Good Morning, so I have been with T-Mobile for 11 months now. Since I have been with T-Mobile there have been a lot of issues.
#1 the bill is never the same amount they say it's going to be.
When you sign up they tell you that the bill is going to be a certain amount but it changes with these arrows ever year. Then you pay for the Jump service but they fail to tell you that you can't update your phone without a deposit if your bill isn't paid on time. Well it's hard to pay a bill on time when you aren't receiving one.
#2 We have not received 1 bill since switching over to t-mobile.
So just about every month I have to set up an arrangement because for some reason we do not receive a bill. I have addressed this issue several times with T-Mobile. They want you to go paperless however can't verify if they have the right email. I know they had the right email because in the 11 months I have been with them I have one email on June 1st for the Thankaversary notification. To avoid stating that they have NOT sent me a bill they try to say we haven't been getting bounce backs, like I'm lying.
#3 We get no notifications of payment arrangements until after the date
The only notifications I am receiving is when the bill is past due, again due to the fact that we are not receiving bills. So I go in to make a payment arrangement and after you hit submit the arrangement disappears. So you have to basically have a photographic memory or keep calling to get the dates of the payment arrangement. If T-Mobile will focus less on the commercials and more on making sure the customers are getting the service that they pay for then maybe it would not be so many complaints. I shouldn't have to keep calling over an over again due to the fact that you all don't send any notifications.
#4 Customer service acts like they are doing you a favor
When you talk to customer service they say or we will do this for you this time only. No you will continue to do it until you take responsibilities for your actions as anyone else has to. Now if I was getting a bill and haven't complained about this before then it's my fault. Due to the fact that T-Mobile can't show proof that I have received notifications and bills and copies of payment arrangement then that's that their for fault. it's the fault of people not pay attention to their jobs and I don't pay more due to lack of attention on a companies part.
I'm very disappointed with T-Mobile because a lot that is going on with my account is due to them dropping the ball. We have to pay a deposit for not paying our bills on time when we don't receive them. We have to pay restore fees due to not receiving the bills and notifications of payment arrangments. Everything i am saying i can back up with my emails and phone text messages. Can they do the same. T-Mobile is going to have to do a lot for me not to take this further. The proof is in the pudding, well in my phone and email.