In early October I called to change my price plan. I was told by the agent on the phone that there would be no change to my contract.
In November, when I paid my bill, I asked when my contract expired and was told that it would expire in November (the original contract ends in July). After multiple calls and being told my multiple T-Mobile agents that there was no way to fix it, I finally reached Alejandro Edwards of the Executive Customer Service department. After nearly an hour of him belittling me and repeatedly indicating that I was lying, he told me that there was no other way to resolve it, that he would not restore my initial contract and any attempts to contact anyone else within T-Mobile would be directed straight to him so it wouldn't do any good to complain to anyone else.
I contacted the BBB to intervene and they contacted T-Mobile. The complaint was answered by the same Alejandro Edwards who created the issue, and no resolution was made. I responded to BBB asking to have another person within T-Mobile review the case, and again Mr. Edwards responded that no action would be taken. BBB stated that the case would be closed and my refusal to acccept the resolution offered by T-Mobile (looks like a standard form letter since there was no offer of a resolution made) would be noted on the case.
0 comments