Resolution: Thanks for the Memories T-Mobile

I have a new phone, and a new carrier. 

After spending several days engaged with T-Mobile’s customer support ( though I hardly think they qualify as support), several Twitter nudgings trying to get them to actually answer my messages, and a metric fuck ton of annoyance I thought we had reached some sort of resolution to the clusterfuck that T-Mobile had caused. 

When they asked me what I wanted, I broke down my requirements line by line and gave them a reason for each one. In the end all I asked for was $100 off my bill, and for them to change my plan to the correct plan to correct their screw ups that had jumped by, wait for it… $100. Simply put, I only asked for them to let me pay my normal bill amount. After all, I had been with T-Mobile for eight months and always made my payments either on time, or ahead of time. I had my eye on a new iPad Pro in May or June when I was able to finance without paying 3/4 of the sales price down. It was a nice dream. 

At first, the customer support ignored my message after asking me what I wanted, this went on for over a day which annoyed me to say the least. Finally when they answered, they were willing to “comp” me $75, this was after they had passed me off on no less than five different people. They refused to change my plan until the next billing period, and ignored everything else that I had taken the time to thoughtfully address in my response to their question. 

One thing I hate above all else is to be ignored, especially so when I’ve taken the time to sit down and write out a detailed response to a question asked of me. That shows me that whoever asked me the question in the first place doesn’t value nor want an answer from me, so why bother to waste my time by asking in the first place by asking. 

I realized at this point T-Mobile has perhaps the worst attempt at customer retention known to modern consumer looking to purchase and keep cellular service. Even Verizon Wireless, who ran background data constantly on my phones to up the amount I used and throw me into overages every month had better resolution policies in place when it came to addressing a customer grievance.

Once more I was passed off to another “agent” who was now so graciously going to credit my account an extra$25.00. So they were trying to make me feel like they were going above and beyond by first refusing what I asked of them and then giving in a little more to still fall short of meeting my requests. While this was highly annoying, and insulting it wasn’t the end of the issue. 

While I had been trying to work out this billing issue and the plan change, my wife had been speaking with someone within T-Mobile about being charged for Google Play purchases through T-Mobile, when they had been already paid for via credit card. Even the staff at Google confirmed this and she was told that she would be refunded the amount already paid. This never happened, and still has not happened. 

To make matters worse, the morning following the so-called resolution my wife started having an issue with her phone not  having data. Any time that she would attempt to access the internet she would receive an error message from T-Mobile stating that our plan didn’t have data. We thought maybe it was her phone, so we rest her phone. The issue was still not resolved and when I checked data service on my new iPhone, I had the same issue. So we went into a local store.

What we found out was like the icing on the cake, but rather bitter instead of sweet. The data on all of the lines on my account had been turned off until March 20th, which would have left me paying for data service for an entire month without receiving it. 

When I tried to talk to the representative in the store I was told “Well at least you can come to this store and fix your problems.” 

Really?

I went next door to Sprint and now have three lines with unlimited text, talk and data for about half of what I was paying at T-Mobile. I can’t say that I didn’t warn them, T-Mobile just simply didn’t care or value me as someone that pays their paychecks. 

So the next time someone tries to convince me to “go Magenta,” I’ll pass. I’m a lot happier with better service and a lower phone bill. 

#bad-cell-providers, #bad-customer-service, #cell-phone, #cell-phone-providers, #cell-provider, #sprint, #t-mobile

The Clusterfuck that is T-Mobile

“Go Magenta.” 

This is one of the tags lines I heard from the T-Mobile crew in Richmond, VA a few years back at VA Pride. At the time my cellular carrier was Verizon Wireless, and while I wasn’t really happy with their service, they had yet to screw over my bill and service to such a degree that I was ready to change carriers. 

It really wasn’t too long before that happened. Verizon Wireless was billing me for “background data” that I was unable to turn off and was told it was just something that happened because I wasn’t connected to wifi or some other form of internet all the time. 

So I switched to T-Mobile. 

I put a down-payment on two phones that were supposed to be “free”, but because I didn’t qualify for their free phones I had to pay upfront and they would “reimburse” me. Yeah, right. Some of the time I get the credits to my account like I’m supposed to and some of the time I don’t. It’s like a game of Russian roulette, except instead instead of a bullet I just got an elevated phone bill. The difference was only about $20 and while it was pretty annoying, it really wasn’t that bad of an issues. 

Then I had to spend some time in Arkansas. 

In late September of 2016, we moved to Arkansas and in December we found ourselves in Springdale, Arkansas. While staying in Springdale we noticed that when we were not connected to Wi-Fi both my phone and my wife’s phone had absolutely no data service. We had full bars of 4G LTE signal according to both of our phones and we could make calls and text without an issues, just absolutely no data. Around December 21st after having dealt with this for over two weeks my wife called T-Mobile customer service and asked for tech support. In the end tech support diagnosed the issue as  problem with the cell tower near Springdale that our phones were using for service. We were told that the issue would be resolved within 72 hours and we would receive a callback when it was completed as well as be compensated for the fact that we were paying for data service and not receiving it. 

Neither the call back, nor compensation ever happened. 

In fact, when we left Arkansas for New York in the end of January, a month after placing the call, we still had no data service when our phones were connected to the Springdale tower. This was a month that we were billed for data when half the time we had to have our phones connected to wi-fi in order to access the internet. 

After moving to New York, I wanted to change to an iPhone because I was honestly at my wits end with my Samsung phone, and we needed to change our phone numbers to a local number. We were told the it would cost $15.00 per line to change our numbers, even though “Pay in Advance” customers aren’t charged this fee. This of course was a lie. It ended up costing us over $17.00 per line to change to a local phone number. While two or three dollars per line isn’t that much, it’s not the price that makes me angry, it’s the fact that I was blatantly lied to. Even on T-Mobile’s website it states the fee for changing your phone number is $15.00 not $15.00 plus tax. 

To make things worse about the store visit, the customer service representative that “helped” us, bullied me into changing my phone plan to a ‘business’ plan and refused to do anything on the account until I did so even though I don’t have a business but rather was thinking about starting a courier business. It took hours to change the account and update the two phone lines before I was allowed to add two new lines. I added an iPhone SE and just a SIM card that I could send to my mother-in-law so that her phone bill would be less each month and she could have unlimited data. I left the store, went home and hooked my iPhone up to the wifi there. It wasn’t until I left to run errands the following day that I found an issue with my data service. 

I took my phone into a different T-Mobile store and found out that the data service for my phone and for the SIM card that I had purchased had never been activated. So once more, I was being charged for data service when I wasn’t receiving it. The representative at the store activated the data on at least my line. I can’t speak for the line that was just the SIM card because my mother-in-law has yet to pick up a phone.  I left the store a bit miffed because of the whole ordeal with T-Mobile from the previous day, after spending hours in the store there were still issues with my account that caused me to have to return to a T-Mobile store. 

Unfortunately, this isn’t where the trouble with my account ended. 

A couple days after adding the iPhone I was checking my account online and noticed that the insurance coverage that was supposed to be added to my account for my iPhone SE was not there AND suddenly one of my phone lines were reported as missing/stolen. I thought the latter was really odd considering I could see all three phones and knew the SIM card for the fourth line was on it’s way to Virginia. My wife called customer service once again to added handset insurance on my phone and to find out what was going on with the “missing/stolen” phone. No one has been able to explain why one of my lines was marked as missing/stolen. We did find out it was the fourth line, but to this day there is no explaination as to WHY  IT IS STILL MARKED AS MISSING/STOLEN. 

We explained to this representative what had happened in-store and was told that she would change the account back to the personal account like it was supposed to be and ship my mother-in-law a new SIM card in case the other one didn’t work. We gave the representative my mother-in-law’s name and address so that the SIM card could be mailed to her. When the SIM card arrived in Virginia, it was sent to me with my name badly misspelled. The sweet 80-year-old woman that my mother-in-law lives with received the package from UPS and had no idea who it belonged to because of this. 

Then today my wife called T-Mobile once again with the hope of resolving two issues, the first issue was with an application not functioning properly, the second issues was the fact that our phone bill is now suddenly almost $300 when it’s been between $130 and $170 since we started our account with T-Mobile. 

Over the course of half a day my wife and I have been given four completely different stories as to why our phone bill is so expensive this month. Each time we correct the issue, we’re given some other excuse. First, we were told that our phone bill was so high because I didn’t pay for activation and set up fees for my iPhone nor did I pay all of the deposit on my phone. When the representative was told that was false and that we had paid in cash and still had the receipt, the story suddenly changed. Then we were told that it was because we were being billed for two months instead of one. When my wife pointed out that if this was the case the phone bill would have been more expensive based on the amount of our previous bill, the reason changed yet again. This time it was because of charges that were made to the account and misc fees, charges that don’t add up because a credit card was used to pay for them, not T-Mobile billing, even the Google tech department agrees with this, and we have the payment receipts for the purchases as well as the bank statements to prove this. 

The T-Mobile staff even went as far as to insinuate that my wife was a liar, and drug Google into the disagreement trying to prove that T-Mobile was right and my wife was wrong. This really is the exact opposite of how a company should treat their customers. Then when I was contacted through Twitter by T-Mobile’s “billing specialist” I was given a completely different story altogether. Big surprise, huh? When I questioned them, rather than answer my questions they simply stopped responding to the conversation.

Between my wife and I, we spent over half of our day wasted with T-Mobile, a company that is refusing to tell us why our bill suddenly jumped by $100. A company that refused to uphold what they promise to do, and even go as far as insult their customers. 

I’m paying off my phones and leaving T-Mobile, and I suggest that anyone else that has an account with them do the same.  They try to claim they are the Un-Carrier and are a great company to do business with, but it’s a lie. If they are UN anything, it’s UN-caring. 

#bad-businesses, #business-that-abuse-their-customers, #businesses-that-lie, #cell, #cell-phone, #cell-phone-carrier, #phones, #poor-customer-service, #t-mobile, #tmobile, #un-carrier