Completely disregarding any customer's concerns or ability to get help...
I’m writing this out of complete frustration and anger with some apparent “changes” to the Customer Care outlet/option that T-mobile provides. To preface all of this; I have been a T-mobile customer for over 25 years now, and there was a legit reason that that has been the case. T-mobile had been (until just recently), the “spotlight” service provider, out of all of the major players in the market. This has unfortunately taken a pretty disgusting turn; My account information has been compromised, and I have plenty of proof to show that it’s some entity that gained access to T-mobile’s system. I hadn’t been privy to some important information previously (and T-mobile certainly didn’t make it known to me), but a situation that I’m (still) dealing with, makes it BLATANTLY OBVIOUS that some person/group/entity has gotten my account’s personal information, that ONLY would be found via my family plan with T-mobile, and I have done some research following this situation: — T-mobile has had at least 3 major security breaches since 2020. At least one of these resulted in T-mobile settling out-of-court in a class action lawsuit, for something like $31,000,000.00 (without admitting fault). I personally did not get any notification of this happening, or the hack even happening, so I have zero clue if it applied to me and my information. But again, I am experiencing a situation that leaves no question, that someone has accessed information they could ONLY have gotten from accessing the T-mobile system. — As I mentioned above, I have been a T-mobile customer for over 25 years. I mention this, because it was somewhere around year 22 or so, that we were told that our “loyalty” as T-mobile customers for so long, would allow us access to a “dedicated” group of “Customer Care” individuals, every time we called 6-1-1. To their credit, that actually DID happen for a decent amount of time (but it’s hard to say how long, because needing to call 6-1-1 wasn’t very often). BUT NOW, when I call 6-1-1 or even the general 1-800 number for “Customer Care,” I will have to wait on hold for no less than 30 minutes (I say this with conviction, because I’ve tested it out MANY times now, and have also started taking screen shots). It is not a joke when I say 30-minute wait, because I can literally watch the timer on my call get past 30 minutes, and ONLY THEN does someone answer. BUT ALSO, anyone that answers, is ONLY someone from a subcontracted call center in the Phillipines. I have NOTHING AGAINST THE PHILLIPINES OR PHILLIPINO PEOPLE. I want to make that absolutely clear. The reason that getting connected with any T-mobile representative in the Phillipines is terrible, is that T-Mobile DOES NOT GIVE THESE REPRESENTATIVES THE FULL ACCESS TO INFORMATION ABOUT A CUSTOMER’S ACCOUNT, so effectively, they can’t do to actually help! It’s beyond frustrating, and arguably a violation of the Terms and Conditions related to a customer’s account and contractual obligations with T-mobile. T-mobile is NOT providing the service they have agreed to, full stop. You cannot connect a customer/user, with a team of individuals in the Phillipines, who themselves DO NOT HAVE COMPLETE ACCESS TO THE INFORMATION THAT IS NEEDED TO ADDRESS A CUSTOMER’S ISSUE(S). The whole situation is a trash money-grab by T-mobile, to cut cost by NOT paying individuals in the United States for these jobs, outsourcing the responsibilities to subcontracted (not considered T-mobile employees even) Philippine call centers who pay their employees exponentially less than what someone in the United States would be guaranteed by law, AND T-mobile doesn’t even equip the individuals answering the calls in the Phillipines with enough ACCESS TO INFORMATION TO EVEN SOLVE THE ISSUES THAT ANY GIVEN CUSTOMER/CLIENT IS NEEDING HELP WITH! It’s an absolute show, and it is all completely intentional on T-mobile’s part. This situation is all completely by design. I challenge ANYONE reading this, to attempt to reach a “Customer Care” representative in the United States. At the bottom of this post, I will leave every one of the numbers I can find for T-mobile, and I wish you the best of luck. IF it turns out that this situation is specific to me alone (which I highly doubt), then it STILL would show that the process of T-mobile for addressing issues with a customer, is HIGHLY FLAWED. — As mentioned above, the individuals in the call centers in the Phillipines, DO NOT even have access to the full details of any customer’s account. This is problematic on so so so many levels, but it’s even worse when they are THE ONLY option that any customer is given, when said customer is trying to address a problem. If the individuals whom T-mobile has hired to take care of “Customer Care,” cannot even do their job of “caring for a customer” fully, then it’s T-mobile who has set up a system to fail. — It is nearly impossible to reach a representative from T-mobile, that is actually in the United States (at least in my experience, and if it’s different for anyone reading this, then it means all account aren’t being treated the same). My suggestion, is to bombard any and all avenues of T-mobile’s areas of contact, and present your issue(s). This type of action will most definitely get the attention of those in “decision making” positions, because the complaints from each and every one of the departments will be impossible to ignore. Below is the list of phone numbers that I’ve been able to curate. I’m absolutely positive that there are more, but most of the individuals I’ve asked for phone contacts (individuals that ARE ACTUALLY EMPLOYEES OF A CELLULAR SERVICE PROVIDER), have actually attempted to provide me with a mailing address (to send a hand-written letter) or a fax number (I’m 43 and I don’t know when the last time I saw a fax machine was). In summation; T-Mobile has abandoned it’s customer base, for the sake of the ever-pressing dollar. The company has done so, with complete disregard for it’s clientele, and without even a modicum of acknowledgement to the customers themselves. What’s EVEN WORSE, is their newest line of commercials they have released, which claim things that TOTALLY CONTRADICT WHAT THEY ARE ACTUALLY DOING IN ACTION. So so so so SO disappointing… Accounts Fraud: 877.382.4357 Customer Service for Accounts: 855.478.2195 For T-Mobile For Business: 1-844-290-1058 Consumer Sales: 1-800-T-MOBILE T-Mobile High Speed Home Internet Sales: 1-866-409-9215 T-Mobile Home Internet Tech Support: 1-866-419-2853 International callers: 1-505-998-3793 Bill pay: 1-877-453-1304
