Complaint / review text:
Misinformed on April 20th, 2011 of wrong coverage. Roaming charges were imposed over $80.00. On May 2nd called to resolved this situation. A changed of plan was offered as a solution (not a financially wise solution for me and no needed). However, I was advised to call back to request a manager assistance once my bill was issued after May 10th. Many calls were made requesting for a manager to review the phone conversation that led to this situation. A manager (Todd) spoke to me on 05/13. He was rude and not very cooperative. He offered to cover half of the charges but declined any information (phone and address) to submit a formal complaint. He said that I needed to speak to a higher Manager (Tammy or Jack) first. If no solution was met only then, they will be able to offer additional information to seek assistance at a higher level.
I have spent innumerable minutes/hours seeking assistance from T-Mobile. Today a Manager (Cecilia) said that nothing can be offered. As a matter of fact there is not even a record of my conversation with Todd, according to her. What is funny is that only a couple of days ago a representative read to me, the notes from Todd that apparently are not longer in my account. This is not to mentioned that most of the notes do not reflect what had transpired in most of the conversations, they are just repeating what was recorded previously or not there at all. There are; however, notes of calls made from supervisors to me but there are no calls or voicemails registered on my account of those calls.
I am exhausted and totally disgusted with this company. I contracted with them through Suncom and since then they have tried to change my plan to T-Mobile. Last October a huge problem with my account developed in which I was billed hundreds of dollars for months. For four months they could not fix the problem and finally in March I was able to relax. Dealing with this company is stressful, painful, and extremely time consuming. I do not trust this company at all. I believe they treat their clients as if they do not exist. I have been insulted, humiliated and ignored. I will asked to be release from this horrible service (as most of my circle of friends have done through the past years) but I am certain that is impossible since they need as many people as me, who can continue contributing to the hiring of a terrible personnel and that can continue supporting (although, temporarily) an industry that has a dreadful strategic plan.