Complaint:
I've been a T mobile customer for over 10yrs and at this point I am totally fed-up with this nonsense customer service team. First it took two hrs or so to set up a family plan. Once I set it up with the guy, I clearly asked him several times would my phone coverage stay the same of which is unlimited everything, he replied yes.in fact he said that the new pone will have 2000 minutes. Then I call back within the hour on the same day I ordered the phone, because I needed to cancel the family plan service and revert back to original plan. A day or so later I received an activation email along with a new phone number. However, I never received the phone and to my understanding the new phone would have had 2000 mins, when in fact my phone would have been the same coverage of unlimited calls on my phone. As I attempted to contact T mobile to revert my coverage back to the original plan I was told no one will get a new phone until they receive the device. I then ask to speak with a manager or supervisor, the customer care placed me on hold so she accommodate my request. After waiting for some time, she returned to the line stating that, she couldn't find a Supervisor. The lady explained that in order to revert my the charges to change coverage, they had to receive the device or I could pay for a new coverage of $10.99. It is unreasonable and unacceptable to charge a loyal customer additional fees. There should be a complementary package offered to make up the frustration, endurance and inconvenience contributed to long suffering that I was subjected to. I asked a simple question several times, which was 'what happen if they never receive the phone, could I still change my coverage?'She told me that I had to file a claim on a phone, of which I had in my possession, because the responsibility is now on UPS and T mobile. The customer care service did not know the answer and then she claimed that she couldn't hear me and perhaps hung up the phone, after speaking to three different people and being on hold for over 1 hr and 15 mins. After all unless I give them 10.99 or whatever the amount was my problem would not be resolved. I should not be charged any addition moneys or failure to revert my coverage upon them receiving the phone. Also, I shouldn't be penalized for a device in that's transit with UPS. I am one disappointed customer. Thank you for your time...
Results:
I desire to retain my original plan and a credit to my account for my precious time, because I missed my bible study thinking it would be a quick call which ended up on the phone for 1:15 minutes. Also, for the customer care for what appeared to be that she hung up on me and because she could answer my question. I am requesting that this complaint be addressed within the next 7 days.
Sincerely,
Sherese Jackson
(708) 369-3290
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