Forum Discussion
How to connect with T-Mobile agent WITHIN THE USA when I call 611
I’ve been with T-Mobile since 1999 - 25 years. I need to make changes to my account, and be sure I’m on the best plan for me. When I call 611, I’ve had to wait ½ to 2 hours, and then get an agent in a foreign country that barely speaks English. This has happened 3 times tonight. My experience from past situations like this, is that they don’t understand me fully, I don’t understand them fully, they mess up my account, and I have to make multiple calls to straighten things out. IS THERE A WAY TO BYPASS THE “RANDOM” COUNTRY SELECTION, and actually speak to a representative within the USA? They formerly had a Customer Retention Dept or Customer Loyalty Dept, and they were always on this continent and were completely knowledgeable and competent. Now, no matter what I say when I call in, they tell me I cannot speak to a T-Mobile agent within the USA. Does anyone have a fix for this?
I always seem to get someone from either Georgia or Tennessee. I usually call, when I need to contact Customer Care, around 7AM ET.
to gramps28 … That was a STELLAR suggestion!!!! An agent connected with me on Facebook Messenger right away (from Colorado), I verified my acct, and she called me to work out my issues. Beautiful! Thank you so much for your input! :::blessings:::
If you use social media like Facebook or Twitter you can use messenger on one of Tmobile’s social media accounts.
How does that guarantee that the person is in the U.S.? At least over the phone it's a pretty immediate confirmation that they are not. My first question is always, "are you in the United States?". As soon as they tell me no, I ask to be connected to someone stateside. They used to comply without fuss, then they became hesitant, then downright belligerent. One year I actually had the Phillipine agent start sending me harassing and threatening text messages because he didn't like the way I answered the questionnaire, which was not favorable due to his rudeness and nasty attitude. Those questionnaires at the end are NOT anonymous! This morning (as I sit on hold for the second time for 30 minutes), I was told that I would have to re-enter the queue as they cannot connect me to the states, and she could help me instead. I insisted on being transferred. 40 minutes later, and the very polite young man on the other end (still in the Phillipines), 3 times tried to convince me that I needed to give them a chance, and refused to transfer me to anyone other than his supervisor. I will try to head down to a store. It's so frustrating. Isn't it still the law that if you request a state side customer service rep, they need to comply?
