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Report: #1351584

Complaint Review: Tmobile - Nationwide

  • Submitted:
  • Updated:
  • Reported By: Santos — sylmar California USA
  • Author Confirmed What's this?
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  • Tmobile Nationwide USA

Tmobile payed for a phone in full, phone got lost in the mail and Tmobile wont replace the phone and wont give me a refund!!!!!! Sylmar california

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This Report is regarding T-mobile Order Number: 232491790 for (1) Apple Iphone 7- jet Black- 128gb  

Ordered Placed on 11-28-2016 at 2:55pm (cyber Monday Deal) 

 

on 12/03/2016  at 9:38pm

I tracked my order using tracking # 1Z3V891R1238689725 and order was on its way.  

on 12/07/2016 at 8:49 pm

Tmobile Confirms delivery of order.  But Order was not delivered at my home... since it has happened before in which orders are claimed to be delivered one day but arrive sometimes up to two days later, I decided to give it a couple more days.

on 12/09/2016 

I called T-mobile to notify them that my orderd showed delivered but we never received it.   A gentleman By the name of Gerardo informed me that they will begin an investigation lasting 5 to 6 days and then send me a replacement.  

On 12/19/2016 at 8:50am 

I called Representative Nate employee #74267- said: Investigations are taking 13 days because of the holidays. He procedeed to fill out a form Id 06809422 to replace the order.  said he will call me back on 12/22/2016 or 12/23/2016 to inform me of my order status.  HE NEVER CALLED!!

on 12/28/2016 10:38pm 

Representative Eduardo emp # 241524- informed me that the money was reimbursed to my card and that the phone was recovered.  said money was reinbursed on 12/20 and to please give it time to process and call back on 01/03/2017 to place a new order (same phone and next day service at no extra charge)

on 01/03/2017 at 9:50am 

I called and representative Armando emp # 274618 picked up.  I immediately asked him to transfer me to a supervisor due to my experience with previous representatives. at 10:05 I was transfered to supervisor Jose Arteaga emp # 239259.  I explained my situation and the struggle to either get a replacement phone or my money back.. He the says to me that the money cannot be reinbursed because they do not have the phone returned and will not send another until they revored it.  I told him that on 12/28 Eduardo informed me that they had the phone! This supervisor proceeds to say "we dont".  I asked him what will happen if they dont find the phone and he couldnt answer my quuestion... just said, "we have to wait to recover the phone then we wil reinburse your money.  I once again asked him what will happen if they dont recover the phone and he said rudely, "I already told you! I asked him to repeat the answer for me and he said the same thing.. "we have to recover the phone and then we will reinburse you. Then he says, " oh this order was an internet order! you are talkin to the wrong department, let me transfer you to the right one.  Jose then transfers me to representative Taleah emp #3803092 I once again explained my situation to her and then she transfers me to representative Asia emp #4056 who will better serve me with this issue.  It is now 10:33am and I have been on the phone for 43 minutes with no where close to being helped.  Asia proceeds to tell me she is sorry for all that has been happening and tells me thast she has just confirmed that the Iphone was returned to Tmobile and that they will refund my money by monday 01/09/2017 and that they will call me back to make a new order.  

on 01/09/2017 at 10:55am 

I call them:  representative Luis emp #1760079 picks up and I AGAIN have to explain this treturous situation... he was not able to help me and at 11:13am he transfered me to Carlos emp #20143197.  another person to hear my story.. said he was  sorry and claimed that the money was already reinbursed on 12/20 and that possibly order form id 06809422 was the wrong form filled out and that he will fill out the right one.  I asked him for the number of the new form and he said he didnt have a number yet but to not worry, he was going to fix everything.

 

on 01/13/2017 at 9:45

I called and Jennifer emp #278768 hung up on me claiming that the connection was bad and she could not hear me..at

so extremely frustrated and on the verge of a nervous breakdown, I call my friend Rodney Jackson and ask him to help me call them. He agrees to help me and we got to speak to Mel emp #81323 explain everything to him and he agreed with us that this situation was ridiculous.  Said he will fix this and will send me the Iphone today. He just needed to get an authorization.  said he will call us back in 2 to 3 hours.  He called my friend Rodney Jackson around 1 to 2pm and told him that they were allowing the investigation team rap up in no more than 3 days and then the order of the Iphone will be processed.

on 01/20/2017 at 11:01am

representative Jacky emp #205143 was not able to help me and she transfererd me to representative Jack emp #330332 but he could not help us so once again he transfered us to a third representative Raquel emp #50328 from DEALING DEPARTMENT.  After 20 minutes of waiting for her we noticed she had hung up on us...  at this point my nerves are shooting the roof and my friend Rodney is so frustrated that he suggests we call a tmobile store located in Sylmar California at Glenoaks and Hubbard.  We spoke to the store supervisor Richard, asked if he could help us and he got very defenssive and kept interrupting my story.  Finally he listened to what we had to say and says to us "if the money is not reinbursed and the iphone not delivered, if you come personally, i can give you an Iphone to replace the order not delivered.

 

on 01/23/2017 at 11:00am

I went to the Tmobile store located in Sylmar off of Glenoaks and Hubbard.  Retail store manager Richard emp #41004 listened to us and he called Care Representative Christopher K emp #1227204.  Richard then made an update on the situation but did not give me a replacement eventhough they recognize and take full responsability for the mistakes made in handling my case... 

I am a loyal customer who has never made a late payment even after this company took my money  $715.48 to be exact, and has yet to give me the product I paid for... I cant believe they still have the audacity to not issue me a new phone or give me my money back as soon as now.  

It is necessary that Tmobile re-trains all of the mentioned employees and all those others that were poorly trained in customer service skills.  major training is also neeed  in how to deal with issues such as mine so that their loyal customer doesnt end up speaking to 40 representatives before getting an answer that who knows will solve the problem...my money is still not in the bank nor the phone in my hands! This is theft

 

 

 

This report was posted on Ripoff Report on 01/23/2017 08:26 PM and is a permanent record located here: https://www.ripoffreport.com/reports/tmobile/nationwide/tmobile-payed-for-a-phone-in-full-phone-got-lost-in-the-mail-and-tmobile-wont-replace-th-1351584. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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