customer support

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Customer Relations
Cristina Molina Central Florida cristinamolina71@gmail.com Dear T-Mobile Customer Relations, I am writing to lodge a formal complaint regarding the distressing experience my family and I have faced since transitioning our services to T-Mobile. On 11/18/2021, we visited the store to switch our service from Sprint to T-Mobile. We were promised a plan for Magenta Max for five lines with four new phones, one transferred phone, comprehensive insurance coverage, and a BOGO deal for two iPhone 13 Pro Max and two iPhone 13, with one line free. The total cost was quoted to be $405 without automatic payment. Unfortunately, this offer was never realized despite numerous calls to both store representatives and supervisors, who assured us they would rectify the situation but failed to do so. Despite receiving empty promises of resolutions and no callbacks, no concrete action was taken to honor the initial agreement. I even presented the documentation from the store outlining the precise details of what we were entitled to, only to be met with excuses and the suggestion that I must scale down to a different plan due to misinformation provided by T-Mobile representatives. Regrettably, after exhaustive attempts to seek a fair resolution, I compromised and chose to continue with the inadequate service. Subsequently, I had to cancel one line where we brought our own phone, reducing our service to four lines. Fast forward to [05/12/2024, when our phones were fully paid off, and I made the decision to remove two lines for my family members so they can switch to the 55 and up plan, retaining two lines for myself and adding one new line, resulting in a total of three lines. Before making any changes, I spent approximately two hours on the phone with T-Mobile representatives to confirm that the third line would remain free, as originally agreed upon. I informed them of the two numbers I intended to port out and was assured that I could add the new line first and then proceed with the port-outs without any issues. As I was at a corporate store on 05/15/2024, the representative informed me of a new promotion that included getting an additional line free if I added a new line. However, in May 2024, I noticed that the promotion was removed without any replacement and no new promotion. When I contacted a supervisor, I was assured that the additional line would be added manually every month, with a reminder set to ensure I only paid for two out of the four lines. Despite these reassurances, the issue remained unresolved in June. I called again and spoke to another supervisor who promised escalation for the following month and assured me that any overpaid amounts would be credited back once resolved. At this point, my confidence in T-Mobile's ability to rectify these ongoing issues was at an all-time low. I requested for the account to be credited back the $70 for the 2 lines to be done immediately, the supervisor was able to credit that amount to account. I received a call back on July 19, only to be informed that the resolution was still pending for the next month. When I clarified that the credit should be applied immediately, as I had already lost trust in the process, the representative offered a mere $10 for the inconvenience. Upon requesting to speak with a supervisor, I encountered Carl R, who failed to address the issue adequately and disrupted our conversation. Frustrated by the lack of resolution and dismissive responses, I insisted on corporate contact information to escalate my concerns further. At this point, my confidence in T-Mobile's ability to rectify these ongoing issues was at an all-time low. While speaking with Carl R, I expressed my dissatisfaction with the lack of resolution and requested corporate contact information to escalate my concerns further. When I asked for a corporate email or phone contact, Carl R claimed that there was no such information available. When I requested proof of this call, he only provided his ID as 1266716 and insisted on scheduling a call back from someone higher than him and that that person would tell me the same thing, which exacerbated my already dwindling confidence in T-Mobile's customer service. Despite my insistence on speaking to someone higher, Carl R informed me that they do not take direct calls and that a callback was the only option. Feeling frustrated and unheard, I decided to disconnect the call and request to speak with another supervisor. I reiterated the series of events to the new supervisor, emphasizing the need to escalate the situation urgently. This supervisor then provided me with the corporate address and suggested reaching out to T-Mobile through their social media platforms such as Facebook, Instagram, and Twitter. It is disheartening that after multiple interactions and attempts to address my concerns, the customer service provided by T-Mobile has consistently fallen short. The lack of proper training and care exhibited by agents and first-level supervisors has contributed to this ongoing and distressing experience. I urge T-Mobile to take immediate action to rectify these issues and restore my faith in the company's commitment to its customers. I implore for a resolution that addresses the discrepancies, restores the promised benefits, and ensures that future interactions with T-Mobile are conducted with professionalism, integrity, and efficiency. All this should be recorded, and you should be able to pull these calls. I eagerly await your prompt response and a comprehensive resolution to alleviate the frustrations I have encountered. Thank you for your attention and assistance in addressing this matter.
Solved
Paloma456
10 months ago Place Apple
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11 months ago Place Apple
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melisaj99
3 years ago Place Apple
2KViews
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8Comments
HUGE Issues Waiting For My iPhone 14 Pro Max, What Should I Do??
I ordered my iPhone 14 Pro Max 512 gb Gold back on September 17. On September 26, I received notification that the phone would be delivered, with the estimated delivery date on September 27. I was also already charged on my card for this, which I have been told means that the order should be ready to go (to this day, have not received any refund of some sort, the charge is still there). Come September 27, no package, no update on T-Mobile end (checked website, app, called 611), as well as no update from the UPS end either. The UPS tracking number is showing up as “Label Created” on 9/24 with no other update. In the following weeks, I have tried calling T-Mobile to check on the order status, and I always get some variation of “keep waiting, it will come soon”, when there is clearly something wrong with the shipping process. T-Mobile is claiming that they had already sent out the package to UPS, while UPS is claiming that they never got the package to begin with. I am in a very difficult and frustrating position because neither side seems to want to claim responsibility, and I feel very disappointed and extremely frustrated with this whole process. I have even tried going in store to ask a store manager, and they have also been unhelpful and told me to keep waiting. At this point, I am at a loss of what to do, and am also worried that if I end up having to create a new phone order, that they will be careless in forgetting to include my original $1000 off trade-in promotion no matter how much I remind them. I have also been told that people who are now ordering the same iPhone Pro Max in store have been getting it within 3-4 days which is really discouraging to hear. I am just beyond frustrated and at a loss, it has been a huge roller coaster of waiting and also negligence on T-Mobile’s end for missing scheduled calls and failing to update me on the situation. If I have to call customer service one more time and listen to the horrendous elevator music I might just have to rip all of my hair out. //update: Was finally able to get some help filing a handset research escalation report to find out what happened to the phone. Have to wait 7 days to see if they can find anything, and then might have to order a new phone if necessary :’(. Frustrating but the wait continues...
happyraining
3 years ago Place Apple
346Views
0likes
1Comment
I phone 12 max pro is showing email instead of phone number when people want to call me
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mgrue20
3 years ago Place Apple
150Views
0likes
1Comment