I renewed my contract with T-Mobile back in the begoinning of July. I had been a customer for three years.
I ordered two Sidekicks but after seeing them I realized that they weren't worth the money, and there is a secret: the secret is that you had to keep the Sidekick Plan in order to get a rebate. Customer Care expalined they should only tell when asked!
I proceeded to let them know that I was sending back the phones. I tracked them and saw that they were recieved in the middle of July. T-Mobile did not credit my account for them.
I called Customer Care again and they said that it could take up to one month to see the credit. I was assured that this would not affect my bill because they were going to note it in my account. I had also asked if I could add another line and was told I had to wait six months.
The next day I was looking over my account and saw that not only had they added one more account but there were two more which they were starting to charge me for.
Again back to Sales. They added lines and I wasn't notified!
On August 19th my service was cut off because I hadn't paid the full amount owed... Which included the Sidekick which I was suppoed to be credited for.
I proceeded to call Customer Care and got an Automated Voice Response telling me about how much I owed and was asked if i wanted to pay.
I replied no.
The recording then said I could not be connected to a Customer Care Rep until I paid!
I needed to talk with a Live person to straighten out my account. But that wasn't happening.
After finaly figuring out to call and pretend I was a new customer who wanted to start service I was connected to Cusotmer Care and I explained my situation. I was told that I would have to wait until my new billing period before they could do anything about the charges.
They would not take the payment for the amount that I really owed, they wanted payment in full and then they would credit me. I see how good they are at Crediting an account and wasn't about to do that.
I had service for a little less than a month and packed up my phones and sent them back to T-Mobile.
I hear that they win awards for best Customer Care?
There is no Cusomer Care when you have a billing problem, unless you want to talk to an Automated Voice Response.
My new billing cycle is out, with all new minutes but guess what? No credit to my account! I will not pay T-Mobile for having terrible Customer Care and not helping me to solve my problem. They went from a company who I thought had the best Customer Care to a company that I want nothing to do with.
I'm thinking about down the road and if it ever happened again and had no one to talk to but a recording!
I deal with many kinds of companies but never have i dealtwith a company who makes you pay a recording to get to a "Live Person"
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