To whom it may concern,
Hi my name is Chris Hampton I have been with T-Mobile for a while now and only recently I have been having issues with the customer service I have received. I called T-Mobile’s 611 or customer service line to pay my whole initial phone balance off on 03-03 and was assured it was paid off. I asked the representative if that would take care of the initial phone charge and they responded, “yes and your bill will come out on March 23”. At that time I was at ease because I believed that was taken care of. On Saturday March 23 I called the customer service line again because I saw a text that said a payment has been withdrawn from my account in the amount of $160.00; I about fell out of my seat! I talked to a customer service representative and I explained my problem and stated I would like to with drawl form paying it off all at once because I was given misinformation. He said that there was no way to do that because it’s already taken out of my account. The representative was really nice on March 3rd unlike the other 2 people I first spoke with on March 23rd. I spoke a unnamed customer service representative and he just kept apologizing, only would repeat himself and not answer my questions directly. I asked him for his last name and where he worked and he didn’t want to provide the info to me. The representative said it’s not policy to give out his full name and location (country). Then I asked him for his Supervisor’s info and he asked why I needed that info and said there is no reason to speak with his supervisor because he is more than capable of taking care of my issues. I wouldn’t be asking for a Supervisor’s information for no reason! I finally go to speak to Jose B.; the supervisor and he was no better. All I wanted to do is find out why it wasn’t explained to me the on March 3rd that as a T-Mobile customer you must pay your charges first before they take out the Initial phone payment. I asked Jose B. If they could disregard the total payout and just continue billing me every month for the initial phone payment and give me credit. Jose could not understand what I was requesting. He said that is not possible. He stated that the representative should have advised me of proper procedures and I agree but he also said if I made a request It will automatically go towards the monthly bill first than when the monthly due date comes around it will take out the amount owed for the phone itself. That did not happen as he said it should and when I brought that to his attention he started talking over me as if I was no longer a customer. According to that statement it should have been taken out on March 23rd in place of the monthly charges along with a $6.00 charge for the balance due. So I also asked simple questions to him and I felt as if I was dealing with a shady business. He couldn’t answer my questions directly nor did he make me feel comfortable. I was fed up with the break in communication; I requested to speak with his manager. He started asking me why I needed to speak with the supervisor, I couldn’t believe it! What kind of business would make it so difficult to answer questions? Any way I got transferred to Kristine H. And she was helpful and comforting although she couldn’t help much more than the others. It’s unfortunate that I have to go through all of this just to get something done. I am not balling and nor am I naive about how customer service works. I do not feel comfortable working with a company that makes their customers feel helpless. Please fix the communication gap and provide the best customer service possible. You owe that to your customers.
Here we are on July 5 and I experienced another problem with the famous T-Mobile. I bought a new phone with T-Mobile in May and decided to return it because there was nothing special about the G2X phone and I wanted to switch to another Carrier. I returned the phone in the same condition I received it intending to receive a refund. Low and behold the Garland, Texas T-Mobile on I-90 stated they could not refund it directly back on to my credit card or cash because their computer would not allow. The only other option was to have them mail it to me within 14 days. 14 days came on June 24th and I still did not receive my $300 and sum change. I called the 1-800 # and they instructed me to call the store for the refund. So as instructed I called the same location and Mabel stated she would work on it and call me back, she had to call another store manager because her manager was out of town. She did call me back and said they are working on it and have to send another request but I should receive it in 5 business days. 5 Business days came on July 1 and no check. I called again and spoke to Mabel whom stated she is going to have to speak to her manager and get back with me; she said he was still out of town. She never called me back and neither did he, I had to call this morning (July 5) and speak to this manager I believe his name is Scott. He stated he didn’t know what was going on with this refund and he will have to look into the situation. I then asked is there any way to overnight the check and he said no there is no way. I also asked how long is this going to take for this refund and he said he will work on it and get back with me. Guys this is horrible customer service and I do not believe I deserve such treatment. I paid you over $300 and all I need is my money back, I have bills and this cannot wait any longer. I will be contacting a lawyer if that is what it will take to get A): decent customer service & B): my refund. T-Mobile has become a very unprofessional and non-loyal company that needs a refresher. Please step up your game and treat people the right way! It’s my money and I need it NOW!
Sincerely,
Chris Hampton
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