Forum Discussion
What about loyalty?
I decided to come here to post this as I was just in a text convo and then call for 30 minutes trying to have my service restored. I was trying to set up a payment arrangement because yesterday my accounts were suspended they requested past due amount. Today I tried to pay said amount there is an additional $67 added. I ask could I pay the past due amount that was asked a few hours ago to restore my service and they apply the $67 to the balance? First they said I had to pay the $67 fee before I can restore the service. So I asked if that's the case why wasn't that $67 included the first time I looked into the arrangement? (within hours it's added on) They said I have to pay that in addition to the bill(the amount I was trying to pay) I am a teacher and during the summer funds are NOT there (we already get paid little to nothing through the school year) any who I tried to explain that I'm not asking for the fee to be removed just added to the next bill they said nothing they could do. I have to pay the past due bill and the additional $67 I explained I didn't have the $67 now but I really need the to be back and I can pay the past bill amount that was requested a few hours ago after being on hold going back and forth 30 minutes nothing so I said okay thank you I hung up. I go to Facebook or twitter to try to vent my frustration and when I get to Facebook I type in t mobile and a pic comes up of me dated 2010 and it says picture taking with blackberry by T-Mobile. I had the t mobile service years before the Facebook pictures as well. I have been with t-mobile for 20 years 20. I may pay my bill late on occasion but I pay it and whatever fees they attach and I need my service to reach my kids but they wouldn't move NOT remove just move the added fee (a few hours ago) so I can restore my service. Just wanted to know where is the loyalty? All these years giving my money to the company for the service should count for something? ¿No es así?
@magenta7682705 is right. Unfortunately, T-mobile has no loyalty, courtesy or understanding for their 20+ customers. I've had T-mobile 20 years and they refused to remove a $15 fee due to the bank unbeknown to me returning a $5.36 autopay payment today 9/17/24. The T-mobile rep said, due to a $20.00 adjustment made on my account last month, the $15 fee couldn't be reversed. T-mobile makes billions of dollars and they couldn't make a $15 adjustment to a customer account who has been with the company 20 years and NEVER requested for a bank fee reversal in 20 years? Unbelievable and disappointing.
Furthermore, as I attempted to pay the $5.36 today through the T-mobile app an error message came up. See attached picture. They charge $10 if a representative takes your payment on the phone and then your hold time to speak with a representative could be 30+ minutes. T-mobile is quick to suspend your phone service and refuse to remove the $20 restore fee. I definitely find it interesting how T-mobile can refuse to remove fees yet constantly have issues with the T-mobile app preventing people from being able to pay their bill without being assessed some kind of fee. I.e late payment fee $7.00 and $10 customer service payment fee etc.
T-mobile is a low integrity company that doesn't value the customer and the customer service reps will blame the " T-mobile computer system" for not being able to reverse fees and phone services being "automatically" turned off. Someone programs the "computer system" and just as easily as they program to "turn off service" they could very easily program options for "special circumstances" like death, pandemic, financial hardship, and natural disaster for fees to be reversed or services interrupted to be temporarily restored.
I will never give T-mobile a referral. No customer loyalty!
