Reaching out to T-Mobile via Email

Hola,

Thanks for reaching out. Hope you are having a good day.

It's said 1 bad experience can ruin relationships. This was 2 years of Trauma.

I have been hung up on by 2 Managers from T-mobile. On 4/26/24 Alisa from collection hung up on me & Zaniu on 9/11/24 approximately at 6:43 pm.

This experience with T-Mobile not being accountable for loosing our devices and then magically finding 1 device after 2 years of saying it was never received is poor. Then to have an Executive Representative Annalisa Avalos to run us through Kangaroo court is unacceptable. T-Mobile does not value the customers time what's so ever.

I have more than 120 hours of talk time with T-Mobile in regards to this matter.

Below is some background information we sent to   Mike Sievert:

Wanted to reach back out and let you know we are not satisfied with Annalisa's handling of this Over Billing issue for the devices loss by Sprint after being returned and Sprint now a part of T-Mobile confirming received, but never started the promotions on account thus our continuous inquiry. All the facts we provided Annalisa and Anbalisa has been dismissive and not objective and not willing to unpack all the facts. The records for our devices have been discarded by Sprint now a part of T-mobile and Annalisa tells us if we want to get them for T-mobile, since Sprint won't give you all access to them; we have to subpoena records. It places such a burdensome task on a customer who has done all the due diligence and went above and beyond only to be guided through being "Stuck in a trade-in hell with - Sprint now a part of T-Mobile who lost both my trade-ins worth $1800." That quote may sound familiar to you, because social media had this case as well as several other cases like ours that were handled through this same process and Its apparent based on research now that T-Mobile is well aware of these type of issues they inherited from Sprint, because this is not an isolated situation.  Annalisa was even dismissive to researching the agreed settlement of the S9 device that T-Mobile magically found after 2 years of the run around and they said they were going to provide our $800 credit during a recorded call on 9/6/24 with Walter for the S9. Annalisa glossed over that and is not willing to explore all fact-finding options, including collaborating with other stakeholders, i.e. Walter, to collect all the facts. We requested Annalisa to contact Walter to get clarity and confirm what was settled and promised for the S9 and Annalisa refused and made statements that this information can't be found in T-Mobile system and that transpired as recent as 2 weeks ago on 9/6/24. Hence, Walter read his notes back to us and assured us this account is heavily documented with his detailed notes during his handling and including Grace detailed notes too. In addition, it was agreed with Walter he was going to apply two $300 credits also for the iPhone 7, because they saw enough evidence and goodwill to authorize it. This was also apart of the recorded call. However, they reneged on the two $300 credits for the iPhone 7 trade-in and that's when I was hung up on by the Manager in the email previously sent to you. That's when I researched and found several other customers with similar situated issues and therefore contacted you.

As a result of our experience with Annalisa being selective in what facts Annalisa wants to acknowledge and further explore is unfair and untrustworthy. We reached out to Media to air our situation and we formally ask you for your intervention.

Can you please respond and collaborate with us, so we can be made whole?

Yes, we rather to discuss in this email platform. It is more effective for us and since Annalisa stated she couldn't find any notes in system as recently as two weeks ago.

Again, thanks for being receptive to the constructive and objective feedback and look forward to communicating in this platform.

Kind regards,

Brian D.

Handle your issue in email so you have your receipts. Tag Mike Sievert on all emails. They will respond and cut him out, but you respond and put him back in it. Keep him attached. T-Mobile inherited a problem from Sprint and wants there customers to feel T-Mobiles pain from a poor migration.

Also, contact your local media. They may have a support process like the news has in my state.