need to file a grievance
Is there a direct line for filing a grievance and or email address need this ASAP regarding an order that was place a week ago and there is not a clear reason on why I have not received or no way to cancel no even by the client services support. Asked to speak with a supervisor today and associate Camil in PR told me that she cannot transfer me to the supervisor since he is busy, she explainedto the supervisor my case and told her to tell me that I just have to keep waiting. No having count that I have been waiting already for a week for the order to arrive. The money was taken out of my bank account already.Tmobile not honoring their promo
So back in Oct. 2023 I purchased 2 watches, the galaxy classic 47mm, on the promo of "get (x) amount of dollars off" (I can't remember the exact amount but it was a lot about $300, $350, or $380 off). Tmobile was also running another promotion at the time called "bogo." The main difference in these two plans was the 1st mentioned promo required a paired digits watch plan, and the two promos were also fordifferent size watches & models. I remember the sales rep questioning if I could get the 1st promo because something strange was in the fine print, the specific watch I purchased was listed in the fine print on both promos and he and I were discussing how that didn't make sense who would chose the "bogo promo"instead of the "x amount of $ off" you obviously save more money when buying 2 watches on the "x amt of $ off," he even went to ask his manager to verify and he agreed.Anyhow, I made the purchase and he said he was making sure to write in the notes what promo he sold me on to make sure I get it and not the "bogo" well...fast forward when the bill finally stared showing the promo discount amountit stated "bogo" so I called to discuss the issue and the tmobile rep in the USA had all kinds of reasons that didn't make sense like: maybe you didn't have enough credit to finance the watch" or "the watch exceeded the the promo value" so I asked her to read the notes from the sales rep who I purchased the watches from to see he wrote down the promo code so she looked and said he didn't write anything and she even had a way to search the tmoblie archives of past promos and read them to me and it didn't say my watch on it which means that tmobile eventually caught the mistake and deleted all evidence of it in their system and in my order notes. Funny thing is that promo is still going on today but it's written correctly now but they won't honor it for me because according to them it didn't ever exist like that back in Oct 2023 when made the purchase and she spoke with her manager and manager refused to get on the phone to speak with me said to tell me "we arenot changing it and that's it so you have no need to speak with the manager" then I said we'll I can just call back and probably get another call center and speak to a manager then to escalatemy grievance or go in person to a store then she finally agreed to put the manager on but conviently"theiron the other line with someone she'll call you back" but themanager never did. I've been a customer for over 10yrs but never really had a reason to speak with tmobile because I hadn't upgraded my devices in 8 yrs and as soon as they are paid off I dropping tmobile and tellingeveryone I know. I'm still going to submit a grievance fordishonest sales practice and deleting/ falsifying records.
horrible experience and useless insurance
Pay for insurance on all of my phones. Dumb idea. Insurance means nothing and I've paid for phones several times over for nothing. Two of my sons go to get phones fixed through insurance at the local store. Separate incidents at separate times. They are told there is nothing that can be done. They get cheap replacements and move on. Topic finally comes up months later as they do not live at home with me. T-mobile refused to replace their phones and I am STILL paying for the insurance. Nothing but the run around from t-mobile. A "supervisor" calls me and tries to strong arm me into buying additional phones. Talks over me. YELLS at me. Doesn't listen to what I am saying. The t-mobile app (worthless) shows not the boys' original phones, or even what they have now, but something different entirely. And somehow all of this is my fault. This is ridiculous. They tell me I have been with them for over 12 years. I think it is time to take the free phones from Verizon and move on. Cannot get anyone to actually listen and offer assistance. The chat is ridiculous. It takes forever for anyone to answer and they must be watching tv or answering fifteen different people given the time it takes for follow-up answers. Fine, you've outsourced your customer service to India, but have at least one person in the states that I can talk to…horrible experience
Pay for insurance on all of my phones. Dumb idea. Insurance means nothing and I've paid for phones several times over for nothing. Two of my sons go to get phones fixed through insurance at the local store. Separate incidents at separate times. They are told there is nothing that can be done. They get cheap replacements and move on. Topic finally comes up months later as they do not live at home with me. T-mobile refused to replace their phones and I am STILL paying for the insurance. Nothing but the run around from t-mobile. A "supervisor" calls me and tries to strong arm me into buying additional phones. Talks over me. YELLS at me. Doesn't listen to what I am saying. The t-mobile app (worthless) shows not the boys' original phones, or even what they have now, but something different entirely. And somehow all of this is my fault. This is ridiculous. They tell me I have been with them for over 12 years. I think it is time to take the free phones from Verizon and move on. Cannot get anyone to actually listen and offer assistance.