I am writing this letter to inform you of how frustrated I am with T-Mobile’s customer service representatives. My service plan has been completely messed up because of them. The price that we agreed upon, never took place, as I was promised and recently, instead of it being lower, it has almost tripled for no apparent reason. I’ve tried several times to fix this problem but it seems the only way to get a straight answer is from a manager and even that sometimes backfires. Every representative I speak to is basically in their own little world and it’s like playing the slots in a casino, you might get lucky and get someone who is knowledgeable and goes out of their way to help or one that doesn’t know and makes up his or her own rules. I’ve been promised, on several occasions, a follow up call with a resolution but so far, all these promises have been lies.
Let me explain my situation: It all started about three and a half weeks ago (1st days of October), I called because my friend who also has T-Mobile, told me about a great plan, in which he was paying a lot less then me, so I decided to call and inquire about it, to see if I could change to this plan. I don’t remember the name of the plan but when I spoke to one of your representatives, she told me the plan was available and I could switch with an extension on my contract for two months, and she went ahead and explained it to me in detail, including the total monthly charge after taxes and after my discount, we reviewed this plan several times because I though it was a great plan and every time, it was verified that it was exactly as she explained it, here is what she explained:
I have four phones, two smart phones and two regular phones. All phones would have unlimited calling from cell phone to cell phone and unlimited texting. Two phones would share 1000 minutes for land line calls, the other two would have 500 minutes each for land line calls. The two smart phones would have unlimited internet (2GB). All this after taxes and my discount, she said, would be $170.00 maybe $172.00, but no more then this. Like I said, she confirmed this over and over with me, you can review the call.
This change never took place so I called a few days later, and this is were my headaches begin, let me just mention that I had these problems with Verizon and that is why I switched, so I’m hoping this does not become a pattern with T-Mobile. When I called, I spoke to a representative, who told me there was no such plan and that price did not exist, after disagreeing with him, several times, I ended the call. I faced the same scenario with several more representatives, before I decided to ask to speak with a manager.
The first manger I spoke to was John H. (manager ID#1241877). I finally felt as though, I was speaking with someone that cared, understood my situation and was knowledgeable. John told me he would fix everything but we needed to wait for the bill to come out so we can make the adjustments and said that for now he would adjust the minutes for land line calls that were not the way I was told they would be. He also told me he would follow up with me when the bill came out. Before we ended the call I asked for his name and ID number, in case I needed to get a hold of him but that did me no good because every time I ask for him, nobody is able to help me because I’m told that there are several call centers the calls go to and it is impossible to get a hold of a specific manager.
Several weeks went by before I called again because nothing had been fixed on my account. This time I talked to another representative, who told me, that her manager and her, would review the call I had with the representative, who gave me the $170.00 and would give me a follow up call on Thursday, she also said she would post notes about this call in my account, this took place during the week of (Oct. 15 to Oct. 19). I called back when I never received the follow up call and found out she never posted the notes, she completely lied to me, very bad representation for T-mobile customer reps. At this point, I asked to speak to a manager (I believe her name is Tisha or Tina). Again, I asked to talk to John H. But it was impossible, is what I was basically told. This manager also seemed sympathetic and told me she would review the call I had with the representative, who gave me the $170.00 quote and would fix the issue. She also said she would give me a follow up call this week (Oct. 22 to Oct. 26); to make sure everything was resolved. So far I have not received a follow up call from anybody. Like I said before, I hope this is not a sign of bad expectations to come from your company and your representatives. I hope you can resolve this issue and end my headaches I am getting from speaking with your customer service representatives. Your attention to this matter is greatly appreciated it.
Thank you,
Jaime Armendariz
Cell# (505) 999-0619
Account primary number (505) 459-6166
0 comments