T Mobile has provided me with the worst customer service experiences I have ever encountered. Some representatives completely lack an understanding of the questions being asked.instead of active listening they insist that their first response was accurate and I'm just calling to give them a hard time so the same response is repeated with increasing hostility.
I know that customer service is a tough job, I've been there but it is your job. I know there are many customers that verbally abuse staff but I have personally been barked and yelled at by phone reps and then their supervisor when asked to speak with someone else more respectful. So on top of trying to get thorough answers as to why my bill has doubled, I have to resort to shouting matches just to ask my question differently so maybe they will stop repeating the same line from their script when clearly it is not answering my question.
So after unresolved billing disputes, I am left without a phone service and a tripled bill of what I was first disputing. I called to get the account information I need to bring this current but was told it's been sent to collections and that they cannot send me any more information on it. I need to call them.
Ok, so I called the collection agency number I was given. I asked the man that answered if I can receive a breakdown of the charges. He did not ask my name or anything. I had to ask him if he wanted the account number. He was like yeah, sure. I gave him the number and he repeated the tripled charge amount the T Mobile rep had just given me. He said the breakdown bill that I was asking for "Aint gonna happen" because he said T Mobile already informed me. WHAT! I asked him for proof of these charges and he said No? The T Mobile rep had just given me his number to get the info mailed that I was requesting.
To further the negative customer service experience, he began to justify the charges in great detail on my account!!! He shouted an address that he claimed T Mobile had already sent me the info to. Of course, it wasn't even the current address that T Mobile indeed does have. At that moment I realized that I was still dealing with a T Mobile representative... Just the collections department in the same company!
Issues still unresolved... Completely unjustified charges even ignoring the early termination fee that I never wanted to happen in the first place since I still need a phone! They just charge whatever and however and then stick to the justification script they were given when the clocked in!
And for the record, a representative always treated me poorly first when I was simply trying to get accurate clarification for bogus charges. I have never disrespected anyone in the service industry because quality customer service is my passion and what I do as well. I have never had to file a complaint before either. T Mobile drove me to it!
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