Worst customer service

I've been a T-Mobile customer for exactly 19 years - that's almost 2 whole decades! Usually I don't ask for much and perhaps that's the reason I've lasted this long with them.

In August 2023 I purchased an iPhone 14 pro max from Walmart and returned it to the same point of sale immediately for a full refund of the deposit that I had paid after I discovered that the salesgirl had provided false information about a promo. Therefore this meant that the device was no longer in my possession.

However T-Mobile had put an installment plan on my account. From then on I started seeing new charges on my bill. So I reached out to T-Mobile via chat and explained my situation. At first I thought they were very understanding because for that first month the extra charges were removed and I  paid my regular bill. To my surprise the next statement showed the same extra charges. The device was still on my account. 

So I reached out to T-Mobile again and was advised to go back to Walmart because apparently the device was not "returned properly". I went back to Walmart, they checked and confirmed that yes, I  did return the phone. I thought that this satisfied everything. How wrong I was! Infact the customer rep wanted me to "just pay for it and then follow up for a refund later". Pay for a phone that I don't have or use??? So they removed the extra charge yet again. Meanwhile the phone was still under installment plan in my account. 

After seeing the charges again the following billing period, I reached out again and they sent me back to the point of sale. I made another trip and the Walmart manager made a call to T-Mobile and confirmed to them via phone conversation that I did indeed return that phone. So again I mistakenly think that we're done. 

The following month again I'm told the same thing. This time this is what I messaged the T-Mobile customer rep

Here's my concern: I have visited the point of sale several times, and in those times, the manager of the store talked to T-Mobile on phone while I was there and I was informed that the handset is with T-Mobile so that is why I'm wondering why it has taken too long to fix this. How many times should I go back to the point of sale? When I do go back, what additional step should I perform aside from what I have done several times before?

They had no answer for me.

Very frustrating! From August 2023 until May 2024 when my problem was addressed professionally by T-Force. Had I known about T-Force before I would never have wasted my time and energy with the incompetent unprofessional customer service reps. For my 19 years of being a loyal client; never been late with my payments I expect better customer service.

VERY DISAPPOINTED with customer service ! I cancelled my account and after being canceled they over charged my account more than what my original bill was . They promised to have that amount refunded back to my account and two weeks later nothing has been refunded ended up calling back just for a lead Jane to tell me that they can’t refund back the amount they promised and that she’s sorry if wrong information was provided to me ! I asked for the recording of the last call to match what I’m saying and she said that it can’t be possible and nothing can be done but refund me half of what I was told 

You ain't lying 

Do you people even read these messages?

Tmobil  customer service is legendarily bad. You guys are losing over a million customers every year and you customer service is actually getting worse. The service is pretty but why would anyone want to do business with a company that treats their customers so badly? The cell service is very good. The home internet is an excellent product but Good Lord, the customer is atrocious.  I have literally been lied to by your associates and supervisors, promised callbacks that never came, and generally treated very poorly. I have no desire to do business with a company that steals from their customers. I don’t expect anything to change but I just wanted to let you know why I will be canceling my service.

Merry Christmas

Dear T-Mobile Customer Care,

I am writing this letter to express my extreme disappointment and frustration with the level of customer service I have received from T-Mobile recently. As a loyal customer of your company for the past 9 years, I expected a certain standard of assistance and respect that has unfortunately been sorely lacking in my recent interactions.

On 8.07.2023, I called your customer service hotline regarding an issue with my already paid for Iphone 14 max pro that was mailed to UPS from your T Mobile facility in Louisville, KY. During the transporting process I received a notification that my package is delayed then an update message from UPS stating that my package is damaged, and the sender (T Mobile) will be notified.  The wait time to speak to a representative was unreasonably long, lasting over 45 minutes. Once I finally connected with a representative, I was met with an unprofessional and dismissive attitude. The representative appeared disinterested in my concerns and seemed to rush through the conversation without providing adequate solutions.

The solution was that my Iphone 14 max pro was going to be refunded between 7-10 business days and if I was to go to a T Mobile store, I would have to pay another x amount of dollars. I then asked the customer service rep why I must wait 7-10 business days to receive my money back for a phone that I purchased that was damaged during the sending process (that ultimately had nothing to do with me) and asked if I can go to a nearby T Mobile store and pick up a phone. The customer service rep then stated that the only solution was to wait 7-10 business days then repurchase the phone.

Furthermore, during the call, I asked to speak with a manager then I was transferred to multiple departments, each time being required to reiterate my issue and personal information. This not only wasted my time but also left me feeling frustrated and unheard. It is deeply concerning that your customer service system appears to lack the necessary coordination and communication between departments to efficiently resolve customer problems.

In addition to the poor phone experience, I attempted to reach out to T-Mobile through the online chat support on 8.05.2023. However, I was met with technical difficulties that prevented me from connecting to a representative altogether. This inability to access alternative support channels only added to my frustration and reinforced the perception that T-Mobile does not prioritize customer satisfaction.

I am truly disappointed by the lack of professionalism, efficiency, and empathy displayed by your customer service team. It is disheartening to see such a decline in the quality of service that I have come to expect from T-Mobile over the years. As a loyal customer, I believe that I deserve better treatment and a timelier resolution to my issues that are still not resolved.

I trust that you take this matter seriously and take immediate steps to rectify the shortcomings in your customer service system. I value the services T-Mobile offers, but unless these issues are addressed promptly and effectively, I am left with no choice but to reconsider my continued patronage.

Sincerely,

Jake Gutierrez

Customer support seems to only be provided by a third party company located within the Philippines. 

Although they attempt to be helpful and kind, they are completely unable to function or have any latitude beyond T-Mobile policy. They are incapable of forwarding calls directly to T-mobile or have any authority. 

I feel, at half the price, Mint Mobile may become a great alternative. 

Verizon and Sprint did the same to me after I ported since I'm no longer a customer.