SAY NO TO T MOBILE

Hello Everyone,

                We have an account with 4 lines with t mobile under simple choice North America plan for almost 5 years. Let me share the three experiences with you with t mobile and please suggest me what I can do in this scenarios.

                Scenario: 1:

                                The primary account holder (let say 😵 for my account want to move from the line. We made a call to customer care and requested them can you make another person on the account (let say Y) and the primary account holder and give all the responsibilities to him. Then the customer care made all the changes and they mentioned you are good and there will be nothing linked to X for any case.

After calling 5 times and wasting time for almost 4-6 hours we got the above conversation and result.

                Scenario: 2:

                                Now after we changed the primary account holder of account to Y. After one month we want to add the line on my account. I think we went to store and called customer care for almost many times and they mentioned sorry you cannot have the access to add this line as the account holder is Y. They asked my friend not use the mobile for almost 2-3 days as the t mobile systems are so fast and accurate. After going through lot pain and struggles somehow we got through this issue and line got added.

They asked me to buy the sim and they did lot of process. I think I ended up paying almost $ 120 approx. from my pocket and the monthly bill has raised to 40$ for consecutive 3 months. I think this time I called customer care for almost 16 times and for almost 20 hours. Thanks for t mobile for their loyalty to a customer who has been with them for almost 5 years.

Scenario: 3:

                After one month one my friend in my line has decided to go on business trip to INDIA. Before going to INDIA, he made a call to customer care and asked whether” he can use this service in INDIA?” The t mobile customer service has replied “we are the best in network coverage and we have coverage in almost 70+ countries and in which INDIA is also there. You can enjoy the trip. “As we did not believe in T mobile for the first time from different experiences we made a call again and asked then also mentioned the same.

He went to INDIA and he see no service on the mobile. We work in IT and all our work laptops needs the authorization code to log in. We always register our phone number to get the pin codes. As he don’t have the signal he is not receiving the pin and he not able to work. So he made a call to me, the primary account holder, Y, can you check with them? I told ok I will talk to them and get it sorted.

Now I made a call to customer care, and explained the situation.

Customer care: we can change this plan and we get his service

Me: ok can you do it for me now.

Customer care: Sure. Let me keep you on hold while I am working silently on this.

Me: Absolutely take your time.

I will be kept hold for more than one hour and say hello … hello... And no one replies. I have to end the call and call again.

Here comes the funny part. There will be wait time to get the customer care and instead we can use the automated service which they call back in 5 minutes. They never calls me back in 5 minutes they take at least 1 hour. You get a call back and they speak in Spanish which I have no knowledge of it. After doing lot of research I came to know we have to press 1 to answer that call. Now the new customer care person gets assigned he again asks how I can help you. If t mobile records the messages and Write the memos of what we spoke with the customer service agents why can’t they refer to previous conversation.  Any ways I started explaining again as my friend need the service ASAP.  After listening all this they will say sorry we deeply regret and hard time we have given to you. He says the solution which doesn’t even match with the solution given by the previous agent. Ok can you do it for me again he told can I keep you on hold for 5 mints while I am working on it. That’s it I am on hold for again one hour and the same story repeat again. Trust me this happened 7-8 times and every time they gave me a different solution and they made me to wait for almost 7-8 hours on hold wasting my time and my friend time.

Finally I think there is a person who called me from leadership and he asked what is going on with the account. I explained all he above things and I asked one thing can you please help my friend to get his service back? He explained me some steps that the process of making the primary account holder is not smooth.

So you have to make the call with the previous primary account holder X and me Y and customer care they will send one time pin to you. They will take the approval from the primary account holder X and once done, we will run a credit check against you Y then the account will be moved from no credit prepaid to credit postpaid and you can enjoy the services. I asked him it will smooth process and he mentioned it should not take more than 1 hour.

Now I got hold of previous primary account holder, me and customer care we did this process and the agent transferred me to another person. He told my SSN and ran the credit check. We are on the same page that the Simple choice North America plan is being moved to Magenta plan which is monthly bill of 160$ with postpaid credit account and with global service to all over lines. He told the credit check is approved and he transferred me to another agent to do activation process. Now the agent at the activation process asked me can you give me a minute while I am working in silent. He kept me on hold for almost for 2 hours and did not hear back. I ended the call the call and made the call again. They ask me the whole story again and I explained everything. After I explained they say the word can I keep you on hold for a while to do little research? That’s it I am again on hold for another 1 hour and story starts again. After doing this for 3-4 finally I got hold of one agent. She mentioned it is under review with higher officials and it will take time for almost 24-48 hours. I requested what about my friend. They all reply “sorry sir this is the process and system will not allow to do it?” As it became 2:00 am at night, I asked them can they check and let me know in the morning what is going on. Now when I woke up I see different plan on the account all together. I again made a call to the customer care next morning and told very harshly, as t mobile deserves after doing all this, what is going on with this account.

Out of now where they again asks me we have to run your credit check and need the previous primary account holder approval. You already ran the credit check on my account. No sir we need to run and that is only the option we have.

Trust me with in less than 30 hours in which 7-8 hours of my sleep I made the calls to customer care for almost 31 times and was in call with them for almost 14-16 hours. Thanks to t mobile for treating me like this. After reading all this everyone has the question why are you still with t mobile. As my friend is in INDIA and I am in USA I cannot send the new sim from different carrier and t mobile is only option and the t mobile has taken advantage to it max. Some agents even don’t know how to speak and treat the customer. We made out mind clear once he is back from India we are changing to another carrier. We have 5 account with 4-5 each on it will be moved to another carrier as well. Is there anything I can file a complaint or proceed legally in this matter that happened with me and customer care?

Why only concern is please let me know what I have to do to get the service to the person in the INDIA