We have been T-Mobile customers for 8 years or so now. Before they became popular the customer service was amazing. They are still very nice, but the knowledge is very low. I have had several issues this year, all that had to be resolved by the Customer Loyalty Department. Representatives no longer have the correct information and make it up if they do not have it. My last issue, the Customer Loyalty Department had to have the phone call pulled and they verified I was given incorrect information.
Today, I decided that due to the upgrades to the messaging service, I would transfer my Google Voice Number back to T-Mobile to replace the current number (I have masked it with my GV number). I spoke to a woman named Nina from the "transfer center" this morning at 9:36am. She seemed to have no clue what Google Voice is or what I was trying to do. I repeated myself several times. She had pulled up my account, yet still said "Welcome to T-Mobile." This alone was a sign to me that she was not listening to me. She claimed she understood what I was saying, but then advised me to carry both devices with me until the change. Again, made no sense since GV is not a physical phone. I finished up with her and immediately called back to verify that she had taken the information correctly. At 7:40pm, I called again as I do not trust the representatives at this point. The gentlemen told me that it was in Google's hands and they were just waiting for them. I logged into GV to find the following message:
1. Warning: Google Voice has successfully approved your request, but the carrier to whom you are porting hasn't completed their necessary action. If you are still having issues and your number doesn't successfully port in 2-3 business days, please contact your new carrier for support, as Google Voice is unable to take any additional action.
I called the Customer Loyalty Department at 7:40pm and the woman I spoke with assured me that she would not get off the phone until she got an answer. She called the activation department and found that it was in fact in T-Mobile's hands. Yet again, I was given incorrect information by a T-Mobile Rep. After I spoke with her and she assured me it would be done within the 24 hours as promised, I found out that the original representative, Nina, left a voicemail at 8:08pm on another line on the account. Keep in mind, she wrote down my number in case we got disconnected. Her message stated that Google had approved the transfer, but she was unsure if we wanted a new line or if it was going on an existing line.
Now, I am on the phone with Customer Loyalty and I had to share my story again to yet another representative. I do not understand why t-mobile is hiring representatives that do not know how to do their jobs. I am not upset at this point. I am actually angry.
Today, I tried to convince my cousin to switch her 4 lines to T-Mobile as most of the 8 years have been great. The representative who answered the phone told me that T-Mobile would pay the early termination fees. I asked about moving their iPhone 6s from Verizon to T-Mobile. She said it would not be a problem as iPhone 6s have all antennas in them. I put my sim card in both phones to verify, called Verizon to check their services, looked up the plans on t-mobiles web site and wrote down all the information for my cousin on how to change it. I spent 2.5 hours doing this for her only to find out that the representative who knew she had iPhones from Verizon failed to tell me that she would need to trade those in to pay off the early termination fees. That made the deal completely not worth it and yet more time wasted by mobile.
And as an update, the Customer Loyalty Department gentlemen just blind transferred me to the transfer department. They did not have the request correct at all. She could not explain to me why it was not done correctly. She stated that she was inputting it correctly and it now showed correct in her system.
I am in shock at how much time I have spent both insuring that t-mobile representative did their jobs correctly today and how much time I wasted on trying to get my cousin to move over to the service.
I really don't know if I can keep this service.