. He kept me on hold for almost for 2 hours and did not hear back. I ended the call the call and made the call again. They ask me the whole story again and I explained everything. After I explained they say the word can I keep you on hold for a while to do little research? That's it I am again on hold for another 1 hour and story starts again. After doing this for 3-4 finally I got hold of one agent. She mentioned it is under review with higher officials and it will take time for almost 24-48 hours. I requested what about my friend. They all reply "sorry sir this is the process and system will not allow to do it?" As it became 2:00 am at night, I asked them can they check and let me know in the morning what is going on. Now when I woke up I see different plan on the account all together. I again made a call to the customer care next morning and told very harshly, as t mobile deserves after doing all this, what is going on with this account.
Out of now where they again asks me we have to run your credit check and need the previous primary account holder approval. You already ran the credit check on my account. No sir we need to run and that is only the option we have.
Trust me with in less than 30 hours in which 7-8 hours of my sleep I made the calls to customer care for almost 31 times and was in call with them for almost 14-16 hours. Thanks to t mobile for treating me like this. After reading all this everyone has the question why are you still with t mobile. As my friend is in INDIA and I am in USA I cannot send the new sim from different carrier and t mobile is only option and the t mobile has taken advantage to it max. Some agents even don't know how to speak and treat the customer. We made out mind clear once he is back from India we are changing to another carrier. We have 5 account with 4-5 each on it will be moved to another carrier as well. Is there anything I can file a complaint or proceed legally in this matter that happened with me and customer care?
Why only concern is please let me know what I have to do to get the service to the person in the INDIA
¡Hola, @chandranandipati7!
I'm truly sorry for the amount of time you had to spend on the phone to get the account transferred over and attempt to get service to your friend in India. There's no reason it should have taken this long nor should you currently be waiting on us to get signal in India. You shouldn't have had to repeat yourself as many times as you did because each employee you speak to should be noting the account. I'd love to be able to personally help with the situation but we do not have access to customer accounts via our Support Community. However, I highly recommend working with T-Force via Facebook o Twitter because everything will be written down and you shouldn't have to repeat yourself that much not to mention being placed on hold. I'm so sorry I'm not able to help more, but T-Force will be able to give you more info on what's going on.
I don't think you're listening to me. I'm done! I lay too much for this 1 phone and this hacker is still on my accounts I have been a customer for 18 years but you guys have let her ruin my foundation and she put porn on my Dads legacy page I'm done. I am changing carriers. It's need 7 months of hell and reporting her and begging for help I followed all the directives and she's still on my account and my foundation account. I am done.
I will be canceling this account and changing carriers. I pay $114~140 for 1 phone yet new customers get great deals. DONE!!
I want a prorated bill as I will be charging carriers this weekend.
¡Hola, @chandranandipati7!
I'm truly sorry for the amount of time you had to spend on the phone to get the account transferred over and attempt to get service to your friend in India. There's no reason it should have taken this long nor should you currently be waiting on us to get signal in India. You shouldn't have had to repeat yourself as many times as you did because each employee you speak to should be noting the account. I'd love to be able to personally help with the situation but we do not have access to customer accounts via our Support Community. However, I highly recommend working with T-Force via Facebook o Twitter because everything will be written down and you shouldn't have to repeat yourself that much not to mention being placed on hold. I'm so sorry I'm not able to help more, but T-Force will be able to give you more info on what's going on.
then you will need to either go into a TMO store, contact them through calling in or contact TMO through one of their social media platforms like Facebook or Twitter to get this taken care of..
not overly sure how no one is listening to you...you have posted a whopping 3 times so far since you created your online account (which was today) and all 3 of said posts are in here..at what point would they have had a chance to listen to you? anything you would have done via calling in or through social media would not reflect in here..
I have been angry enough with T Mobile to make me think about putting a brick through one of their store windows, in freezing cold weather. My package includes everything with my phone but yet calls get dropped, and high speed internet gets throttled EVERY GOD DAMNED DAY. I should NOT have to spend several HOURS PER WEEK with customer service. Customer care agents often don't listen and pay attention. They patronise you and promise you the world and that you will have no more problems- nothing pisses me off more than to be lied to. My solution is this, every customer should start billing customer service for time wasted. Bill hours monthly. When they wont pay, and they wont, report them to all 3 credit agencies. Their corporate headquarters address in the US is12920 SE 38th St. Bellevue, Washington. How many of us have been told customer service will call us back in about 30 minutes only to be put on hold and wait longer or when then digital scab greeter(a.i.) says you are now being transfered to customer service, another lie, only to be put on indefinite hold for eternity. I have waited over 2 hours several times. My doctors at the VA want me to do video appointments with them but because of throttled and dropped internet I can't. I have a terminal illness. Thanks for endangering my life even further T mobile. My doctors advised me 4 months ago to change phone carriers. The state and national governments where there is inadequate internet, should NEVER consider giving T Mobile the contract. Congress should ban T Mobile from doing business in the U.S. No more! T mobile has the WORST customer service of any company I have EVER done business with. T MOBILE DEFIES THE LAWS OF PHYSICS, IT SUCKS AND BLOWS SIMULTANEOUSLY! If you want to get revenge on an enemy, give them TMobile. Please feel free to repost my response in social media and give T Mobile the attention they REALLY deserve!
I am a 69 year old female. I keep having issues with my phone so T-moblie sent me a new one and I returned it. April they decided to take $ 799.84 from my account- basically me SS check. They over drafted it causing me to get several NSF fees. I called and informed them and had proof that I returned the phone. They later said oh, yeah we found it. However, they would not return the money they took out of my account back. I have spent hours each day trying to get this resolved. So I had a customer service rep name Zero- she was from another country- out sourced call. She told me my information and bill account to t. She said they were sending me a check refund and she would give me a credit for the NSF they caused me. Well, I got the refund in the mail, but no check it was a t-mobile gift card. That does not help to get my account positive. I went to the bank, I could not get cash from the card to deposit in my bank. I went to t-mobile to see if they can take the card back and place the money back where they took it from. They said they couldn't. So I called them again. Another 1.5 hours on the phone. My daughter was on the line with me. She was able to record the call yesterday, well we got a black girl on the phone name Dominique insisting we can't record this conversation. She then says I owe them $442 or my phone will be turned off. She said you filled a fraud alert and we submitted $442 back to your bank and the $357 gift card so you should be fine, now do you want to use that $357 gift card to pay your bill. I was with Sprint for 14 years before it changed to t-mobile. I feel like this is elder abuse. Yet I continued to tell Dominque there was no return money to my bank. I tell her that we talked to a representative yesterday and she says there was no notes . This is crazy, my daughter and I talked to the representative who was very helpful and willing to work to help us resolved the issue, but it is as if nothing was noted or change. Thank God my daughter record the conversation. People would think we I was crazy. They took my money leaving my account negative I had t have my daughter replace money there so it would not cause any other NSF. Yet it is still negative. T-mobile has done nothing to prove to me that they submitted the money to my bank. The rep Zero gave my daughter transactions ID numbers and stayed on the line while we put the bank on. So when customers are saying they are getting the run-around it is true. I will not be keeping my service with this company. They have stole my money- to me this is elder abuse.
Dissatisfied customer who is experiencing financial elder abuse.
