Poor Customer Service
I am very very upset for my experience with T-Mobile customer service, I am a new customers and just transferred from another carrier. I talked to an agent before opening a service and I told her I have 3 phone lines that I want to transfer. She told me about the3rd line free promotion but she just sent me 2 SIM cards and told me that I can get the 3rd one later, without telling me any restriction that apply to the promotion. Later I activated my 2 phone lines and trying to add a 3rd line for free with a new phone from T-mobile, I made the purchase after I received a confirmation from the agent that I will get the 3rd line for free. But after I paid, I realized that I need to pay monthly charges for the new line, I keep asking then the agent finally told me that if I add a new line later, I won't qualify for the promotion anymore, 3 lines will need to be activated at the same time. This whole thing is totally a scam. The agent doesn't even trying to help me solve my problem, just saying that you either pay for the monthly charge or the new phone. I literally need to pay for the mistake caused by the customer service and I wouldn't have to chose to switch toT-mobile at first if this is what I got from them.
Worst New Customer Experience Ever!
I have been with AT&T for 18 years and decided to try something new because of all the "Great" promotions T-Mobile is offering and supposedly largest 5G network. I have 9 (nine) phone lines want to port over. I open a T-Mobile account with 10 lines, Magenta Max. I got the initial phone number assigned to me on the 2nd eSim on my iPhone. Painless process here. Once I resolve all my remaining balance from AT&T, i started the mass portingof my 9 lines T-mobile. This was, Monday, Mar 27th @ 8PM and I did not get done until 2AM the 28th. Six hours of grueling back and forth because of the screw ups, dropped calls, deleting number that working, assigning numbers to the wrong phone, etc, etc, etc. And it does not end there. Everyday after I would call back for account access issues because they somehow send the PIN when logging in to a phone number that is my 86 year old mother that is on my account. Every time I call it get, "Oh thats an easy fix sir, I can help you with that, no problem". Then the escalation begins because whatever it is they do, does not fix the the issue. To this day, I can't login with out getting the PIN sent to the wrong phone number even though my number is the Primary. To date,I have spent 10 hours on the phone with T-mobile sub-standard support in the span of 4 days. Unacceptable. I should have moved to Verizon instead or just stay with AT&T, which I probably will go back to AT&Tand I am sure they will be happy to have me back and offer all kinds of deals/credits to come back. T-Mobile tries to offer mea laughable, an insult really, $5 credit for my 10 hours of grueling, torturous, feeling like a ping pong ball being hit back and fort,experience with their support. If T-Mobile actually reads this. Here is my account# so you can verify what I am saying: #989154525
Complaint of customer service with wrong information and yelling
I'm a T-mobile (sprint) good customer for 6 years. but I had a really worst customer service experience today 5/7/23. (Time : From 7:00pm to 9:30pm Pacific time) I upgraded my old phone to iphone 14 on 5/7.23. When I called Tmobil customer service, I asked about my monthly billing amount if it is changed or kept the same current billing amount when I paid the full amount for the Iphone 14. Customer service representative, Alma, didn't understand well about billing amount and I heard many people talking and giggling noise on the phone. So I asked her to transfer to the manager. The manager or supervisor's name was Polin (talking time 7:30pm to 9:30 5/7/23 almost 2hrs). She was really really bad and treated me as a greedy and selfish consumer. I asked the same question if I paid full amount of iphone 14, the current billing amount change? She said yes because government tax is updated and applied. She gave me the totally wrong information. So I didn't understand and asked for details. Based on her wrong information, It is just $3 difference from the current billing amount. but I wonder where this difference comes from. She just yelling me and answered me it is charged by the government, the tax was raised. She yelled at me that I can't do anything and you are so greedy. How customer service supervisor yell to the customer and gave the wrong information? The tax rate was raised ??? Nonsense. She doesn't know about the tax. She just told me that Sorry for yelling cuz she is pregnant (7 months) now and sensitive. Anyhow, I thought her answer was wrong so I asked again. Polin kept arguing with me over 2hours. It is crazy, I never had these horrible and worst customer service before. Arguing with customer for 2hrs? If she doesn't know exactly, then she transferred me to another supervisor or someone who knows the billing well. I heard a lot of noises like other kids sounds while I talked to her on the phone. I felt that she couldn't focus on my issue and just gave me the wrong information (government tax) and wanted to finish my questions asap. She is not qualified as a customer care even supervisor. She doesn't know what the customer service roles are. Customer service should answer and help the customer's questions and wonders. Not yelling and making a customer a greedy person. And I found that difference amount. It comes from the mistake of T-mobile when I changed one of our family member's phone numbers and withdraw the autopayment discount. I got the correction of that amount from T-mobile. Not from the ridiculous government tax raised.
How can we register a complaint via email?
Does anyone know the email address to register a complaint? I know it may make no difference, but it would be cathartic.Frustrated about having to shift to autobilll from a bank account -- it's the first time since joining T-Mobile in 2003 that I felt like T-Mobile was turning intoVerizon. Was not part of the contract I just signed to add two lines.