Robert dotson
12920 SE 38th Street.
Bellevue, WA 98006
RE: Poor Customer Service
Dear Mr. Dotson
I first would like to say that I have been a T-Mobile customer since and up until last year I was satisfied with your service. There have been a few representatives like Theodore; whom I spoke with on Monday January 4th, which exemplifies excellence; but he is an exception. However, since that time I have several complaints about accurate information, rude representatives, and inefficient customer care. I have listed a brief summary of some of my complaints.
1. I was told I was eligible for a full upgrade for line # 301-256-7753 by two T-mobile representatives, only to be embarrassed at the store by yet another one of your representatives in customer care that politely informed the sales agent I misunderstood and there were no notes collaborating my story!
2. After holding for over for over 30 minutes I was disconnected by your representatives.
3. i was not informed the correct address to mail my headset back!!!
4. I was told wrong information about the time frame I have to return the phone.
5. From January until May I was charged for a phone that I returned. Each time I asked someone to look into why my bill was so high; each representative changed their story.
6. I was told I would receive a call back in 72 hours however no one called me. I called back a week letter and waited another 40 minutes to speak to a representative. Nicole confirmed that your recycling center received the phone but could not tell me when I would receive credit for returning the phone. I asked to speak to her supervisor and of course no supervisor was available. So again I was told I would receive a call back from Hanz within one hour. However, staying true to T-mobile fashion, no one called me back.
7. A complete lack of general knowledge for your products and services.
8. My husband is in the US Navy on Sea Duty and is out to sea. I wanted his line temporarily suspended while he is on the ship but I was told your company can’t suspend a line for personal reasons. This is not personal. He is over seas and will not be using his phone. He will be on a ship and CAN NOT USE his phone until April.
On December 17th I called customer care to ask whether I was eligible for an upgrade. After holding for 47 minutes I spoke to a representative name Jana she informed me I was eligible for an upgrade and other wrong information. After I disconnected I went to an authorized dealer location to purchase a headset that was cheaper than T-mobile offered; only to be embarrassed! The dealer had the T-mobile representative on speaker and he said “your customer maybe confused, I have no notes showing anyone gave her that information.” This of course infuriated me to escalate to the call to a manager named Humberto. He assured me that he would document our conversation, but there still seemed to be a discrepancy versus what he quoted me and what the other customer service care representatives. I spoke to Paul customer number 3119545 who informed me about my bill being so high. He said it was due to my upgrade. I informed him that I spoke to Humberto who informed me that he would approve an upgrade for my line 301-256-7753, the phone would cost $199.00 and I could pay for the phone in installments (1st installment being the most $75.00). Paul stated this was wrong and I would have to pay $141.00 for my first installment. I immediately asked to speak to the same supervisor to address this new amount Paul stated. Unfortunately without any concern and complete lack of empathy Paul stated” the supervisor I spoke too was at another site and he could not connect me to a different site.” He also stated there were a lot of calls in queue and he could not connect me to a supervisor. I asked him for an email address or a name of a supervisor he also stated he could not give me that information. He said the name of the head of your call center is “RED”. To add insult to injury I decided to chat with one of your representatives that also failed to give me correct information and I’m suffering for her mistake. I have included the chat transcripts for your review as well. I informed the representative that I wanted to return the phone, at that time she should have provided me with the correct address to return the merchandise. I returned the merchandise to PO BOX 9998 Bristol VA, on December 31st. I called customer care to verify if they had received the phone back and the representative that I spoke to Bianca, stated I returned the headset to the wrong address and she would have to put a search out for it! Just when I believe T-Mobile could not get any worse, this happens. Bianca stated that I would be charged an early termination fee and she could not give me any further information for at least 72hours. No one called me back in 72 hours or at all. I called back on January 11th and spoke to Nicole; she did not see any notes about someone calling me back and started to ask me more questions. This of course angered me but given T-mobile history did not surprise me. I told her I was waiting on a return call to resolve this problem and asked to speak to a supervisor. Of course we all know what is coming next, all the supervisors are busy! She advised her supervisor’s name is Hanz and he would be returning my call in an hour, but, no one ever called me back.
Perhaps I’m asking too much for someone at your call centers to take proper notes, have thorough knowledge of products and services and be able to communicate effectively.
Please research the last twelve months on my account. Please take time to read all of the notes and the errors that have been made by your representatives providing poor inaccurate service. If I call your customer care I wait on hold for a minimum of 20 minutes; only to get wrong information from your staff. Every time I speak to a supervisor it is always the same story about their staff not giving me the correct information. When is someone in your organization going to accept accountability and provide correct, efficient and quality service?
Every other month I call because my bill is hundreds of dollars more than it should be and after several hours of me fighting tooth and nail someone corrects my bill. This activity is almost criminal, what if I would have just paid my bill without asking any questions. T-Mobile would have taken my money without any problems! I have not always made my payment on time; but seven out ten times it’s because the billed amount is wrong, yet I still made the payment. I’m not asking for anyone to give me anything I do not deserve; simply treat me with respect and courtesy. I have worked in a call center for over 12 years and I feel that I’m a resolution escalation expert; I would never treat a customer or allow my team to mistreat a customer the way T-mobile staff as treated me.
There are a lot of cell phone companies that offer the same products and services with basically the same pricing; the only thing that separates them is their service and trade name. Well you have finally lost this customer. I will be sending back my phone, which nullifies extending my contract agreement. The economy is horrible and money is tight, why should I give my money to a company that treats me like I’m worthless and nothing. I can not emphasize enough how discouraged, disgusted and enraged I feel with your companies lack of knowledgeable representatives and poor customer service. Simply give me the correct information the first time. Your procedure and policy should not change based on the individual your speaking with.
I have invested thousands dollars in payments in the last year and I can not even speak to a competent staff member including management? Thank you for showing this consumer just how much your company does not care.
With Regards,
Katrina Matthews
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