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harveybirdman
Newbie Caller
Joined 27 days ago
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Condescending Agent Experience
Robert started off great, but it soon became apparent that a sale was more important to him than helping me accomplish my request efficiently. I requested to cancel a line, but he instead recommended that I should keep it, be "credited" the charge for the line, and have the ability to "take advantage of discount offers to purchase a new tablet and have it updated on the same line" to avoid "incurring new line charges." I don't need the line; he even asked why I was cancelling before making this suggestion. Why was this such a challenge? After I pushed to have the line cancelled and expressed confusion about why he couldn't do this (I even asked if there were other options, like calling T-Mobile or visiting a store), he said there were no other options, which is why he offered me the discount. Extra confusing. I repeated that I wanted to cancel the line and never use it again. Having to repeat myself in an online chat is kind of silly. Robert eventually heard my request and canceled the line. He then explained that he was able to avoid the "pro-rated cancellation charges that would have appeared" and included a condescending question: "Is everything clear now?" This would have been clear if he had explained it the first time when I asked why I couldn’t simply cancel the line. This unnecessary headache was exacerbated by Robert's obviously sarcastic use of exclamation marks after almost every message. When I asked if I could submit a survey, he informed me that I’d get a chance after the chat disconnected. I thanked him for his help, and he messaged at least four more times and remained in the chat instead of ending it. After about five minutes, I asked if he was still there, requested that he end the chat so I could provide my survey, received another condescending message to "remember to keep shining!" (whatever that means), and when he finally disconnected, I did not receive a link to submit a survey. Funny, huh. Robert must know that I was irritated with the help he provided. Thanks for making me sign up to the T-Mobile Community website to submit this, Robert! Normally, I let things like this slide. Seriously, I don't see the point in negative reviews on most sites. This is a little different -- I really don’t mind taking 10 minutes to inform the company that they have agents who are uninterested in solving customer issues and would rather play with our time. (In case the team would like details, the chat occurred 6/18/25 at 6:00PM.)46Views0likes1Comment