Forum Discussion
How to escalate a complaint
I received a text from T-mobile. They said I could buy 2 I phones get $700 off one, and receive a free line. I called T-mobile, they checked my account and said yes you definitely qualify. I then went into a chat session and asked again and they again said yes I qualify(I have the print out) So I went into the Store, I again, in front of 2 other live witnesses , asked them to check and see that this promotion was available to my plan before purchasing the 2 I phones. Again, they called spoke to another manager and yes they said all was good. So we purchased the I phones, received the new sim card for the new line and everything was fine. Until I got my bill, T-mobile was charging me $10 for the new line plus the other fees( fees which I already knew I would have to pay. I am not opposing those fees. )
So I chatted with T-Mobile, the rep agreed (I have it from the chat printout) I should not be charged, he took the fee off and said that all was good.
Low and behold next month the $10 charge was again on my bill. I again called up another rep Christopher. He said yes I see the problem. He again removed the $10 charge and said that it was taken care of……Nope, next month the same thing I talked to another girl Crystal, she again agreed that I had did everything correct and there was just a delay in the billing. She took the $10 fee off and she begged me and I mean begged me to say that the problem was solved. I refused and told her until I see that the charge is not on my monthly statement I would not say the problem was resolved. She reluctantly said ok.
Guess what the next month the $10 charge was their again!!!!! So I went into the T-Mobile store and at first they said they would take care of it then they started saying no this was only for some other promotion???? What??? I confirmed several times, printed from chats and if I wasn't eligible why would they all have said I was and agreed to take off the charges???
So the manager at the store, Said he agreed and would look into it. I sent him all the chats, the copy of the texts, everything. This guy tells me later that the girl that he was working with to get it resolved was let go and there was nothing he could do??? WHAT? Was there only one individual in the company that could take care of this????
To me this is clearly a bait and switch scheme that T-Mobile is trying to pull off. Much like their "oh if we merge with Sprint we will create jobs" but now we know that T-Mobile is laying off 5000 employees.
So I need to know how to escalate this and if anyone else out there experienced something similar so I can present it to the attorney general and the fcc.
contact TMO through either Facebook or Twitter..this will start you with tier 2 support over the call in tier 1 support agents.
DJJohnnyBoy wrote:
I honestly think this is the official complaint forum that T-Mobile probably won't ever read 😂. I don't even know what to do at this point . I had ok service for the first 30 days & finally on the 32nd day I got my bill & it was $100 more than promised . After 4 phone calls & 8 different reps I was able to resolve my issue. It wasn't until the 30 day return policy was up that they started with the BS but hope all works out for those stuck for the next 23 months 😑
I think you are correct. This is not the right place to complain. The welcome email when I registered the account I was welcomed and asked to enjoy the community, but my purpose to register is to complain!
Complain to Nonprofits or Government Agencies
If complaining about a business on social media doesn't work out, you will probably want to report the company. Some organizations that may be able to take your complaint include:
- The Better Business Bureau. Puedes register your complaint with the BBB. It's a national nonprofit that has been around since 1912 - and really, its main goal is to make consumers feel better about patronizing businesses. So when people have complaints, historically they come to the BBB, which often acts as a mediator when trying to work things out between a complaining customer and a business that may not have measured up.
- The Federal Trade Commission. If you file a complaint, the FTC will investigate it, and it may be able to resolve the issue to your satisfaction. It probably won't be able to do anything about a rude salesperson, but if you feel you've been cheated by a business, tricked or roped into an unfair practice, that's when you contact the FTC. It recommends lodging a complaint on its sitio web.
- Consumer Financial Protection Bureau. Maybe it isn't a store you have a complaint about. If it's a banco or an auto lender, the CFPB is a good place to go. On its website, there's a "submit a complaint" link.
Sonny1977 wrote:
I am facing the same issue. Bought 1 line with trade in device. When I order the everything on phone. They never applied the discount code for trade in. I didn't sent trade in device to to mobile. Now here is what's happening… after 6months of billing cycles they are not giving discount on trade in device and charging me full amount of the new device and the device I mailed them took me 3 months to follow up for them to acknowledge that they received the. Teléfono
hand a chat with supervisor today and they bluntly told me they cannot return the trade in device and they are not able to apply trade in discount. Last 5 months they have been applying trade in discount manually and now they are saying they never applied the trade in promotion when I ordered new line. It's been 6 months now and they say they don't have any retention team. Feel cheated big time.
is there a consumer court that I can go to for this??
Complain to Nonprofits or Government Agencies
If complaining about a business on social media doesn't work out, you will probably want to report the company. Some organizations that may be able to take your complaint include:
- The Better Business Bureau. Puedes register your complaint with the BBB. It's a national nonprofit that has been around since 1912 - and really, its main goal is to make consumers feel better about patronizing businesses. So when people have complaints, historically they come to the BBB, which often acts as a mediator when trying to work things out between a complaining customer and a business that may not have measured up.
- The Federal Trade Commission. If you file a complaint, the FTC will investigate it, and it may be able to resolve the issue to your satisfaction. It probably won't be able to do anything about a rude salesperson, but if you feel you've been cheated by a business, tricked or roped into an unfair practice, that's when you contact the FTC. It recommends lodging a complaint on its sitio web.
- Consumer Financial Protection Bureau. Maybe it isn't a store you have a complaint about. If it's a banco or an auto lender, the CFPB is a good place to go. On its website, there's a "submit a complaint" link.
Tiffani wrote:
Hola,
Please use for this communication. My Q.com account is inactive!
I would like to escalate my concern to a higher level of customer relation service since i am getting no solutions by calling customer care. I spent almost 10 hrs in the past two weeks with customer care on the phone, trying to solve a estafa issue, for which, i believe it was an illegal act performed by a T-Mobile representative. I WAS SOLD WITH A PRODUCT THAT DOES NOT EVEN EXISTING!!
I wanted to get my mother a new phone as her old phone was broken. On Thanksgiving day, i talked to a T-Mobile representative on the phone to check out my options. The representative told me that in order to get discounted phone, i had to switch plans. He sold me a plan called "T-Mobile Essential". The representative told me that T-Mobile Essential will cost me the same as my old plan each month, without adding any additional line(s). There will NOT be any increasing on the plan costs. By switching to T-Mobile Essential, I will be able to get the IPhone 15 Pro at $1,000 discount without trading my old phone. Then, at the end of the conversation, the representative also asked me if he could find me a FREE IPhone 13 for my mom, would i consider turning in my old Iphone-12 for an additional $220. With the above information given to me, I agreed to switch the plan to T-Mobile Essential. However, it turned out that they switched me to the T-Mobile 5G plan, which is costing me additional $30 more each month. I called to address this concern, i was told that whatever the representative told me does not exist!, I will have to pay $30 more each month or they will take away all the discount from the IPhone-15. In addition to this, the IPhone-15 is not discounted at $1,000 because the $1,000 included that $220 trade-in value. I requested customer care to listen to the recording of the conversation and help me to resolve the scam from there. No one care! No one calls me back as promise!!! As of today (01.04.2024), i am still being charged for $150 per month for the 5G plan plus the installment for the IPhone-13 (which supposed to be FREE).
This is very disappointed after spending 24 years with T-Mobile. I trusted that T-Mobile would do the right thing to further investigate the issue but NO ONE seems to care and wanting to help!!!!
I have my case all written up, getting ready to report this scam to the “Bureau of Consumer Protection” so others can hear the fraudulent business practices.
My friend suggested me to drop a message at the T-Mobile Community one last time to see if the issue can get escalate further. If not, then my next action will be escalated this to the Bureau of Consumer Protection.
TL
Complain to Nonprofits or Government Agencies
If complaining about a business on social media doesn't work out, you will probably want to report the company. Some organizations that may be able to take your complaint include:
- The Better Business Bureau. Puedes register your complaint with the BBB. It's a national nonprofit that has been around since 1912 - and really, its main goal is to make consumers feel better about patronizing businesses. So when people have complaints, historically they come to the BBB, which often acts as a mediator when trying to work things out between a complaining customer and a business that may not have measured up.
- The Federal Trade Commission. If you file a complaint, the FTC will investigate it, and it may be able to resolve the issue to your satisfaction. It probably won't be able to do anything about a rude salesperson, but if you feel you've been cheated by a business, tricked or roped into an unfair practice, that's when you contact the FTC. It recommends lodging a complaint on its sitio web.
- Consumer Financial Protection Bureau. Maybe it isn't a store you have a complaint about. If it's a banco or an auto lender, the CFPB is a good place to go. On its website, there's a "submit a complaint" link.
Nawabfatimah wrote:
This is WHOLE FULL FLEDGE FRAUD SYSTEM, I'm not the only one. Woah!
Same issues with me. They are charging me 33 every month for the Phone I PAID OFF WITH 1400. and every month I'm paying 33 additional for that. No one is able to resolve it.
Complain to Nonprofits or Government Agencies
If complaining about a business on social media doesn't work out, you will probably want to report the company. Some organizations that may be able to take your complaint include:
- The Better Business Bureau. Puedes register your complaint with the BBB. It's a national nonprofit that has been around since 1912 - and really, its main goal is to make consumers feel better about patronizing businesses. So when people have complaints, historically they come to the BBB, which often acts as a mediator when trying to work things out between a complaining customer and a business that may not have measured up.
- The Federal Trade Commission. If you file a complaint, the FTC will investigate it, and it may be able to resolve the issue to your satisfaction. It probably won't be able to do anything about a rude salesperson, but if you feel you've been cheated by a business, tricked or roped into an unfair practice, that's when you contact the FTC. It recommends lodging a complaint on its sitio web.
- Consumer Financial Protection Bureau. Maybe it isn't a store you have a complaint about. If it's a banco or an auto lender, the CFPB is a good place to go. On its website, there's a "submit a complaint" link.
Has anyone had any resolution in filing a complaint against poor customer service in a store? I cant even find a list of general managers anywhere.
T-Mobile realmente took advantage of my elderly mother. First they added lines to our account WITHOUT OUR PERMISSION which screwed up our plan, then they gave her 2 iPads, telling here they were FREE but we got charged a monthly fee for both of them. Now I'm discovering that when she bought a new phone they did not use her old phone as trade-in … so we are paying off the $800 which would have been deducted from the cost of the new phone at the time she bought it. UNACCEPTABLE BEHAVIOR and FRAUD on so many levels. A credit in the amount of $800 is due to us immediately.
I have had similar issues. Supervisors NEVER call back. They promised to pay off my Verizon phone if I switched - then the small print. Actually you get a prepaid visa to pay it off. But from Day 1, there was a "problem with the submission". But we will get it fixed - just have to wait 15 - 30 days. Ok. 30 days go by - nothing. PHone call - oh, there was a problem with the submission. We will get it resolved but it will take 15 - 30 days. At 30 days you get a call saying there was a problem with the submission. What's the problem. Well its a problem in our system but I will get it fixed - 15 - 30 days. The last two times I asked for a supervisor. I was told they are on a different phone system but would call back within 15 minutes. They never call back. OK this time we PROMISE they will call back. No call back. I have filed with the BBB and will work on reporting fraud not to the FTC. They did the same thing to my Fiance - he never got his refund.
Yikes! I hope you’re able to get this resolved @Batgirl123
I want it noted that this went on for 17 days I called up T-Mobile when I heard of the deals that they Pay up to $800 per phone to pay off your old phone and then give me a new phone and their price Was really good. It was half the price I Pay AT&T so I was very happy we signed up my 5 phones and was told as soon as I receive my Internet box to set up I was to call them I gave TMobile all the numbers from the phones they requested. I sent them a copy of my AT&T statement they requested So they could know how much they need to pay off my phone Then they said The process was being held up because the phones were not ported was asked to call Att and ask for a port #. we ported four of the phones I didn't port for the fifth phone as of yet. Then they said that it was the Sim card they sent me in the mail. My phones don't use actual SIM cards so they were gonna have to do it with an Esims or something like that then there was something else then there was something else not one time did they mention I had to pay for the phones first. then after a few days they informed me that I had to pay off my phones first then they will reimburse me and I explained to them no that's not what was said when I signed up I even asked the woman are you paying off the phones couple times and she said yes, ( you guys have copies of this cause you taped all these conversations ) then for days they were going to fix my problem and Send me a virtual card to pay off the phones and would call me right back well that never happened. Then all of a sudden four of the phones didn't work at all for 4 days I called asked for a supervisor at lease 2 time and was informed. That a supervisor would call me back. And again that never happened Each time I called we went through all of that again and I explained to them all over again that I cannot buy those phones and I wasn't told I had to and they said oh we're gonna fix this for you. The last time I called, I was informed that I had to pay for the phones and that's their policy and that I should go back to AT&T I'm 74 years old I was trying to get my Bill down I think Tmobil are Liars and owe me an apology After all that I had to go back my old Internet company now I'm gonna have to pay $50 more each month because I can't get that deal no more and AT&T well let's just say that that was a bust also I would Would like to warn people that TMobile are liers and will say anything to get you to sign up and it might just end up costing you more at the end instead of helping you I hope that nobody else goes through this like I did. It is not good service. thank you for listening.
Nawabfatimah wrote:
This is WHOLE FULL FLEDGE FRAUD SYSTEM, I'm not the only one. Woah!
Same issues with me. They are charging me 33 every month for the Phone I PAID OFF WITH 1400. and every month I'm paying 33 additional for that. No one is able to resolve it.
I literally just got off the phone withe 5th person supposedly a manager about this same issue!! I was being charged $88 a month for 2 phones I already paid for! TMobiles Customer Care is garbage, I will be filing a complaint they ripped me off, I should've never stayed after the acquired Sprint
