My wife and I eagerly transferred to T-Mobile from Verizon with the prospect of better coverage here in our city. We traded in our Iphones for the promotion in September of 2016, from there we embarked on the most tedious and frustrating clusterfudge of customer service issue we have ever experienced. It has yet to be resolved.
The phones were received in late September. We did not receive any padded envelopes, so we called in and was told that we can substitute USPS padded envelopes. Instructions were to put the old trade in phones into the envelopes; then into the T-Mobile Box (the subtle black box that has the T-Mobile logo all over it, so it can announce to the whole world that there may be a T-Mobile device inside). I was told to attach the enclosed merchandise return label and send it in. I followed these directions to a T.
In October my wife contacts T-Mobile to inquire about the phones because Assurant website was giving us issues with tracking the box. The T-Mobile agent assures her that the phones were received, and wait two billing cycles for the credit to be applied.
In December my wife contacts T-Mobile to follow up about the credit. She is told that the phones have not been received. My wife is told that there would have to be an investigation that would take three days to complete, she complied and asked for the investigation to be processed. This was around New Year’s Eve, so we figured that it would be a delay. I go to the location where we originally opened our account. None of the in-store representatives were either helpful or professional. They were busy talking to each other about taking T-Mobile trainings rather than go through this inquiry I had. After this whole ordeal, I do no blame them for not wanting to deal with this.
In January, I was tasked to handle this issue. I considerately waited till 1/9/17 to follow up on a three-day investigation. I am told that the investigation was never placed. I asked them to process it again and I will call back in three days. On 1/13/17, get a representative by the name of Juvy. At this point I am writing down names. Juvy informs me that the investigation was never placed. I tried to remain calm, and requested that he processed it again. He actually called me later on that night and told me the inquiry was being processed.
I follow up on 1/20/2017, I get an agent by the name of Dennay (1049397). I explained to her my four-month ordeal. We uncover several issues. I give her the tracking information from the label that was sent with the new phones. Dennay tells me the label was incorrect. Dennay investigates, she tells me the phones were received at another warehouse and unfortunately they are damaged. This is where I nearly lost my mind. She assures me that she will look into it and after speaking with her supervisor, they will “eat” the loss because she ‘does not believe someone who has put so much effort into this, would be trying to scam them.’ I inquired why I was given the run around, and she candidly tells me, that some agents will give the customer the run around to get them off the phone. She assures me that the credits will be applied to the account by February 1st and she will call me herself.
It is February 2nd and I have not received a phone call. I call T-Mobile again, and I am greeted by Vanecia (8474681). We go over the issue again. Vanecia tells me there was no credit coming and there was no investigation that was placed. At this point I nearly threw my phone through a wall. After voicing my frustration and disappointment to Vanecia, I am told that she will be placing the investigation and although she thinks that “I don’t believe she would,” assures me, yet again, that she would be calling me by February 9th. I told her let’s do the 10th, in case there was any loose ends.
It is February 11th, still no phone call. I call in to inquire about a phone call I did not receive and I asked for a manager. The agent connects me with Kinyada. I explain my situation again. Kinyada tells me that Dennay denies promising the credit. I become infuriated, but I was too disappointed to yell. Kinyada then tells me that she will pull the recorded conversation and investigate this. She assures me that she will call me on February 13. Kinyada confirms the credit amount I am to receive and that she will make this right, even if there is no recording. She gives me her phone number and we schedule a call for 7:00Pm eastern time. I am hopeful.
Monday February 13th, 7:15PM, I receive no phone call. I call Kinyada at the 706 area code number. It is a voice recording. I am still somewhat confident in Kinyada so decided on waiting a few days before calling back.
February 14th, I receive a text. It is Kinyada confirming that she would call me February 20th, 2017 between 3:00 PM (EST) and 4:00PM (EST). I called in to T-Mobile and spoke with a Mary. There is no reason to write down any employee ID numbers at this point. She says that the investigation is still in process, quite the opposite of the assurance that this issue would be resolved on the Feburary 14.
I have been given the following reasons:
- 1. T-Mobile received an overwhelming amount trade-ins and business, so there will be delays.
- 2. My phones were not found or never received.
- 3. My trade in phones were found, but sent to the wrong warehouse. But they are damaged.
Hopefully Kinyada is still investigating. Hopefully Mary follows through with looking into that investigation. But I have been promised a follow-up call three times. I received none. I have received texts, but no response after that. Now as of the 20th, I have spoken to an Albert and a Rachel. Albert tells me that the investigation is in process. Today Rachel tells me there are no updates, but she takes down some additional information to see what she can do. I hope she can.
So what should I do at this point? Has anyone who has been through this, found a resolution to this? I tried to go through the proper channels, but to no avail.