Ridiculous experience
I am going to start sharing my experience with T-Mobile customer service in a hope that someone else sees this and does something about it - not just my issue, but probably the hundreds of other people who suffer this inadequately-managed company. Back in July/August T-Mobile had a promotion for a "free RAVL V+ or OnePlus Nord200" phone when the customer trades-in ANY other working device. I traded-in a brand new, still in the box Verizon pre-paid phone. Got the RAVL in the mail, T-Mobile sent me an SMS that they got my trade-in (I had to mail it using a shipping label they sent me via email. So by August 20-th things were looking all set. Around August 25, though, I received another automated SMS saying that I have been un-enrolled from the promotion. On August 28th I called 611 and after a lengthy conversation, the CSR told me that "the warehouse coded the phone as damaged". After hearing my explanation that this was actually a brand new device that I purchased specifically for the trade-in the CSR said that she (or her supervisor) was able to talk to the warehouse and confirm that the trade-in is fine. She said that it may take up to a monthfor my account to reflect the re-enrollment of the promotion, so she credited back August and September to offset the incorrect charges. Come November, I see that charge re-appear on my bill. Today I called 611again. After about 20 min. on hold a CSR named Destiny picks up and after researching my issue says that nowhere in the notes from the Aug. 28th call she could see that the previous CSR resolved the issue. When I asked her to pull the phone recording (because we're all informed that our calls are recorded "to provide the best experience"), she said that she could not do that because the Aug. 28th CSR was at a different location. The call dropped, but Destiny was persistent enough to call me two times - the first reconnect attempt ended up in me answering but her getting my CM!!! Destiny patched me to her supervisor - Shakia White or similar. She started explaining to me that she cannot find ANY record of the trade-in, even though I was forced to mail it using a T-Mobile shipping label. So Shakia asked me to go dig up that tracking information so she can locate the phone "in the warehouse". Unfortunately while I was doing that the call dropped again and Shakia never called me back. After waiting for a call back for about 15 min., I called back 611. the automated system said "15 min. wait", but my call got answered in about 35-40 min. by a CSR in another region. After I told her that I was speaking with another supervisor, she offered to connect me at first, but after about 10 min. of being on hold I was told that the other supervisor probably left - they could only email her and that she would call me tomorrow. At this point I am about 2 solid hours on the phone with T-Movile. I said "fine" and I asked her if she could help me with the "Family allowance" feature, While we're going ove what wasn't working on their "Family Allowance" the phone call dropped again. In about a minute she seemed to be trying to call me, but regardless of the fact that I was waiting for this call at my desk and I answered immediately, the call didn't connect and she never tried to call me again. Now, this is all surreal, but I do have a voice recording of the whole ordeal if anyone is interested in hearing it. Together with typing this post, it's been 2 hours and 30 minutes of a complete waste of my time. Verizon, if you're listening, do call me, please!!!lied to
Has anyone else been lied to by multiple T-Mobile representatives? I was told almost four months ago that unlimited home internet would be a maximum wait of two weeks … based on that and the combined price I signed up for the phone service. After several representatives told me multiple different things I was finally sent everything to get set up, after four days our internet came to basically a standstill.. upon calling I was informed that the high speed still wasn't available and at this point the "supervisor " had to admit that I had been lied to based on the chat log… still nothing could or would be done because NONE of the EXPERTS were under her and just so happens she also couldn't put me in contact with any of the supervisors that were in charge of these people… almost comical… I should have came here and searched "lied to" . Seems pretty common for these people to not tell the truth!
The Elusive Veteran Status
Sooo I've been with T-Mobile since 2008. Initially I was on my ex husbands plan but got my own once we divorced in 2014. I'm a veteran. I've either been IN the military or a veteran since starting service with T-Mobile. My drivers license that is scanned each and every time I walk into the T-Mobile store has VETERAN printed on it. Always has. I noticed last week that I was on Magenta Max not Magenta Max Military. I called to get this taken care of. No one can figure out why I wasn't put on it initially. At first someone said I needed to verify my status. This didn't make sense to me because some other person told me that I was previously on a military plan. At first they tried to tell me I needed to verify a status that literally NEVER changes. Then someone else said I don't have to re verify my veteran status. Then another person said I have to verify this yearly….. which is it? Why was I taken off a military plan? No one can tell me why. I've been charged an extra 73 dollars a month for a regular plan for 19 months. This is almost 1400 dollars. Last week I was told that someone would call me within 72 hours. They did not. I even gave them an extra 24. I had to call T-Mobile. this time I'm being told they can't find where I was on a military plan because they can only go back 18 months. Well that's convenient. This happened at 19 months. At first I was offered 1 month 70 credit. That's all they could do. Then I spoke to someone different and it was 2 months…. Then someone different and it was three months. No one has the same access. Whether it's the new hire or the supervisor no one can see everything in order to verify anything. Every answer I've been given is different from the last. tonight I spoke to the world's worst supervisor, her name is Toni T. She basically told me that it's all my fault for not looking at my bill more closely…. I asked her how she would feel in my situation and what she would want in order to feel like she wasn't being scammed. She literally told me she would NEVER be in my situation because she looks at her bills. Wow…. Great customer service T-Mobile!!!! Way to keep people with this cellphone carrier!!! i asked for her supervisor, she doesn't seem to have one. I asked who signed her paychecks, no answer. I asked to be transferred and she refused. I'm truly disgusted with the way I was treated and I intend on going to their biggest competitor right after I scream my horrible experience from the rooftops of every social media platform I have access to. I may even dedicate an episode of my podcast to this experience. People need to know that T-Mobile does not care. They do not accept fault. They have no idea what's going on and they have some of the absolute worst people in high positions that have zero empathy for their customers and are clearly in a power trip. This woman said they would do NOTHING about this while three separate employees NOT at supervisor level offered to at LEAST give credit for 1 2 and 3 months because they know T-Mobile is in the wrong. This was literally the ONLY bill I thought I could trust not to screw me…… clearly I was wrong. Oh, if you happen to get transferred to a supervisor and it's Toni T….. just know you're about to be disrespected, she doesn't give a single f$&@ and she's on a power trip. She needs to be leveled out FAST.
Horrible Signal/Service
I recently switched back to T-mobile due to cost of home internet & everything being pretty ridiculous else where. I am sadly regretting this choice! I get good home internet service only for about 4 hours a day. The rest of the day it is buffering constantly. I have to reset the internet password on my electronics multiple times a week as well because the internet goes out. I also have horrible cell service where I live. Inside my house it's decent but once I leave my home I lose ALL signal! I can't open apps & I have a difficult time making calls because there is no service! I am seriously breaking my contract or whatever to find a better service that I can actually use my phone when I am in town.
im the owner and i cant see my details in the account
Im the owner of the account and i cant even see any details because it says i dont have permission. They been charging me more and more since March and my phone has been hacked no one time but 3 times. I regret having Tmobile and they are not available to help in the store.