New Business Service - T-Mobile
Apologies in advance as this is a bit long. I wanted new service with T-mobile and decided to open a business line instead of a personal line. The T-Mobile Rep at the South Halsted store informed me that someone will reach out in a day or two to begin the process. I received a call from Adalberto Garcia two days later and we discussed the type of service I wanted. Adalberto then sent me an email requesting some information. His initial email on July 22nd at 1:17pm: Hello Bruce, It was a pleasure talking with you regarding our current promotions. Per our conversation, we will need your W-9 to verify the business. Can you please send over a copy? I then shared my W9 with Adalberto. He followed up on July 26th at 9:36am with the following request: Hello Bruce, We received a response from our credit team and they are asking for some additional information before releasing the application. I will list the following steps on how you can proceed forward, as they are asking for additional information regarding the business. Location to fax: fax:1(913)-523-8567 or E-Mail TfB_FM_Investigations@T-Mobile.COM prior to service being disconnected: • Contact cover sheet • Valid photo ID • Most current tax documentation • Proof of employment or ownership of the business in question (ex: current paycheck stub, articles of incorporation showing their name) • Proof of business credit (ex: bank statement, or major credit card statement showing business transactions/transaction history, dated within the last 30 days) I thought this was a bit strange since I have steller personal and business credit. In any case, after returning from a business trip, on August 3rd, I complied, sending the information to both Adalberto and to their Fraud department. I phoned Adalberto and he said that I should not have sent the information to him. I received an automated message back from the TfB_FM_Investigations@T-Mobile.COM email address stating… Fraud Management has strict policies. Please be advised that all documents must be submitted from a T-Mobile store and/or with a T-Mobile domain for security purposes. On August 5th I inquired about the Fraud review with Adalberto and got no response. I’ve followed up with a couple of calls and voicemails to no avail. I was in Florida for a business trip and decided to try again (most would have walked away by this point, but now I’m curious). I went into the T-Mobile store in Naples, FL and spoke with a representative at the Tamiami Trail N location. I was then put in touch with Nelson Romero, another sales rep that he said would work on this account. I then sent the same documents to Nelson on August 13th at 7:46 pm. Nelson responed that he is waiting on underwriting. He then asked for my Drivers license image, front and back on August 16th at 10am. I immediately sent these over and after a little bit of back and forth, he had the information requested by 1:47pm on August 16th. I inquired about a status with Nelson today at 11:21 am and got a reply that he is waiting on underwriting 34 minutes later. Let’s say that this process started on July 22nd at 1:17pm with Adalberto. It should not be this hard… it just shouldn’t.Access point/Mesh not shipped
Hello. I signed up for the Home Internet Plus plan recently. I received the free white gateway today but didn’t receive the mesh discs. Is that shipped separately? Or did I misunderstood what it means by “Access point included” under the Home Internet Plus plan? Thanks, Farah
Is T-Mobile phone replacement real or scam?
Hello, I purchased a phone and a line from T-Mobile in September 2023. In April, the phone went completely black for no apparent reason. When I returned to the shop, I was informed that because I had paid the total cost upfront (prepaid), I did not qualify for a replacement. A friend suggested I call customer care (611) as shops are mainly interested in selling new devices. When I called customer care, I was told that my phone was covered under a two-year manufacturer’s warranty and that I qualified for a replacement. They advised me to return to the shop the next day and said they would coordinate with the shop directly. On my second visit, the representative at the shop was very helpful and called T-Mobile customer care. They confirmed the phone was well-maintained and instructed him to initiate the replacement process. However, it appeared he did not have the necessary privileges in their system to do so, and only the manager could handle it. Unfortunately, they said the manager was not available. I was advised to return the following day when the manager would be present. On the third day, I returned to find the manager was still not there. T-Mobile customer care then informed me that this shop did not have an active manager at the moment and advised me to go to another T-Mobile shop with a manager. On the fourth day, I traveled to another shop. The customer care representative called the manager there, asking for assistance. She requested an email confirmation to authorize the replacement, but after receiving it, she said it wasn’t sufficient and refused to proceed. A week later, when I called back, a customer care representative assured me she would process the replacement order from her end. I asked for confirmation or a reference, which she provided immediately, promising I would receive my phone within a week. I was pleased and shared the news with my friends. However, a week later, when I called to follow up, I was told that my request was not in the system. I provided the reference number, but the representative said it was invalid, as it should have had 16 characters instead of 12. She then advised me to contact the manufacturer, not realizing that this had already been done and the manufacturer had confirmed my phone was a T-Mobile device. At this point, I am questioning the legitimacy of T-Mobile customer care. How is it possible to receive a fake replacement order? Why have I been made to travel to T-Mobile shops four times based on false promises? What can I do to resolve this issue? Thank you for your assistance.Phone upgrade issue
On May 2 I went to retail store to upgrade 2 phones on the account. Rep didn’t see anything available for a one military plan and called RSA support and was given a P739 promotion code which gave a 50% discount over 24 months. He hade the conversation on speaker the whole time so i heard the whole conversation. I do the deal and we rest my old phones to factory setting wiping them clean (old galaxy phones) and they keep old phones for trade. I notice on my account the notice that the 2 trade in devices are still due. I call customer service they say they have not been received they need proof. I go to store manager provides proof of shipping and then verifies they are at the warehouse. Call cust care oh yea we have them but they have security locks on them and have to tell them again no phones were factory reset prior to shipping. cust care says just a min let me check then hangs up or we get disconnected after 10 min. She calls back and states ok phones are fine and bill will be adjusted next month and i ask what will the amount be and am put on hold the disconnected. I call back after 15 mins and get another rep go through whole issue and sorry sorry sorry I will get this fixed in the end she says yes I'm eligible but I need to go back to retail store and they have to apply P739 code. Go back to store with original sales guy and he calls RSA and they say it can’t be applied!!!! Store recommends calling care again. I do and this time am told that I'm not eligible for that promotion code. Why would I trade in and ship phones that worked for a promotion I wasn’t eligible for. They send me back to the retail store.. I’m in an endless loop of no customer support HELP!!!Do you feel scammed by tmobile business?
Ok I’m going to be as detailed as possible so I can see if anyone out there is having the same issue or can potentially help me resolve mine. On March 3rd 2024 I made a decision to open a T-Mobile business account for my non-profit organization. I’m a Gold Star Child which means I’ve lost a parent to the military & I mention that because it’s the reason I even was interested in doing business with T-Mobile. Many Gold Star organizations sing the companies praises & they also offer us a discount which is something I appreciate even after my less than ideal experience. It was on the 4th that I went into a physical location in Iowa. The staff there & myself sat there for 3 hours sorting out the details. But at the very end their system in store malfunctioned & they were unable to take any payments. They told me to come in the day after next. On the 6th I went in again & again we sat for a few hours. Only to be hit again with a roadblock that required someone with more authority to help get approval. After listening to the staff complain they were scared to call their supervisor I said I’d talk to him if they weren’t so inclined. When he got on the line I explained my frustrations & he asked me for patience. Told me he’d be there the following day & he could help me then. 7th came, he wasn’t there. Although I had been hesitant to do something over the phone I had just about had it with the store experience so I asked for the number to the business department & tried there. All went well over the phone & via email so on the 8th I paid a $700 deposit. Then went ahead & cancelled my existing cell service with another company. As I was assured by the business specialist that my new phones would be shipped overnight. Delays with shipping postponed the arrival of the new devices until the 11th but I patiently waited & made do without a phone for a few days. Working around it the best I could. On the 11th I eagerly awaited as the tracker had the phones in my town. It was very exciting! Until 2 hours before they were set to be delivered I got a message saying T-Mobile had cancelled the delivery & requested a return. When I contacted my business specialist they were shocked & told me it was certainly a mistake. It wasn’t. T-Mobile wanted more documents for verification which is fine with me, I just wish they had asked prior to them reversing the delivery. So I emailed a very specific email they gave me with what they asked for. Customer support said on a call that they would have an answer for me that evening. They didn’t. By the 13th I was done with this goose chase. No one had contacted me by phone or email & no one had any answers for me so I gave up. Requested a refund & was told it would be back in my account within 2 weeks. That would have been a dream! After 2 weeks I checked in, nothing. After a month, nothing. Then almost 2 months later I got a bill in the mail saying I owed T-Mobile money for the account they cancelled & I had already been told I was being issued a refund for! So I called furious & demanded to know when I would get my money back. Instead of giving me a direct time frame or date the customer service representative told me the process. She said the phones had to be returned by the delivery company then inspected by their people. After which point they would schedule me for a refund roughly 6 weeks after that. When I explained how I never even touched the phones & how there would be nothing to inspect because they never crossed my path so any damage would have been on the delivery company. I was told there was nothing anyone could do. As upsetting & unfair as that was I was even willing to roll with that until… A second bill with later fees now tacked on showed up. Additionally the phone still seems to be stuck in shipping limbo. T-Mobile says the might have it but they’re not sure, the delivery company says it’s still being returned & I'm still stuck without my money! At this point it’s not even just the original $700 loss that I’ve had to carry. I’ve got the fees for cutting my old plan, fees for reinstating it, the travel cost, bank fees, time lost & stress gained all because I thought T-Mobile was good people. I feel like I got played. Please help.
Tmobile over promise and cant keep it.
On May 16th, I inquired about a promo for an iPhone without changing my plan. I believe I spoke to Mcalvin. He informed me there was a promo for a free iPhone 15 for adding a line without changing my plan. I even asked him multiple times if there was a catch with the promo, and he specifically told me the only requirement was to add a line, with no need to change my plan. I told him I would call back the next day because I wanted to decide on the color of the iPhone I wanted to buy. On May 17th, I called to buy the iPhone and spoke to Dem. She informed me that she couldn't fulfill the request as she couldn't find the promo. However, she assured me that T-Mobile would honor the promise Mcalvin made on May 16th, as she heard the conversation I had with him. She promised to call me back the next day on May 18th, and even said she would personally call me back after 11 am Chicago time. On May 18th, I was waiting for a call back from Dem at T-Mobile, but unfortunately, nobody called me back. Later that day, I decided to call T-Mobile and spoke to Iza. After our conversation, she listened to my conversation with the first agent, Mcalvin. She confirmed that she clearly heard Mcalvin tell me about the free iPhone by adding a line without changing the plan. Dem said that T-Mobile would honor the promise he made to me. However, because she was not the one who made the promo on May 16th, she made an appointment with Mcalvin for Monday after 6 pm Chicago time. On May 19th, nobody called me. I called T-Mobile again and spoke to Gladys. I explained what was happening, and after a few minutes, she told me she couldn't help me because there was no promo. I requested to speak to a supervisor. After waiting for over 20 minutes, he finally answered me. The name of the supervisor is Charlie. He told me that he couldn't help me and he couldn't override the system. I requested to speak to someone higher up who could override the systems. He told me he was the highest position in the department and nobody could help me. I told him every company has higher-ups. I asked for the email of his boss, and he told me their boss doesn't have a company email. I know that's a lie because everybody, especially in a multinational company, has a company email. I mentioned to him that the conversation I had with him was recorded by T-Mobile. He rudely hung up on me. What kind of supervisor is he? He should not be a supervisor if he can't handle situations and the only option is to hang up on customers. I called T-Mobile again and spoke to PJ. She was more respectful and understood my situation. She tried to calm me down and find a solution. She claimed that she would request an investigation at my request, and I should wait 2 to 3 days for a call back. I just want to give a shout out to PJ; she should be the supervisor and not Charlie, who can't handle situations. He should be retrained as a supervisor. All I wanted is for T-Mobile to honor the promise Mcalvin made to me on May 16th. If you truly care about your customers, you should investigate and listen to my conversations I had since May 16th and honor what I was promised about the promo.I am starting to think you can't teach old dogs new tricks...First order/account vanished
To keep this short, I am .. no wait- I was born sometime prior to 1960, technology and I haven’t been the two peas in a pod that I would have liked to be- My daughter on the other hand, has been glued to a computer screen for as long as it used to take dial up to connect each session. She preloaded my hand me down (from her of course) ipad and laptop with all this information that basically, each form I fill out, I just click and select the saved answer. I wanted to do something nice for her as she has been struggling with her cell phone company insurance company, so I gave her my phone, I was going to try out a brand new iphone. I filled out my application, was approved for a generous 0.00 down, only had to pay 137 and sign a lease and even spoiled myself with next day delivery. The money was taken out of my account and is no longer pending, it went through. The email I know I typed in , is not validated in their system. I received the page that said congratulations on the order, w/e received the order, something like that- but never thought to save or print that page. Tmobile will not help me look anything up! I know its unhelpful that I have no order number, nor email I signed up with- But i have my bank receipt showing funds were paid-can that not count for something? No order arrived and its been four days. Has this happened to anyone else? Am I simply screwed?
tmobile created return label to return 4g equipment, i doped at ups store and ups lost thenpackage
T-Mobile created a label to return 4g lte cell spot, I droped it at the ups store but ups lost the package. T-Mobile charged me for the equipment and I found out that the equipment is lost by ups and T-Mobile does it want to file a claim and they are saying it is my responsible to get the equipment to them. i spoke to ups and opened a claim. Now the claim is approved but since T-Mobile is the one who created return label they wanted T-Mobile to provide documentation for the value of lost equipment so that they will pay them. No one at T-Mobile is addressing this and I am not sure who to reach out now.