T-Mobile Corporate Offices & Headquarters
John Legere, President and CEO
12920 SE 38th Street
Bellevue, WA 98006
CERTIFIED RECEIPT# 7009-3410-0001-7550-7377
"Horrified & Held Hostage by T-Mobile"
Dear Mr. Legere,
On March 10th, 2013, as my standard practice, I check my T-Mobile account via the internet. However, upon review of my bill I was stunned to discover an amount of $408.87!! That is when this horrid incident with T-mobiles customer service representative and store employees began!!
First, some back ground information; on Thursday, February 28th, 2013 I was victimized by thief of my cell phone. On Friday, March 1st, 2013, I visited T-Mobile store Owned and Operated by Wireless Vision Columbus, LLC 7704 and conducted transactions with Jason (store manager). During this visit, I purchased a blackberry cell phone, changed my rate plan and was promised a reduction in the migration fee on the account!
I am sure you can understand my shock or maybe not, that on Sunday, March 10th, 2013 upon reviewing of my account there is a bill of $408.87 which included a $200 migration fee. At approximately 12:40pm, I spoke with a customer service representative named Edward (whom I could not clearly understand due to his ascent) when I explain what was promised to me from store #7704 manager Jason. He put me on hold (did GOD only knows what) but returned to the phone stating that he notice that a reduction in the migration fee was to occur but he could not do it because the account notes were inadequate.
Edward stated that there was not enough information noted in the account and I must return to the store for the promised to be honored. Because I could not believe what I was hearing and thought maybe I was not clear, I requested to speak with a supervisor. I was place on hold again for approximately 6-minutes. Finally at approximately 12:59pm Supervisor Lester came to the phone and repeated, I must return to the store if I wanted the reduction in the migration fee!
Supervisor Lester spoke with me and his accent was no better than Edwards but we managed through the call. He repeated what Edward stated return to the store if I want the promised reduction in the migration fee!
I arrived at the store at approximately 2:03pm, I am sure you are aware that the stores have cameras thus this can be verified by checking the store cameras. I spoke with Justin Eastway (store clerk) about the lie customer service representative Edward then supervisor Lester had told me about the account notes were inadequate and the migration reduction could only be given by the store! Well, Justin went into the account and read all the information with the representatives name that authorized the reduction.
Now I am even more upset! When I inquire about Jason (store manager) I am informed he is off but should be in sometime Monday but unsure of the exact time. This upsets me more and I request a full-refund of the all items purchased in the store. Justin tells me well he would need to speak with Jason and proceeds to call him. I could only hear one side of the conversation which was-- she is upset and wants to return all items including the phone (which was paid in full).
Then Justin tells me the only compensation Jason could offer me was $20 for my inconvenience but the store does not bear any responsibility in customer service errors. I explained I do not care and I want a full refund! This is when the situation goes from a few minutes delay to 1-hour and 10 minutes detainment!! Justin calls back to Jason and states she wants a refund and I do not know how to do a refund..
After sitting and standing there in the store (which the cameras will show) for over 1-hour, several calls to Jason (who had promised to come into the store but NEVER appeared), another store representative (Brandon) started the refund process which Justin cancels and sends Brandon to take care of other customers, Justin eventually process the refund but its incorrect, again after 1-hour and10-minutes finally I receive my full-refund! Then I am released to leave with my funds and copies (which I had to request) of all documents!
This horrifying experience of being lied to by customer service, being held hostage by store# 7704 representative Justin at the request of store manager Jason, the additional expense of babysitting and finally being denied my family time is absolutely horrifying!! My family and I have been T-Mobile customers between 9-11 years and have spent on average for approximately 5-years $200 per month. This horrifying seizure/detainment was unnecessary and illegal! If this is how T-Mobile treats long term customers of 11-year then I am very terrified to experience treatment at 15 years! I can take my business to another company that will appreciate and respect my business and honor requests in a reasonable timely manner!
Considering this exploitation and hostile behavior, I am due compensation and an apology! Therefore, I am requesting that T-Mobile simply waive the monthly charges of $408.87, conduct an investigation, and provide me with an apology immediately! Please provide me with a written response by March 20th, 2013.
CC: Dave Miller, Chief Legal Officer and General Counsel
Mike Sievert, Chief Marketing Officer
I did not understand why he could not assist me! Even when I explained that I am a long time customer of T-Mobile and he should be able to contact the store and clear up the matter. Supervisor Lester told me NO! I must do it myself.
Please know, at this point, I am very frustrated because it is Sunday afternoon which is family time in my home. I have four children, two of which are toddlers; the others are teen-agers who have commitments for school thus could not babysit. Therefore, I had to locate a babysitter and drive approximately 30 minute from my home back to T-Mobile Store #7704 .This is when the situation goes from bad to absolutely horrifying - I was held captive in store# 7704 for approximately 1-hour and 10-minutes!!