In September 2016, when new iPhone 7 came out, I was looking for switching a provider and buying a new phone. I stopped by T-Mobile store located in Galleria mall (Houston, TX) to talk to the representative about prepaid plans.
Instead, one of the representative at the store, Jerome, convinced me to sign up for “last day” promotion “trade-in your old phone and get a new one” with a 2 years service contract. He assured that I can cancel this contract any time before the IPhone 7 is shipped. There was a backlog on IPhone 7s and my estimated shipment was between 11/01/2016 - 11/30/2016.
A couple weeks later my current provider offered a better deal, and I decided to cancel T-Mobile plan. I called back to the store and they told me that they don’t handle cancellations, it needs to be submitted to customer service by calling a general line.
Customer service didn’t help me either explaining that shipment has been already processed and I needed to wait until I receive box with the phone. Once I receive the box I can return it back to the store where the order was placed..
When I came back to the store, they refused to take the box back and suggested to call customer service again, as they don’t handle returns. It made me feel that none wants to deal with the returns, and T-Mobile only cares about increasing their sales and not the customer satisfaction.
I called the same day and the representative was able to cancel my account, he instructed me to place a return labor on the box and drop it off at any UPS office.
I did exactly what he told me and went to UPS store next day, however they said they wouldn’t give me a tracking number since it has a return labor, also they suggested to take it to USPS office. At USPS office they also refused to give me a tracking number.
All I could do is to take a picture of the box before sending it.
Afterwards, I received T-Mobile bill showing that I have a balance of $785 . I called to the customer service and notified that I mailed my box on November 9. They opened investigation case with the Handset order research department and told me that they will reach out to me. I haven’t received any follow ups from them.
In March 2017 I received a call from collection agency saying that T-Mobile placed my account under their control. I called T-Mobile customer service right away and explained that I have sent the phone back on November 9 and that my account was placed with collection agency. The representative said that she can help to resolve it and she opened a new investigation and told me that it will take in between 5-7 business days.
I called 7 days after, they told me that they haven’t found anything and assured that I shouldn’t be worried, as they will continue investigation and will reach out to me once the phone is located. It was obvious that none is looking in my case and not trying to locate the box with the cellphone. Thus, I decided to call Assurant Solutions warehouse myself. It is a T-Mobile insurance carrier and their address was on the return label. Fortunately, they were able to locate my phone based on the tracking number I had on the return label, they told me that T-Mobile doesn’t know what to do with this box. They advised to call T-Mobile customer service again and do a conference call with Assurant Solutions.
Next day I called T-Mobile and representative Kiara told me that they couldn’t find my phone, and since I don’t have USPS or UPS tracking number there is no way to locate it. Tracking number from the return labor didn’t work for her. I asked if she could do a conference call with Assurant Solutions warehouse. She put me on hold and couple minutes later she notified that there is Dorrian, representative from Assurant Solutions office, on the line. He asked for a tracking number and I gave him the one that was on the return label, the same that the representative from Assurant Solutions was using earlier in order to locate my phone when I called them directly.
Instead, Dorrian said that their tracking numbers don’t start with TMU and I have to give him USPS or UPS number. I explained 3 times to him that I didn’t receive any tracking number from USPS or UPS because they refused to give it to me as it had a prepaid return label when I was dropping off the box. I was very frustrated because he was not listening to me and kept asking for those numbers. On my question why is he checking USPS website, if I could have checked it myself if I had a number, he responded that they don’t use any other tracking numbers in their system, even though I made a point that I have called Assurant Solutions directly, and they were able to track it down earlier. I’ve got very upset with the way he handled my situation, and at the end he agreed to use my tracking number that starts with “TMU”. Obviously, he didn’t find anything in “his system”, and told me that they don’t have my box. Kiara got very excited once he told me that, and she was rushing to end the call. She said that she was right that they didn’t have my box.
Also I found interesting that when I asked Dorrian for a last name, he could only provide me one letter “P”, he said that he doesn’t need to provide me his full last name and everyone in the office knows him as Dorrian P.
The same day I called to Assurant Solutions warehouse again, and a different lady responded. She was able to use my tracking number and verified that they have my box in the warehouse. She said that if I can connect her with the T-Mobile representative, she can verify that they have a box and they can discuss logistics on sending this box to T-Mobile.
I called customer service again, and they told me that they can not do a conference call with Assurant Solutions, and it is not in their power to make decisions on this investigation.
I asked to talk to team lead and team lead said that she would leave a note in my profile, and someone from investigation team will reach out to Assurant. I insisted to try make the call and she put me on hold and hang up on me.
I called again right after and explained my situation to a new representative, she said that she needs to talk to someone, put me on hold, and few minutes later hang up as well.
After 40 minutes of waiting on the line I finally reached new representative who looked at my account and told me that my balance was sent to the collection agency, and they can not help me. It is interesting how differently everyone handles the same issue.
I believe I’m a very patient person, but at this point I got so angry and frustrated, and I asked him to connect me with the Lead team. Another Lead team opened a new investigation request for me and said that I need to wait for another 5-7 business days to get resolution, according to her, she also wasn’t capable to have a conference call with the Assurant Solutions as the investigation is handled by Handset research team which doesn’t have a direct contact. So there is no way to communicate with them. How smart! I asked her to escalate my case several times, but unsuccessful.
She assured that she will contact me in a week to provide a status update.
Clearly none called me on this day or the day after, I didn’t receive any email or mail notifications from T-Mobile.
It’s a circle! Is there anyone who is not ignorant to my situation and can help with any solutions?
I’m so exhausted dealing with T-Mobile customer service, waiting on the line for 30 minutes every time, and another 15 minutes while they pulling up my profile, and at the end getting the same answer - new investigation ticket!!! Plus it is so unprofessional to hang up!!!
Considering that it took me a few minutes to locate my box and all they need to do is arrange a conference call, how difficult could it be?
I think the customer service is a complete mess, and it is not structured the way it should be. I asked to escalate my case several times and none considered it necessary. I’m helping to connect the dots for customer service and their handset research team, so how hard is it to find a phone when they have a number and all the direction?
Hoping that someone here can help me with my case.