• Report: #1132252

Complaint Review: T-Mobile

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  • Submitted: Thu, March 20, 2014
  • Updated: Thu, March 20, 2014

  • Reported By: CAngel — Rio Nido California
T-Mobile
Albuquerque, New Mexico USA

T-Mobile Deceptive advertising, horrible customer service. Albuquerque New Mexico

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I am writing today to express my frustration with my T-Mobile experience. I was really excited to switch in my old phone and service(credo) and switch to T-Mobile and have my own account. It all went well at first in the store but as i tried to get it activated, it was one headache after another, taking three days to get the issue resolved and once it did guess what? I don’t get service in my part og Guerneville, CA. After dealing with that whole process of getting my phone activated, the last thing i wanted to do was return my phone and go through the whole process again and switch back, so i found a workaround using google voice, fine i say. Its not ideal but it will do, my calls are forwarded to my phone through wifi, which works most of the time. I’m worried if there was an accident, i might not be able to call 911 but we have a house phone so it shouldn’t be a problem except if we lose power, which we do a lot. [continued below]....

..... Well two months later and i checked my ETF, i submitted it over a month ago, i look at it and its for $55, when at the very least it should have been at least $105, that was the service charge before taxes. I call today to the phone number listed on your website. I got through to a representitve and switched me to the automated phone number. YOU CANT ACCESS ANYTHING USEFUL THERE! All i could do was check the status which i already know. I call back and they try again, but i stop them before they can switch me to the automated line. They switch me to to loyalty i believe and offered me a $50 credit towards my account. This is unacceptable, i wanted the full ETF sent to me or the balance in card form. I have other bills besides T-Mobile and its my right as a customer to get those, they shouldn’t be offered if you can’t hold up your part of the bargain. I tell them this and they won’t do it and i talk to a manager in the loyalty dept. and at this point, i just want to cancel my policy but he tries his hardest to keep me as a customer, offering over credit and sending back the rest as overpayment, i don’t want this and it isn’t my problem and his phone cut out right in the middle of him talking(kinda ironic), i call back once again going through the whole process and they with me to loyalty and the representative is literally laughing on the other line, it was extremely inappropriate, i have a real issue and your going to laugh at me before i even can say anything. This is literally the worse customer service i have ever had, every single interaction i have had with T-Mobile has left me more frustrated and confused then before. I finally reached a loyalty manager again, and we talked and i wanted to leave T-Mobile, she suggested i get prepaid, what the f***, i want to cancel my policy and recoup as much money that i’ve wasted through T-Mobile. I am extremely disappointed by your False advertising, offering to pay full ETF, when in fact you are only send me half, i was sold a phone with no coverage where i live and your customer service is a joke, i have had better customer service from represenetives from India, whose second language is english and better communicate then the staff you appear to have working for you. In the end the manager credited my account for $160 and asked to send in my iPhone. I’m still confused and just want to be taken seriously. I hope your working on training and better customer service because in all honesty i want to have service through T_mobile, its the lack off support and understanding of basic customer service etiquette that urgently needs to be improved, any help or clarity would be greatly appreciated. I will be contacting the BBB, and any consumer advocacy groups i can find to help resolve these issues. Feel free to reach me, email is best since i don’t have reception!


This report was posted on Ripoff Report on 03/20/2014 02:53 PM and is a permanent record located here: http://www.ripoffreport.com/r/T-Mobile/Albuquerque-New-Mexico/T-Mobile-Deceptive-advertising-horrible-customer-service-Albuquerque-New-Mexico-1132252. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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