escalation

5 Topics

Customer Relations
Cristina Molina Central Florida cristinamolina71@gmail.com Dear T-Mobile Customer Relations, I am writing to lodge a formal complaint regarding the distressing experience my family and I have faced since transitioning our services to T-Mobile. On 11/18/2021, we visited the store to switch our service from Sprint to T-Mobile. We were promised a plan for Magenta Max for five lines with four new phones, one transferred phone, comprehensive insurance coverage, and a BOGO deal for two iPhone 13 Pro Max and two iPhone 13, with one line free. The total cost was quoted to be $405 without automatic payment. Unfortunately, this offer was never realized despite numerous calls to both store representatives and supervisors, who assured us they would rectify the situation but failed to do so. Despite receiving empty promises of resolutions and no callbacks, no concrete action was taken to honor the initial agreement. I even presented the documentation from the store outlining the precise details of what we were entitled to, only to be met with excuses and the suggestion that I must scale down to a different plan due to misinformation provided by T-Mobile representatives. Regrettably, after exhaustive attempts to seek a fair resolution, I compromised and chose to continue with the inadequate service. Subsequently, I had to cancel one line where we brought our own phone, reducing our service to four lines. Fast forward to [05/12/2024, when our phones were fully paid off, and I made the decision to remove two lines for my family members so they can switch to the 55 and up plan, retaining two lines for myself and adding one new line, resulting in a total of three lines. Before making any changes, I spent approximately two hours on the phone with T-Mobile representatives to confirm that the third line would remain free, as originally agreed upon. I informed them of the two numbers I intended to port out and was assured that I could add the new line first and then proceed with the port-outs without any issues. As I was at a corporate store on 05/15/2024, the representative informed me of a new promotion that included getting an additional line free if I added a new line. However, in May 2024, I noticed that the promotion was removed without any replacement and no new promotion. When I contacted a supervisor, I was assured that the additional line would be added manually every month, with a reminder set to ensure I only paid for two out of the four lines. Despite these reassurances, the issue remained unresolved in June. I called again and spoke to another supervisor who promised escalation for the following month and assured me that any overpaid amounts would be credited back once resolved. At this point, my confidence in T-Mobile's ability to rectify these ongoing issues was at an all-time low. I requested for the account to be credited back the $70 for the 2 lines to be done immediately, the supervisor was able to credit that amount to account. I received a call back on July 19, only to be informed that the resolution was still pending for the next month. When I clarified that the credit should be applied immediately, as I had already lost trust in the process, the representative offered a mere $10 for the inconvenience. Upon requesting to speak with a supervisor, I encountered Carl R, who failed to address the issue adequately and disrupted our conversation. Frustrated by the lack of resolution and dismissive responses, I insisted on corporate contact information to escalate my concerns further. At this point, my confidence in T-Mobile's ability to rectify these ongoing issues was at an all-time low. While speaking with Carl R, I expressed my dissatisfaction with the lack of resolution and requested corporate contact information to escalate my concerns further. When I asked for a corporate email or phone contact, Carl R claimed that there was no such information available. When I requested proof of this call, he only provided his ID as 1266716 and insisted on scheduling a call back from someone higher than him and that that person would tell me the same thing, which exacerbated my already dwindling confidence in T-Mobile's customer service. Despite my insistence on speaking to someone higher, Carl R informed me that they do not take direct calls and that a callback was the only option. Feeling frustrated and unheard, I decided to disconnect the call and request to speak with another supervisor. I reiterated the series of events to the new supervisor, emphasizing the need to escalate the situation urgently. This supervisor then provided me with the corporate address and suggested reaching out to T-Mobile through their social media platforms such as Facebook, Instagram, and Twitter. It is disheartening that after multiple interactions and attempts to address my concerns, the customer service provided by T-Mobile has consistently fallen short. The lack of proper training and care exhibited by agents and first-level supervisors has contributed to this ongoing and distressing experience. I urge T-Mobile to take immediate action to rectify these issues and restore my faith in the company's commitment to its customers. I implore for a resolution that addresses the discrepancies, restores the promised benefits, and ensures that future interactions with T-Mobile are conducted with professionalism, integrity, and efficiency. All this should be recorded, and you should be able to pull these calls. I eagerly await your prompt response and a comprehensive resolution to alleviate the frustrations I have encountered. Thank you for your attention and assistance in addressing this matter.
Solved
Paloma456
Hace 5 meses Place Apple
299Visto
0likes
2Comentarios
Customer service "Groundhog Day" with unresolved problem
I've been trying to transfer an EIP (Equipment Installment Plan) from my mom's account to mine. Started the process by calling customer service on September 6th. Failed. Called again on October 25th, then on October 27th to re-initiate the process. Failed. Had to drag mom (aged 81) to a local store to verify her ID and get a new PIN number. Called November 7th and was assured the transfer would happen. Failed. Called again November 17th and was instructed to drag mom back to the store to reset the PIN. Did that. Called again on November 26th and was reassured -- for the fourth time -- I'd get an email and a follow-up phone call to complete the EIP transfer. Got neither. For the fourth time. Any suggestions on what to do about this? How do I reach a COMPETENT person? Or maybe get T-Mobile to simply drop the EIP altogether and credit the balance due since they've effed this up so badly and wasted so much of my time, not to mention the aggravation they've caused? I appreciate any and all advice.
Solved
shelldon
Hace 2 años Place Accounts & Services
296Visto
0likes
11Comentarios
Can I transfer account contract from T-Mobile (NL) to T-Mobile (US)
My cousin who's T-Mobile (NL) customer moved to USA and wants to transfer his account contract to T-Mobile (US). We've called T-Mobile customer service, sales, and visited store but noone is able to help. Also, they're unable to pull NL account information or carry over contract or cover its cancelation in NL and re-register in US. T-Mobile (NL) is also horrible, they don't speak English in the chat and their phone number to call is in local NL jurisdiction, inaccessible from US. Can someone please recommend how to deal with this situation? My cousin would like to remain T-Mobile customer, but it seems representatives are unable to help.
Vlad_Gulin
Hace 3 años Place Accounts & Services
236Visto
0likes
4Comentarios
Family Mode Not Working After Lpgin
If anyone in the world can help me with the above issue I would appreciate you so much! I never had issues with FamilyMode before, and I recently bought a new phone, tried to log in as normal, and after login it does not let me move past the terms and conditions! I keep getting this error message and I've done everything humanly possible from uninstall reinstall clear cache tried different devices android and apple removed the feature from my account and re add it escalated this through tech support but they keep outsourcing me and they never can explain the issue correctly so the engineering team keeps kicking it back I'm pulling hair at this point trying to see how I can ever use this app again it was very helpful to me before ! I would like to note that theold phone that I had plus my child's old phone are both completely factory reset so there should be nothing from family mode tied to those old devices…anyone can help?
Small_Lady
Hace 8 meses Place Accounts & Services
203Visto
0likes
0Comentarios
any way to escalate my issue? getting a service credit?
Since we entered into december my home internet keeps going down, 3 times now in just 24 hours, and the outage is currently present for the past 10 hours. tforce is clueless and they keep telling me that they are waiting for their escalation to get a root cause. i have been having issues since day 1 but never that bad, and been waiting for a root cause since october. i have asked for a service credit and they just ignore the question. i need to be able to talk to an engineer not a customer rep. i have not been provided with a link for the escalation ticket i can use to reach to the engineers. the issue is that the gateway says i have excellent signal but i have no internet. If i open a site like ipchicken.com it simply says it could not connect. I believe the issue is that the gateway does not get assigned an ipv4. my guess is that they are running out of ipv4's due to oversubscription and each time the lease is renewed, it will go down when it tries to change ip's. for someone that has complained the amount i have you would think they would provide me with a longer lease or assign the ip statically (which they should be able to do even though tmhi officially does not provide static ip's) is there a way to get a real escalation and response into my issue? i definitely don't want to pay $50 for a service i am not getting.
fjleon
Hace 2 años Place Gateways & Devices
100Visto
0likes
1Comentario