Poor Customer Service


Hello,

I would like to see an improvement in the Custer care being given by T Mobile representatives over the phone. Every time I call I am given conflicting information. An representative may tell me if you suspend your line you won't accumulate charges. Then when I get a bill another representative will tell me I was orginally misinformed. A small amount of above and beyond to find solutions. A large amount of representatives do not. Today I was on the phone with a supervisor Henry (employee number 12471686) and he continued to inform me that their was no way he could continue to accommodate me as the prior representative was because what she did was incorrect. He did not agree with the credit that the previous representative placed on the account. (She gave me a credit, restored my line, and was allowing an arrangement for the balance.) She siding realize I could not make the arrangemen myself online. So I called back. Henry didn't agree with her decision so he refused to try or give an effort to complete the accomidation of an arrangement for the balance. He kept referring to "what my financial situation would allow" which is very rude. In the past few months I dont feel wanted or cared for by the representatives. I do want sympathy. I want respect and good customer service. I hope this is seen by someone who can make the needed changes. Thanks


14 replies

Userlevel 5
Badge +8

now that you posted your personal phone number on a fully public forum you shouldnt have ANY problems getting calls from random people

I'm an established T-Mobile customer and longtime BlackBerry person and for the past variety of years I become using unlocked unbranded devices.  Even the BYOB devices did nicely on T-Mobile, and no issues with the iPhone now and some other gadgets reviews.  I wager this is why my first impulse is to suspect the network or something with the signal at your place given your description of the issues.

Userlevel 7
Badge +12

From my understanding regardless of carrier if you suspend WHILE a bill is being generated you will get a bill for what is already been completed as that billing cycle is completed.  The following bill will be delayed due to the suspension in effect.  They were both right and both wrong at the same time.

Userlevel 5

In addition to what @tidbits stated, I believe that the suspended line will still incur a fee of $10/month.

@e2k , that fees depends on the plan. Mine is at 20 per line. Now I feel that @magenta2116463 should have the fee waived as a one time good will ajd. Now as for payment arrangement that is a bit complex due to the fact it depends on a lot of factors; amount, age of dept, and installment plans. I know T-mobile has a way to break down your balance into monthy payments, but if you're paying of devices on IP, then you don't qualify.

After many years of being a T-Mobile customer, I was forced to look for a cheaper plan and was told I had the cheapest one available.  I am on a very limited budget and because I do not need anything beyond a phone occasionally (I am old and do not need any other services.....just a phone), I switched to Consumer Cellular several months ago.  Prior to switching I had one T-Mobile account that included 3 lines (line 1 at a fixed rate, line 2 at $5.00 and line 3 free).  Now on the phone today, after two hours plus, four representatives (could not understand the first one), and a lot of different and conflicting information; was told that because I cancelled by switching to another company and not advising them to also cancel the $5.00 line and the free line I have continued to be billed for them at an increased rate equal to my original cancelled  line!. They very kindly cancelled them today but was told that I am still going to have to pay two months of  useage.  Since I assumed these two add-on lines would be cancelled (and since they were not used at all), I did not call and cancel them separately (I only had one account for the three lines).  We are talking about approximately $100.00.....I do not know because was given 4-5 different amounts to pay my account in full by the four representatives.  I forgot to mention that I  went online today (prior to calling them on the phone to pay what I actually owe them), but because my account was suspended could not gain access. The only concession they made was to not bill me for the two lines for june-July!  I just want to be done with T-Mobile and hopefully will be soon, but just felt compelled to share my experience.

Hello Matthew Staneff,Callie Field,

For those reading this post it is important for them to know the executives behind the poor customer service you are all recieving.
Please contact the below listed persons concerning your experinence with T-Mobile customer service.

I am emailing you today to inform you of the experience I have with T-Mobile.
I was a 30+ year Verizon customer.
I transferred to T-Mobile with 3 lines for $90.00 including Netflix on us (Veteran Plan).
Shortly after switching we went for a road trip 5 minutes away from our house my wife informed me she had no service.
My wife returned to Verizon and my Aunt (3rd) line could not operate her phone because of her age.
I contacted customer service and was told they could give me a plan for $45.00 and included Netflix if I were to stay with T-Mobile.
Every month I have to call customer service to get the $45.00 honored and beg for the Netflix. They just take $5.00 each month.
This past time they tried to get me to settle for a lower plan that doesn't include data overseas or Netflix.
They insisted it was a miss-communication. I informed then that I know what I was promised.
I explained to them that was not what I was promised when I agreed to keep the service.
You surely can look up the records of my contact with customer support and see that I have tried in earnest.
I hope that we can get this resolved so that I can continue with T-Mobile.
Thank you, Jeff
(413) 531-5775

https://www.linkedin.com/in/matt-staneff-79b6551/

https://www.linkedin.com/in/calliefield/

From my seeing paying little mind to transporter in the event that you suspend WHILE a bill is being produced you will get a bill for what is as of now been finished as that charging cycle is finished. The accompanying bill will be postponed and website because of the suspension as a result. They were both right and both wrong simultaneously.

you people suck.

I typed the whole letter and you deleted it.

I AM SICK AND TIRED OF WAITING OVER AN HOUR FOR SERVICE

ENOUGH WITH CORONA - GET WITH THE PLAN AND GET YOUR ASS BACK TO WORK

THE REST OF US GOT TO WORK TO PAY YOU.

WHERE IS SOMEONE IN THE IVORY TOWER WITH THE COURAGE TO CALL ME INSTEAD OF HIDING ?

CALL 847-917-4870

DO YOU HAVE THE COURAGE? I BET NOT!!!

ALL YOU DO IS COLLECT YOUR PAYCHECK AND CUT YOUR VERY GOOD CUSTOMER SERVICE TO A SKELETON CREW    

Userlevel 7
Badge +13

This is a user to user forum with some Tmobile moderation but they don’t have account access.

 

 

 

YET NO ONE FROM TMOBILE IVORY TOWER GROUP HAS HAD THE COURAGE TO RESPOND OR CALL. 

Userlevel 7
Badge +13

Are you expecting someone from Tmobile on this forum from to call you?

Since you tagged on a 2 year old post they probably won’t see it.

YET NO ONE FROM TMOBILE IVORY TOWER GROUP HAS HAD THE COURAGE TO RESPOND OR CALL. 

 

From my seeing paying little mind to transporter in the event that you suspend WHILE a bill is being produced you will get a bill for what is as of now been finished as that charging cycle is finished. The accompanying bill will be postponed and website because of the suspension as a result. They were both right and both wrong simultaneously.

Yup, you are saying right. Thanks!

Badge +1

Not sure why you expect great things from tmobile. Its like going to the worst car dealer, and expecting you get a great car. Tmobile is litterally thr bottom of the barrel when it comes to phone companies. The only thing they got going for them is thier plan is 15 dollars cheaper than atnt and 40 cheaper than verizon. 

 

Thier 5g is garbage, thier 4g lte is garbage, thier 4g is garbage. Thier 5 g is the biggest scam ive ever seen, and it litrerally is worse than verizons 4g no not lte. 

 

Thier customer service is hit or miss, but generally miss. They just make stuff up as they see fit, but considering the huge lie about 5g what would you expect? Verizon eventually will sue tmobile, and it will get worse and worse till it goes out of business. 

 

Its only real service is keepimg the other 2 prices down, so basically all us tmobile customers are just a community dumpster pile that imsurance atnt and verizon customers have a lower bill. While we get garbage everything. 

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