In dec I called t mobile customer service to change my then current plan to t mobile service plan providing black berry service. This plan was request for me to have from my company. The first time I called to check plans and rates; I requested no changes to be done to my account at that time. After calling back later that week, I spoke to another representative who informed me that I only had the blackberry service without a phone plan. I was sure to inform him that I never requested that change and he was sure to fix the issue (as I was informed at least) and we preceded to change my plan to have blackberry with 1000 minutes, free nights and weekends, mobile to mobile, unlimited text. The rep informed due to having a corporate discount I can have that plan and it will come out at a smaller rate than I was paying before. At that time I completed and emailed the corporate discount and was assured by the rep a follow up call which I never received.
Jan I receive a text message from T-Mobile informing me of an overdue bill. I followed up with the request discovering m service was shut off. This truly caused me major frustrations and loss of business. My phone is used for business purposes and this issue caused me to be out of touch with clientele and other employees within my company. I called that day and spent an excess of 2 hours trying to figure out the reason the problem I had with the excessive balance. The rep I spoke with discovered it was due to minute overage. I knew that could not have been a problem because I had unlimited mobile to mobile which allowed me to speak to other t mobile customers without an additional billing. The rep at that time discovered that I did not have any of the features I was informed that I was supposed to have at the time of set up.
Due to being set up wrong, she agreed to fix all the problems and submit for a credit for me to bring the balance back to the appropriate amount. Due to the overnight time frame and my phone being off at that time I requested to make a payment to get the pone turned back on although the rep encouraged me that one the credit is issued the next day, the phone will be back on by morning. I also requested that she follow up with me within 2 days to assure everything went over smoothly and the account was most definitely set up correctly. It has been 2 weeks and that rep never called me although they reassured me several time that they would do a follow up as agreed.
Today 1/29 I received a text message from t-mobile stating I had an overdue amount for a balance on my billing statement. I contacted T-Mobile and spent 30 minutes explaining to a rep the situation on hand and then the line was disconnected. During our call I requested that if our cal disconnects that he assures me to call me back and the rep at that time clearly agreed. I waited 30 minutes and the T-Mobile representative did not contact me to further insure my customer satisfaction which I have not seen any as of yet from T-Mobile.
I called once again and spoke to a rep and she notified me that she can request the other rep, which I spent 30 minutes explain the situation on hand, to call me back. I agreed and requested that if he does not call me within 30 minutes for her to do so, so that I may resolve my issue. Two hours later none of the T-Mobile representatives called me back. Call number three was then executed. The rep I spoke with told me that he cannot issue any credits or change anything for me.
At this point I felt major frustrations and ignorance on T-Mobiles part and requested to speak to someone that can help me since he declined to. He then transferred me to his supervisor who could not figure out the issue on hand and requested to call me back the next day. I asked her for a number or an email address I can contact her and she could not provide me with one. I explained to her that I cannot answer my phone at any given time due to my busy and hectic work schedule. Over 6 calls and to T-Mobile and none have persevered to accomplish anything. All have assured that no one can set up my account as promised nor can anyone help me to assure any of my problems are resolved. All have proven that none can keep a customer promise and follow up as agreed nor have any satisfied me as a customer.
I am completely unsatisfied and will not recommend any customers to T-Mobile nor will I speak positively of my customer experience in regards to T-Mobile. I am requesting my balance to be credited appropriately, my account features to be set up as promised in my call during December and a follow up call to assure everything has been done as promised to my over 5 times.
Sal
oak forest, Illinois
U.S.A.
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