How do I get a copy of my phone conversation with T-Mobile?

We want everyone to have full confidence when signing up for services or getting new equipment. This does not happen when you have a situation like yours. 

The transcript of the conversation is not something that we are able to send to anyone, but it is really important for us to take every opportunity to make things right. When you spoke with the person over the phone, they should have made sure that the situation was corrected and that feedback was provided to prevent this situation from happening again. Since they spoke with the person from the store already, it sounds like that happened right away. 

It is great that you were able to connect to both the person on the phone and the store rep! 

I have been on 8-9 calls, often well over an hour each, and every time the representative is apologetic, initially.  Once we go through the entire issue repetir, the 'support' becomes anything but supportive.  Somehow, I am to blame for never requesting a cancellation of my service, which is ridiculous to the point of being offensive.

I returned the internet unit in a store.  While in the store, I was told instead of $50/mo internet I had actually received $25/mo internet and $25/mo phone.  I didn't even know I had a phone line and thought that information was odd at the time, but now have realized they intentionally execute this setup to create these extra revenue dollars, unethically.  I asked them to cancel both, but they claimed they could only cancel the internet and that I had to call to cancel the phone.  

The same day I called to cancel the phone, and the representative stated I needed to go to the store to cancel the service.  I argued against that suggestion (I'm over an hour away from the store), and I informed support that I was just in the store and given directions to call support.  Despite pulling up all my information, I was told some pin created the previous year is the ONLY method to pull up account information; I offered SSN, DOB, CC, address, etc., but those unique identifiers were not enough information to solicitud cancelling my account.  This went back and forth for over an hour and continued on multiple calls, yet somehow I never requested cancellation.  Laughable.

On 3 different calls to support, I've told that my issue has been cleared, including investigation resolution numbers.  Great news, there is no longer a problem, except the information is categorically incorrect.  Now my 'debt' for a service I cancelled is with collections.  I was again told they cleared the debt.  Upon follow up (not a Tmobile update as would be expected), I was told my records indicated no dispute with the charges.  Can't even begin to understand how that's even possible.

I have been hung up on twice by the support team after being on hold for over 30 minutes.  This company is the absolute worst business I have ever experienced. 

My only compliment is the internet service.  It was a perfect solution to my problem with an easy setup.  But the lying is ubiquitous internally and applies to major account details and customer service.

I am discussing options with my company's legal team as well as my successful neighbor; I'm lucky to have multiple lawyers as friends.  The feedback is generally it's not worth it to file suit as it costs more to file than the actual debt, but I've decided I'm willing to go bankrupt in pursuit of justice.  The unethical and I believe illegal actions by TMobile have given me a drive and purpose I normally reserve for activities I love.  

Apologies for the diatribe.  I am still nonplussed an entire company can be so unethical.  I would love to speak to someone with the ability to do something as simple as review my previous calls.

You will need to call Tmobile support to see if it's available to you.

HeavenM wrote:

We want everyone to have full confidence when signing up for services or getting new equipment. This does not happen when you have a situation like yours. 

The transcript of the conversation is not something that we are able to send to anyone, but it is really important for us to take every opportunity to make things right. When you spoke with the person over the phone, they should have made sure that the situation was corrected and that feedback was provided to prevent this situation from happening again. Since they spoke with the person from the store already, it sounds like that happened right away. 

It is great that you were able to connect to both the person on the phone and the store rep! 

It's not great and it's not unique. I've been trying for two months to get a situation resolved in which I was told something by sales and it wasn't followed through with. I've kept my own notes on each call and yet, no one is consistent. I was told that the calls would be reviewed weeks ago and that has yet to happen.

T-Mobile doesn't stand behind it's promises. Period. That has been true since I signed up, and thus far in each call I've made, even just the "Personal Guarantee" of numerous reps that say they will callback and don't.

I just experienced the same.  T-Mobile promised a very enticing bundle deal that had me leaving AT&T after 20 years.  Then they were backpeddling on follow up phone calls.  Nobody seems to be able to provide me copies of the recorded calls with their salespersons, nor a way to retrieve them.  They've lied and misled me several times and have not been able to get it resolved with their original promises. 
 

They were supposed to save me money which is why I left my other carriers and now I’m paying more because they went back on their words.

Anyone else?

https://www.t-mobile.com/privacy-center/education/about-personal-data-requests

they are jokers !  I am a 19+ year old customer and have had wonderfull experience. Untill now when i am being told the price changes. When i was sold and reaffirmed many toimes over the phone that the military magenta plan had price lock and price would not change, since my old plan was the same.    So i am now batteling trying to get the phone calls … 

I have been on the phone a total of 5 hours with T-Mobile from representatives hanging up on me and then arguing with me lying about they are investigating calls but no one sees where a claim or investigation even when someone sees the notes on the account they disregard the statement and blame me for being a customer basically but I will be following up with legal concerns because this is not acceptable.

cocoleaves wrote:

I have been on 8-9 calls, often well over an hour each, and every time the representative is apologetic, initially.  Once we go through the entire issue repetir, the 'support' becomes anything but supportive.  Somehow, I am to blame for never requesting a cancellation of my service, which is ridiculous to the point of being offensive.

I returned the internet unit in a store.  While in the store, I was told instead of $50/mo internet I had actually received $25/mo internet and $25/mo phone.  I didn't even know I had a phone line and thought that information was odd at the time, but now have realized they intentionally execute this setup to create these extra revenue dollars, unethically.  I asked them to cancel both, but they claimed they could only cancel the internet and that I had to call to cancel the phone.  

The same day I called to cancel the phone, and the representative stated I needed to go to the store to cancel the service.  I argued against that suggestion (I'm over an hour away from the store), and I informed support that I was just in the store and given directions to call support.  Despite pulling up all my information, I was told some pin created the previous year is the ONLY method to pull up account information; I offered SSN, DOB, CC, address, etc., but those unique identifiers were not enough information to solicitud cancelling my account.  This went back and forth for over an hour and continued on multiple calls, yet somehow I never requested cancellation.  Laughable.

On 3 different calls to support, I've told that my issue has been cleared, including investigation resolution numbers.  Great news, there is no longer a problem, except the information is categorically incorrect.  Now my 'debt' for a service I cancelled is with collections.  I was again told they cleared the debt.  Upon follow up (not a Tmobile update as would be expected), I was told my records indicated no dispute with the charges.  Can't even begin to understand how that's even possible.

I have been hung up on twice by the support team after being on hold for over 30 minutes.  This company is the absolute worst business I have ever experienced. 

My only compliment is the internet service.  It was a perfect solution to my problem with an easy setup.  But the lying is ubiquitous internally and applies to major account details and customer service.

I am discussing options with my company's legal team as well as my successful neighbor; I'm lucky to have multiple lawyers as friends.  The feedback is generally it's not worth it to file suit as it costs more to file than the actual debt, but I've decided I'm willing to go bankrupt in pursuit of justice.  The unethical and I believe illegal actions by TMobile have given me a drive and purpose I normally reserve for activities I love.  

Apologies for the diatribe.  I am still nonplussed an entire company can be so unethical.  I would love to speak to someone with the ability to do something as simple as review my previous calls.

I will do anything to help you, i have been absolutely screwed after being promised i would not be charged, now ive been charged multiple times and still waiting for this to be turned off….. hoping the credit i got today will cover the last payment tmrw and finally turn off but i have nothing but time and energy if you want to get in contact my email is mr.heineman92@yahoo.com or my phone is 7654091871, i would love jothing more than to join you on your mission. Our mission, i fully feel i have enough to sue them or even make a police report about them stealing multiple times now and too scared to go to collections, i just wanted to save money and now im paying quadruple it feels. Please coco, lets do this. 
 

josh out. 

I am currently going through the same issue. Still no true assistance. Just hustled into paying for 3 additional lines that I don't need nor can afford with the false promise of my monthly payment starting the same. So now I'm basically stuck until I get an attorney involved which would probably costs more smh.