Last Thursday, we had an excellent customer service rep spend extraordinary amounts of time with us to try to resolve three months of documented problems with my new OnePlus 8 phone and T-Mobile account. I was promised a replacement phone and the return of $195 paid for service that he agreed I never received; I was told to cancel my auto pays for a few months; and I was promised a call from the same representative today at 12:30 p.m. to walk us through the set-up of the new phone once it had arrived. (Several hours after that call on Thursday, I received a confusing follow-up voicemail from a different customer service rep that discussed “escalation” and seemed to throw doubt on the assurance that the $195 would be refunded.) Now, the replacement phone is here, the auto-pays are canceled, and the callback never came. There seems to be no way to TALK to anyone at T-Mobile now about what to do next, and I have appointments starting at 2 p.m. the rest of the day, so sitting in a customer service queue again is not an option. Suggestions?
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