Forum Discussion
How do you contact T-mobile's complaint department? Is this it? How do I email or write the CEO?
This company has engaged in false advertising, unintentionally I trust. Yet, why should I bear the expense of their care team’s error.
In trying to take advantage of the buy one get one offer, I was initially told I needed to pay $300 down, I did that. After taking payment, the young man came back and say I needed to pay full price for phone to take advantage of offer because there was not enough credit expended and all phones on plan needed to be covered by credit or cash. I paid full price $748 for phone. We had a long back and forth conversation about how I would recoup the $300 that’s already been paid on what should essentially be a free phone. My take away was $16 monthly would be billed, then a credit of $29 would be given. Ok, if it has to be this way, I do get my money back. This didn’t happen. After humorous call and countless unkept promises, I have been told that the young man should have told me I didn’t qualify for that promotion and we can split the difference, I need to pay half price for the phone. That I not viable solution for me.
I need/want contact information for Mike Sievert, President & Chief Executive Officer and Callie Fields, Executive Vice President, Customer Care. Mr. Sievert lauds a focus on “fixing customers pain points”. The above isn’t the only pain this customer has experienced with T-Mobile. I have called customer care sooooo many times and I will say they all seem and sound knowledgeable and they are nice and courteous. I have only connected with one knucklehead. They all tell you they have provided the best solution for you but the solution is not finalized. The promise to call you back and do not. They send you contact info to call them back and the contact info do not work. I have unresolved issues and there is no way to contact an officer that can make a difference.
hello so this is what happened ok my phone screen cracked so i put in a claim ok so they sent me a replacment phone but to my surprise when i tryed to tranfer my imformation to the new phone it didnt work i tryed for like 2 hours come to find out the phone was defected thats what they told me when i took it to tmobile office they tried everything didnt work so remember i paid 100 dollars for this replacement phone so i called tmobile and told them the situation they had the nerve to tell me to call assurant ok so i did they couldnt help me they told me to call tmobile back ok i did so they had me talk to warranty cusomer service ok so before they said anything i ask for my 100 back the ignored me of course so the said they are going to send another phone ok so i went to pick up the phone and guess what it didnt work either i am so pissed off so now i wanbt my refund do you think this is right
Shawn Brantley wrote:
I have been a T-mobile customer for the last 20 years 4 lines once I had 5 lines and its really disappointing to know that all that time I have spent with this company 20 years more time than most marriages last is all for nothing you are no more valued at T-Mobile if you are with them 20 years or 2 days I made a simple request on Wednesday 05/22/2024 to pay my bill on Friday 05/24/2024 I thought this request was reasonable since I have been a customer for 20 years surly I would be given 27 hours to pay a bill that I have paid for the last 20 years.Friday morning awoke to my phone being suspended and additional charges added to my account for restoration fees so I called customer service and was told there was nothing could be done the system automatically suspended me after I talked to live person and explained why I would have to pay on Friday 05/24/2024 so I paid as I agreed to then I was told my new bill was due it's 3 days old to restore my service so for my own mental health I decided to end the call I was completely horrified knowing that a company whom I have made a commitment to for the last 2 decades has know concerns for my situations as long as they get paid they could care less what you have going on I know T-Mobile is only required to provide a service but it would be nice to know that if I had a hardship or change jobs or anything that a company I have supported for 20 years ,2 decades would have the decency to support me when I need it but the truth of the matter is t-mobile would not I only ask for less then 2 days and when you stack that up against 20 years its embarrassing but T-mobile has know shame in requiring more from their customers that what they are willing to provide them selves which is Loyalty I have truly loss all respect and trust for T-mobile and it's distasteful way of conducting business to the point I'm currently looking for a new phone provider there are more options now then 20 years ago wake up people!
The same things happened to me exactly.
I have been lied to from the beginning.
1. I was told I qualifed for a certain phone and I just needed to pick it up at the store. Lie
Had to get a phone I didn't want.
2. My first bill was 47. 00 then my next one was 470. With all kinds of things I did not order or get. Including 7 lines. Lie.
3. Bill was suppose to be under 200 am month. Lie. It has been higher each time. Lie
4. Was told I would get a 200 visa. Lie
5. Made payment arrangements. They still disconnected the phone. Then charged me a 200 reconnect fee.
6. They send out 2 bills a month.
7 the bills have never been set up on my pay days. So I'm always "late."
8. When I try to resolve any of it I am told to pay my bill on time. First of all you guys padded my bill, lied to me about everything, the bill is almost triple what we agreed on, and on top of that they even charge for customer service.
WORST SERVICE I HAVE EVER HAD. AWFUL. LIARS. THEY DO NOTHING THEY TELL U THEY WILL DO. Basically they lie to get u with them and then do whatever they want. Worst decision switching from ATNT. My bill was the same every month. One time a month for 75 dollars always the same. And better service. Definitely better customer service. Free.
I have been a T-mobile customer for the last 20 years 4 lines once I had 5 lines and its really disappointing to know that all that time I have spent with this company 20 years more time than most marriages last is all for nothing you are no more valued at T-Mobile if you are with them 20 years or 2 days I made a simple request on Wednesday 05/22/2024 to pay my bill on Friday 05/24/2024 I thought this request was reasonable since I have been a customer for 20 years surly I would be given 27 hours to pay a bill that I have paid for the last 20 years.Friday morning awoke to my phone being suspended and additional charges added to my account for restoration fees so I called customer service and was told there was nothing could be done the system automatically suspended me after I talked to live person and explained why I would have to pay on Friday 05/24/2024 so I paid as I agreed to then I was told my new bill was due it's 3 days old to restore my service so for my own mental health I decided to end the call I was completely horrified knowing that a company whom I have made a commitment to for the last 2 decades has know concerns for my situations as long as they get paid they could care less what you have going on I know T-Mobile is only required to provide a service but it would be nice to know that if I had a hardship or change jobs or anything that a company I have supported for 20 years ,2 decades would have the decency to support me when I need it but the truth of the matter is t-mobile would not I only ask for less then 2 days and when you stack that up against 20 years its embarrassing but T-mobile has know shame in requiring more from their customers that what they are willing to provide them selves which is Loyalty I have truly loss all respect and trust for T-mobile and it's distasteful way of conducting business to the point I'm currently looking for a new phone provider there are more options now then 20 years ago wake up people!
rjasonevans wrote:
Call and ask for Customer Retention. Customer service will keep telling you they can help but just repeat customer retention and they will transfer you to them or tell them to close your account and they will immediately switch you. They are the only ones that can actually fix anything.
There is absolutely no retention department to speak to. Team of Experts (Account Care) is your retention. When you ask for retention, you probably are speaking to global care (Not based in US) and they just put your call back into the que and you end up with a stateside rep. I can say with 100% certainty that T-Mobile hasnt had a retention department for quite some time now. Since TEX came around.did you fully switch your sprint account to a TMO account? and not the one that you were put onto when the merger happened..an actual go in and get it fully switched to TMO account?
I think your system stinks I use to pay my bill with sprint over the phone and it took two seconds and done. You waste everyone one time just to pay a bill. and then when it doesn’t work and a operator comes on you want to charge a extra !0.00 this is disgusting, you give me no choice but to choose a different vender I certainly have not been happy with t mobile maybe you should take your lead from sprint who was user friendly and didn’t charge there customer when there system didn’t work right.
you are one horrible company
My level of frustration with T-Mobile is through the roof . . . so many problems. Then, one day I had a great experience when I reached the Meridian Call Center (no idea of the city or state). They fixed the screw ups and were the only people at T-Mobile that were worth anything. As a matter of fact, they told me that the offshore call centers are told to be very nice and DO NOTHING. I have sent two letters to the Customer Service Department in Albuquerque, NM (the address listed on the T-Mobile website) As you might expect, I got no response.
The best advice I found on this tread was calling Retention Department. BTW, can they fix anything or do I just threaten to go to another carrier? I wouldn’t mind staying at T-Mobile (believe it or not) if they did anything to address the concerns of the customers.
BTW, every time I call 611, I ask to speak with the Meridian Call Center and they say they have no way of reaching them so, the only people they ever helped me, are unreachable. Sounds like something out of the book Catch-22.
I have been a T-Mobile customer for 20+ years. Up until now, I have been happy with their service. However, about a week ago I began to see advertisements for free I-Phone 14+ and Samsung S23 phones for new customers. I called into T-Mobile support on Monday 2/13/2023,27 to see if they would give me the same offer they were giving to new customers. Previously, when I dialed 611 or called T-Mobile customer service, I spoke with someone in Texas. The last time I had an issue was a few years ago, so I was surprised that the Customer Service people are now in the Philippines. It is difficult to communicate with the representatives due to the lag time in each other's voices as well as their accent. That resulted in both of us talking over each other multiple times.
In any case, I called on Tuesday, and, after waiting on hold for 27 minutes, I hung up and called back about a half hour later, and, again, waited on hold for 39 minutes. The Representative who answered was very nice, and after hearing my question, and doing research, he told me he would have to speak with a supervisor who would call me back withing 24 - 48 hours. The first person who called me back went to voice mail (my phone never rang), so I was unable to speak with them. The next person that called me back was on Friday 2/17/23, and they simply said that they were still checking into it and would call me back within 24 - 48 hours. They called back today, and again, their call went right to voice mail (my phone never rang). I called in to try and get an answer, and, again, waited on hold for 35 minutes. The Representative who answered was unable to answer my issue, and said she would have to bring in a supervisor who would call me back. I told her I would prefer to hold on since I didn't want another call to go directly to voice mail. After waiting another 5 minutes or so, the supervisor, EUGENE ID#231010, came on the line. He refused to read the notes on my file, and insisted that I go over all of the details with him again. He was absolutely no help, and was also very rude. After all of this, he told me the offers I was seeing were only for new customers, and he would offer me nothing. I said I guess I will look into going to Verizon, since they were offering promotions to new customers. I then hung up with this very rude and incompetant supervisor. About 30 minutes later, I received a message on my phone that said "sim card not provisioned mm2". When I googled that, I found that it meant that my sim card was deactivated. I went online to my business account to try and get help there, and it no longer recognizes me there. Therefore, EUGENE disabled my sim card without my authorization!!! I plan to go to a T-Mobile store tomorrow to get this resolved, but I am fuming mad at T-Mobile, and I would no longer recommend that anyone use T-Mobile for phone service. What happened to this once great company???I am a new switch to T-Mobile today, but got charged from the day I talked to the Representative, please reverse the charge and correct my bill, thanx.
