Once again the arrogance of one of America's huge corportations leaves me more than just digusted, I am furious. I have had an account with T-Mobile for years... My payment record with them is flawless. Although the account is still in my name (I am a 56 year old Army Lt. Colonel), my son has used this particular phone for the past few years. My son is now in the US Army and deployed with the 101 AB Div to Iraq early this month. Before he left he called T-Mobile to advise them that he was being deployed. T-Mobile told him there would be no problem putting a military hold on the account for the next 15 months (I understand the maximum hold is 18 months and is available to customers for reasons not nearly as pressing as deployment to war); and for him to simply call in the day he deployed to put the account on hold. I was with my son the day he deployed from Fort Campell. The pace was hectic as the unit held its accountability formation for personnel and equipment. When the formation was finished the unit was immediately moved to a holding point where it would meet its first transportation. My son was unable to make the call to T-Moblie and as he marched off to war handed me the phone and asked me to call T-Mobile for him. No problem, right? After all the account is and always has been in my name. The first customer service representative I spoke to acknowledged that their notes indicated that my son had called to discuss his deployment and the account. However, because I did not know some magical one-word password they refused to help with my request. I asked to speak to a supervisor who more forcefully informed me that despite the fact that I might know the billing address, credit card number used to pay the bill, my social security number and any other information that might be in my file, because I did not know the "password" they would not honor my request. The only option is to visit a T-Mobile store and "prove my identity." When I tried to point how illogical their refusal to put into effect an arrangement already discussed the supervisor moved into the mode that is now all too familiar to anyone who has ever dealt with "customer service supervisors" and that is to talk over anything I tried to say, speak faster and louder than I the customer. I am sure she went home feeling that she had done a hell of a job and that she now has another story to tell about an abusive customer. I will visit a T-Mobile store, but it will be to close this account and I will do everything in my power to direct my acquainances to use any cell phone provider other than T-Mobile.
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