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Your company is making me run with this!

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Hide Details FROM: Brenda Newell TO: robert. Dotson@T-Mobile.com jim. Alling@T-Mobile.com kelly. Spindle@T-Mobile.com CC: larry. Myers@T-Mobile.com john. Birrer@T-Mobile.com ExecutiveResponse@T-Mobile.com Message flagged Friday, August 26 3:02 PMMessage bodyTo whom ever will listen,

I shared an acct. With my daughter an she informed me yesterday that we were about to go over on minutes with our cells. I am the acct. Holder so they told her I would need to call and add extra even thou she is authorized to make changes to acct. So ok I call in and I'm told the plan we are on does not allow for this and told we would need to change to another plan, Rep says she will get me something better for around the same money since that is a concern of mine. So while on my home # I call my daughter on cell and inform her since her acct. Also and she is not happy. But while on the phone with both the rep says with our old plan we could not get any discounts but new plan would allow discounts on new cells which I could care less about, but huge selling point with my daughter. Since last year she had to pay full price for her cell and now she is looking to get a new cell for the video calls since her and her boyfriend are in the military and he is in Hawaii this made her jump on board. But when she tried to look into a new cell was informed the plan we were put into also did not allow for this. So I call in and figure this was a mistake but am informed not a mistake, no discounts on new cells with plan we were placed in. I am not happy since that was reps selling point to us and main reason for going into it. I request to speak with a supervisor because I do not think it's right to mislead people. Pritty much supervisor says the same and all she will do for me is switch us back. I feel the company should have issued a discount for a phone for my daughter since it was what we were told. So I inform supervisor that I am not wanting to be with this company due this. So I request a manager and while on hold she comes back on and says she does not have a manager available but she was in the process of switching me back which I informed her that I did not give her permission to do so and to please leave my acct. Alone at this time til I speak with a manager. Which she did. About a half hour later I get a call from a Steven whom I did not feel was a manager. I missed the call since I went to the restroom and he left a message just stating to call back into call center, which I felt was not very professional and should have given me a number to call him back or he could have tried me back. So I again have to call in and in the mean time my daughter is so angry that when she got out of work went to local t-mobile and got her own acct. With a new # and a discounted new cell and was told at office that she could have me call in and do a change of responsability and cancel my acct. & bring my # to her acct. So that is what I requested and was told my daughter would need to call in and do the change of responsability since it was her new acct. Before they could cancel my acct. To get my # switched to hers. So she call in and is told that I have to cancel my acct. First before they can do the change of responsability. So then I'm told they will first need to switch my acct. Back to old plan and cancel the plan with the 2 yr. Contract that I was put into earlier in the day and a supervisor would need to do this. So I am told they would have a supervisor do so and call me back. So at 10:00pm last night I am still calling in 3 more times and told that a supervisor should be doing this as week speak and to just wait for a text and then call back in and cancel my acct. So in the end no one ever did anything last night and I get to start again this morning. So I call in and a rep had a supervisor change me back and rep says she had to now cancel my acct. Due to the plan I had and the new plan my daughter got did not allow for my cell # to just be switched over.in the meantime the rep says she needs to speak with my daughter to get the ok for moving # to her new acct. My daughter ok's it and also calls me and says she is also on with another rep and that everything is allset with the change of responsability and I would not loose my # but would have to get a temporary # for 24 - 48 hours til my 978-804-0030 was switched over, which for the 3 time a rep is also telling me same on my call. I had also cancelled my daughters old # 978-394-8425. So I call my daughter a couple hours ago and ask her if they gave her my temp # and she could not remember them giving it to her. So I have to call in again and ask if they have a temp # for me yet and they check and said one was never set up on my daughters new acct. And that I would have to wait 60 days in order to get my #. I now have requested a manager to call me back since I was on the phone again with a superivor and was told no one could do anything for me. He was Timothy B. Id 4836213 so I requested to speak with a manager and was lied to and transferred to his coach Tyler id 4836072 which did not make me very happy at this point and was also told the company does not have an Executive Office # by both of them. He has assured me that he put through a request for his manager Veronica M. To call me back within 72 hours. Which I have explained that I live alone with my 6 yr old and do not know anyone since I am still new to Arizona and need my cell. I just can not believe that this company had to put me and my daughter through this. Your company has given us so much incorrect information and I was trying to suck it up since we have no choice. But seriously the hoops that T-Mobile has put me and my daughter through and the company just acks like your doing us a favor.

I do plan to foward this e-mail to anyone I can find in hopes that someone out thier might agree that it is uneccessary to put people through this.

Thank you for the time it took you to read this,

Brenda Newell

My daughter Kayla Boisvert

Company: T-Mobile
Country: USA

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