Please forward this complaint to the correct department.
My son had issue with his cell phone and needed a new one while he was at college. After we struggled through the process and finally just ordered him a phone from T-Mobile online, I was informed all I needed to do was provide him full access to my account. I logged onto My T-Mobile and change his and all other users on my account access to full access.
Today, another person on my account had issues with a phone. They went to T-Mobile store and were told they could not do anything because they were not an authorized user. Why can I not authorize a user on My T-Mobile? When I asked customer service, I was given a line about protecting my security. Here is the truth. Having a person call in and give information over a phone to a rep is not more secure than me using the internet. In fact, it is less because someone at your company now knows my business.
I should be able to manage all aspect of my account through my T-Mobile. If I cannot, what is the purpose for having the various access levels listed. Able to do somethings via the web and then making me call in for others is not more secure and is not beneficial to the customer. A person could just as easily fraud your representative as they can a web site.
Finally, I was informed by the rep that the only way to provide feedback is to email the CEO. She offered to provide the email address, I asked if it was on the website. The rep said the email contact was on the website. I just looked all over both the T-Mobile site and the My T-Mobile site. There is no simple way to provide feedback/complaints and the CEO email address is not listed. I tried to start a chat to get this information. After 10 minutes of waiting for an initial response on chat, I hung up. Not a good night for T-Mobile service.