This Can Be Sumed up in this letter i have faxed and mailed to customer support, this is the seventh day sence they have recieved this and still no responce. Tacky!
My name is *, and I am very distraught over the service I have received for the Past 11 Months. For an example, I had a service problem with my phone, which I reported to customer service. They promptly sent me a new phone with the instruction that I return my nonworking phone.
The old phone was sent back to you as requested, however t-mobile still charged my account for the new phone (that was not explained to me by customer support) and my service was disconnected. The disconnection of service was due to the fact that the new phone put my account over my spending limit.
I was encouraged, by your customer support, to promptly pay the bill so that my service would be restored. Being that I was waiting on urgent business related phone calls, I felt that I had no choice but to do that.
I was insured, again by customer support, that my account would be credited back for the returned non-working phone once it was received. It took 4 months and several long calls to customer support for my account to be credited for the returned phone.
Now it is time for our (me & my wife) contract's to be renewed, we wanted to upgrade our phones and get new service. My wife was able to do her upgrade with no problem.
Carmon, customer support operator# 0359863 help her choose a phone and upgraded her account to a normal account from a smart access account. It was explained that the difference between the two, was that the spending limit would simply be removed.
I, in turn, called to do the same thing but did not receive the same results as my wife. Don't get me wrong, your customer support operator's let me order a new phone and new service with no problem. However, no one changed my account from Smart Access.
So what happens, my phone service is interrupted again because my spending limit was exceeded. I again called customer support in an attempt to get my service resorted.
I was told, by your customer support reps, that my service would not be restored until either the balance was paid or the phone I ordered was returned. They refused to convert my account over from smart access, something that they did for my wife.
I understand that our two accounts are looked as individual accounts and are not connected, that being said I am very confused as to why one person would be treated one way and another person would be treated another. So I asked to speak to a supervisor, due to the fact that I was not satisfied.
I explained the situation to the supervisor. He was very unwilling to help me and made me feel as if I was inconveniencing him by asking him to look into my account.
Then I was told, by this supervisor, that if I didn't like the service I was getting to take it elsewhere. Those were not is exact words, I cleaned it up a bit, and then he hung up on me. I did not get to obtain this supervisor's operator number; I only know that his name was Allen.
I hope that you have someway of tracking who has handled my account and can find this gentleman. I strongly recommend that his supervisor and customer care skills be reviewed.
I feel that I have accurately explained to you may situation and I hope that someone at your office cares enough about my business to respond. (none as of yet)
I want it noted that at this point in our relationship that we are ready to cancel our accounts with T-Mobile. If I can't be treated fairly, just like any other customer, then I don't want to do business with your company. I honestly feel like I have been discriminated against.
Jay
Morrow, Georgia
U.S.A.
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