How to file a complain if hand research team takes over a month to complete invistagation on two lost phones?
It’s been over a month since we have filed a claim that the two phones that we ordered were not delivered and the hand research team still have our claim in queue!! We have spoken to supervisors many times, they all say that should only take a weekand they promise that they will get this resolved forus butthe claim doesn’t go anywhere. we have lost trust in tech support and would like to know how to file a complain.
Phone upgrade issue
On May 2 I went to retail store to upgrade 2 phones on the account. Rep didn't see anything available for a one military plan and called RSA support and was given a P739 promotion code which gave a 50% discount over 24 months. He hade the conversation on speaker the whole time so i heard the whole conversation.I do the deal and we rest my old phones to factory setting wiping them clean (old galaxy phones) and they keep old phones for trade. I notice on my account thenotice that the 2 trade in devices are still due. I call customer service they say they have not been received they need proof. I go to store manager provides proof of shipping and then verifies they are at the warehouse. Call cust care oh yea we have them but they have security locks on them and have to tell them again no phones were factory reset prior to shipping. cust care says just a min let mecheck then hangs up or we get disconnected after 10 min. She calls back and states ok phones are fine and bill will be adjusted next month and i ask what will the amount be and am put on hold the disconnected. I call back after 15 mins and get another rep go through whole issue and sorry sorry sorry I will get this fixed in the end she says yes I'm eligible but I need to go back to retail store and they have to apply P739 code. Go back to store with original sales guy and he calls RSA and they say it can't be applied!!!! Store recommends calling care again. I do and this time am told that I'm not eligible for that promotion code. Why would I trade in and ship phones that worked for a promotion I wasn't eligible for. They send me back to the retail store.. I'm in an endless loop of no customer support HELP!!!Do you feel scammed by tmobile business?
Ok I'm going to be as detailed as possible so I can see if anyone out there is having the same issue or can potentially help me resolve mine. On March 3rd 2024 I made a decision to open a T-Mobile business account for my non-profit organization. I'm a Gold Star Child which means I've lost a parent to the military & I mention that because it's the reason I even was interested in doing business with T-Mobile. Many Gold Star organizations sing the companies praises & they also offer us a discount which is something I appreciate even after my less than ideal experience. It was on the 4th that I went into a physical location in Iowa. The staff there & myself sat there for 3 hours sorting out the details. But at the very end their system in store malfunctioned & they were unable to take any payments. They told me to come in the day after next. On the 6th I went in again & again we sat for a few hours. Only to be hit again with a roadblock that required someone with more authority to help get approval. After listening to the staff complain they were scared to call their supervisor I said I'd talk to him if they weren't so inclined. When he got on the line I explained my frustrations & he asked me for patience. Told me he'd be there the following day & he could help me then. 7th came, he wasn't there. Although I had been hesitant to do something over the phone I had just about had it with the store experience so I asked for the number to the business department & tried there. All went well over the phone & via email so on the 8th I paid a $700 deposit. Thenwent ahead & cancelled my existing cell service with another company.AsI was assured by the business specialist that my new phones would be shipped overnight. Delays with shipping postponed the arrival of the new devices until the 11th but I patiently waited & made do without a phone for a few days. Working around it the best I could. On the 11th I eagerly awaited as the tracker had the phones in my town. It was very exciting! Until 2 hours before they were set to be delivered I got a message saying T-Mobile had cancelled the delivery & requested a return. When I contacted my business specialist they were shocked & told me it was certainly a mistake. It wasn't. T-Mobile wanted more documents for verification which is fine with me, I just wish they had asked prior to them reversing the delivery. So I emailed a very specific email they gave me with what they asked for. Customer support said on a call that they would have an answer for me that evening. They didn't. By the 13th I was done with this goose chase. No one had contacted me by phone or email & no one had any answers for me so I gave up. Requested a refund & was told it would be back in my account within 2 weeks. That would have been a dream! After 2 weeks I checked in, nothing. After a month, nothing. Then almost 2 months later I got a bill in the mail saying I owed T-Mobile money for the account they cancelled & I had already been told I was being issued a refund for! So I called furious & demanded to know when I would get my money back. Instead of giving me a direct time frame or date the customer service representative told me the process. She said the phones had to be returned by the delivery companythen inspected by their people. After which point they would schedule me for a refund roughly 6 weeks after that. When I explained how I never even touched the phones & how there would be nothing to inspect because they never crossed my path so any damage would have been on the delivery company.I was told there was nothing anyone could do. As upsetting & unfair as that was I was even willing to roll with that until… A second bill with later fees now tacked on showed up. Additionally the phone still seems to be stuck in shipping limbo. T-Mobile says the might have it but they're not sure, the delivery company says it's still being returned & I'm still stuck without my money! At this point it's not even just the original $700 loss that I've had to carry. I've got the fees for cutting my old plan, fees for reinstating it, the travel cost, bank fees, time lost & stress gained all because I thought T-Mobile was good people. I feel like I got played. Ayuda.
Tmobile over promise and cant keep it.
On May 16th, I inquired about a promo for an iPhone without changing my plan. I believe I spoke to Mcalvin. He informed me there was a promo for a free iPhone 15 for adding a line without changing my plan. I even asked him multiple times if there was a catch with the promo, and he specifically told me the only requirement was to add a line, with no need to change my plan. I told him I would call back the next day because I wanted to decide on the color of the iPhone I wanted to buy. On May 17th, I called to buy the iPhone and spoke to Dem. She informed me that she couldn't fulfill the request as she couldn't find the promo. However, she assured me that T-Mobile would honor the promise Mcalvin made on May 16th, as she heard the conversation I had with him. She promised to call me back the next day on May 18th, and even said she would personally call me back after 11 am Chicago time. On May 18th, I was waiting for a call back from Dem at T-Mobile, but unfortunately, nobody called me back. Later that day, I decided to call T-Mobile and spoke to Iza. After our conversation, she listened to my conversation with the first agent, Mcalvin. She confirmed that she clearly heard Mcalvin tell me about the free iPhone by adding a line without changing the plan. Dem said that T-Mobile would honor the promise he made to me. However, because she was not the one who made the promo on May 16th, she made an appointment with Mcalvin for Monday after 6 pm Chicago time. On May 19th, nobody called me. I called T-Mobile again and spoke to Gladys. I explained what was happening, and after a few minutes, she told me she couldn't help me because there was no promo. I requested to speak to a supervisor. After waiting for over 20 minutes, he finally answered me. The name of the supervisor is Charlie. He told me that he couldn't help me and he couldn't override the system. I requested to speak to someone higher up who could override the systems. He told me he was the highest position in the department and nobody could help me. I told him every company has higher-ups. I asked for the email of his boss, and he told me their boss doesn't have a company email. I know that's a lie because everybody, especially in a multinational company, has a company email. I mentioned to him that the conversation I had with him was recorded by T-Mobile. He rudely hung up on me. What kind of supervisor is he? He should not be a supervisor if he can't handle situations and the only option is to hang up on customers. I called T-Mobile again and spoke to PJ. She was more respectful and understood my situation. She tried to calm me down and find a solution. She claimed that she would request an investigation at my request, and I should wait 2 to 3 days for a call back. I just want to give a shout out to PJ; she should be the supervisor and not Charlie, who can't handle situations. He should be retrained as a supervisor. All I wanted is for T-Mobile to honor the promise Mcalvin made to me on May 16th. If you truly care about your customers, you should investigate and listen to my conversations I had since May 16th and honor what I was promised about the promo.
I am starting to think you can't teach old dogs new tricks...First order/account vanished
To keep this short, I am .. no wait- I was born sometime prior to 1960, technology and I haven't been the two peas in a pod that I would have liked to be- My daughter on the other hand, has been glued to a computer screen for as long as it used to take dial up to connect each session. She preloaded my hand me down (from her of course) ipad and laptop with all this information that basically, each form I fill out, I just click and select the saved answer. I wanted to do something nice for her as she has been struggling with her cell phone company insurance company, so I gave her my phone, I was going to try out a brand new iphone. I filled out my application, was approved for a generous 0.00 down, only had to pay 137 and sign a lease and even spoiled myself with next day delivery. The money was taken out of my account and is no longer pending, it went through. The email I know I typed in , is not validated in their system. I received the page that said congratulations on the order, w/e received the order, something like that- but never thought to save or print that page. Tmobile will not help me look anything up! I know its unhelpful that I have no order number, nor email I signed up with- But i have my bank receipt showing funds were paid-can that not count for something? No order arrived and its been four days. Has this happened to anyone else? Am I simply screwed?
having trouble getting into contact with someone that can helo me
So I bought a new 15 pro max and I still have not received it. I bought it Nov 2nd, they were unable to deliver so eventually was sent back by UPS, the last update I have was that delivery was "rescheduled" Nov 9 at 10pm. I have not had any single update since then. UPS told me I have to contact T-mobile for further action. everytime I call customer service (t-mobile) all I'm being told is they "will open a ticket" and that I'll receive an email it's about to be 2 months and still have not heard anything from them. Everytime I call it is the same thing. I am so exhausted they are charging my line for a phone that I never received and they do not seem to care at all. Should I pursue legal action? I literally have tried contacting them through chat and on the phone and nothing has been resolved AT ALL.
