Hi Guys,
So my credit union - Randolph Brooks Federal Credit Union just issued everyone the new contactless Mastercard. They work the same as a regular card except these cards have an RFID chip in them so that they can be scanned by an RF device with no contact. I personally don't like the technology and don’t believe it to be secure, but that’s not the point of discussion. I went to go and update my payment information at prepaid.t-mobile.com, and as soon as I entered in the new card number , the “system” flags it as an invalid card number. Well obviously it is not, as it works quite well at other vendors like ebay, amazon, etc.
I called prepaid support and got the run around. Prepaid support are clueless. They have no ability to solve any issues that are out of their small sphere of influence and nobody to call when they can’t solve the problem. They’re not even in the USA. The answer I get is that the “System” flagged it as invalid and there is nothing that can be done about it.
Let’s talk about this “System” for a minute. It seems that T-Mobile are totally reliant on some entity called the “System” and whenever something goes wrong it’s always blamed on the “System”. The “System” is the scapegoat for ignorance and inability to solve problems. What we’re dealing with here is an poorly trained (if at all), ignorant, incompetent, unqualified staff of support people. They have a script and if your problem isn’t part of the script, then you’re out of luck. I kept asking the support lady “Who do we contact to solve this?” and she didn’t have a clue how to solve it. Eventually we had a conference call with my credit union and that solved nothing, because the credit union shows and confirmed that the card IS valid and the t-mobile support person kept insisting that it wasn’t. Eventually the t-mobile support person hung up on us (probably out of frustration for not being able to do anything about it). That was a waste of several hours and solved nothing.
So here we go again. Last year it was the porting numbers fiasco that took a month to solve and now we can’t even pay our bill with a Mastercard from a very large US Credit Union. So, how do we solve this T-Mobile? How many days/months will this take to fix? I have a bill due in 3 days, and if you would like to get paid, then fix your billing “System” and stop making excuses for very poor customer service.
Wholeheartedly,
Trevor Jacobs
