Authorized User vs Full Access

todd3368

    Please forward this complaint to the correct department. 

     

    My son had issue with his cell phone and needed a new one while he was at college.  After we struggled through the process and finally just ordered him a phone from T-Mobile online, I was informed all I needed to do was provide him full access to my account.  I logged onto My T-Mobile and change his and all other users on my account access to full access. 

     

    Today, another person on my account had issues with a phone.  They went to T-Mobile store and were told they could not do anything because they were not an authorized user.  Why can I not authorize a user on My T-Mobile?  When I asked customer service, I was given a line about protecting my security.  Here is the truth.  Having a person call in and give information over a phone to a rep is not more secure than me using the internet.  In fact, it is less because someone at your company now knows my business. 

     

    I should be able to manage all aspect of my account through my T-Mobile.  If I cannot, what is the purpose for having the various access levels listed.  Able to do somethings via the web and then making me call in for others is not more secure and is not beneficial to the customer.  A person could just as easily fraud your representative as they can a web site.

     

    Finally, I was informed by the rep that the only way to provide feedback is to email the CEO.  She offered to provide the email address, I asked if it was on the website.  The rep said the email contact was on the website.  I just looked all over both the T-Mobile site and the My T-Mobile site.  There is no simple way to provide feedback/complaints and the CEO email address is not listed.  I tried to start a chat to get this information.  After 10 minutes of waiting for an initial response on chat, I hung up.  Not a good night for T-Mobile service.

      All replies

      • An authorized user can make feature changes. A full access user knows your SSN and other private data and can open new lines and start new EIPs in your name using your credit.

        1 of 1 people found this helpful
        • tmo_lauren

          Re: Authorized User vs Full Access

          Thank you so much for reaching out todd3368!

           

          Our apologies for the confusion on getting your concerns sent up, our representatives should own their calls and do have several avenues to send feedback up the chain without sending you on a chase after senior leadership-that's definitely on us and should not have happened.

           

          I'll be happy to make sure your feedback is sent along myself so you aren't on a hunt. In the past I have sent up similar feedback and the response had been due to the risk of having someone borrow or pick up the Primary Account Holders device, getting into an already logged into app, and proceeding to add authorized users who can later go into a store with ID and make purchases or changes has been a big concern. That said, we consider ourselves an agile company and what was once the case doesn't mean it always will be, and we definitely are in the business of doing what is best for our customers and are always looking for feedback.

           

          Thank you for bringing this to our attention and I will certainly have your feedback and experience passed along!

           

          Before I finish, I just wanted to check to see if the issue your son was having with his phone had been resolved, if not, please let me know if there is anything I can do to assist!

           

          Thank you so much.

           

          -Lauren

            • genel

              Re: Authorized User vs Full Access

              Hi Lauren.  I have a similar situation.  I am a member of a "friends and family plan" (not the primary).  I would like to be able to purchase a new phone or accessory for MY OWN ACCOUNT with my own form of payment without affecting anybody else.  What user status must I be in order to do this?  How do I accomplish this?  I almost missed out on a good deal from T-Mobile because I was getting the run around while on the phone with T-MO.  Finally got the primary user to purchase for me.  He will not always be available everytime I need to do something with MY account.


              Hope you understand my situation.


              Thanks