How do I file a complaint?

magenta3450043

    I am completely disappointed with customer service and the number of discrepancies that occurred on my account between November 30th and December 6th. I spoke to a total of 5 representatives within that time span and my issue got worse as each representative got involved. This level of miscommunication is unacceptable and has cause me more problems than the issue I initially called about. None of the details from our calls were accurately documented in the call notes. It made me feel like a crazy person because none of what me and the representatives talked about in the calls were reflected in the notes. Every call was basically my word vs. the inaccurate representative notes. I requested to have the recordings of the calls be pulled to corroborate my accounts of what I was told was going to be done vs. what was actually done by the representative. I lost complete faith in T-mobiles customer service. And when I asked about about filing a complaint myself because I don't trust the call notes at this point, the only option I was given is filing a complaint with a t-mobile representative or mailing a letter to customer relations. This process has been so frustrating and is still on going. Being with T-mobile since 2005 means that I'm a loyal and viable customer, but this situation has made a bad situation WORSE and has me convinced its time to look at other providers. How can I file a complaint and having the recordings of my calls to t-mobile customer service reviewed?

      All replies

      • tmo_chris

        Re: How do I file a complaint?

        Hey magenta3450043,

         

        Welcome to the support community! It is a bummer that your first post here was about an unpleasant experience you had Your 12+ years of loyalty is greatly appreciated and I am sure that you know that this is definitely not the type of experience we want to put our customers through. It would be absolutely heart breaking if we lost you!

         

        Here on the support community, the primary interactions are going to be user to user but if you are able to give me a bit more detail as to what specifically is going on, I would be more than happy to see what I can do to help!

          • magenta3450043

            Re: How do I file a complaint?

            I spoke to someone via facebook messager last night. I'm going to be honest, I'm not happy with how everything is being handled.  It basically sounds like an apology for the mix up and "we already give you the restoration fee" is all that's going to come from all of this.

            There was already a payment arrangement set up on the account after a suspension. The bill last portion of the bill was due on December 1st, which included a $100 restoration fee. Usually the bill is paid by myself and another person from our respective accounts. The person who set up the payment arrangement unfortunately had an emergency and could not pay on December 1st. So, I called on November 30th to see if there was anyway possible for the payment date could be pushed back to allow sometime for emergency to be resolved and pay the bill. The representative explained she would do a special extension so the payment could be taken on December 5th and there would be no interruption in service. The representative Pak if the payment was process on the account for December 1st, would there be funds in the account to cover the bill? I told her no and she explained that once the payment was rejected, it will allow for us to pay the bill on December 5th. I asked about overdraft fees that may occur if the payment were to be processed on the 1st and she explained that the overdraft fee could get refunded once the payment was rejected. I also asked about the $100 restoration fee and if there was any way for that fee to be waived. She said since I hadn't had a suspension in 2017 that she'd be able to do a one-time courtesy and waive the $100 late fee. She informed me that she would be off on the 5th of December so once the payment was processed and rejected on the account on the 1st she would be able to adjust the amount due and would give me a courtesy call on the 3rd to tell me the new amount. I did not receive a call on the 3rd. As I mentioned, there are two people who pay the bill for this account with their respective accounts so there are two different payment accounts stored on file. The original payment arrangement was set for one account. On December 4th when I checked and the payment was taken out of the account that was not used for the original payment arrangement. That account should have not been used for the payment as it was not the account the original payment arrangement was set on. That caused a major issue for me because in that account, the only money available was for my rent. I called customer service and ask to be transferred to a customer loyalty specialist. Once transfer it to a customer loyalty specialist, I explained the situation and asked what could be done to have the money put back into my account. The representative told me the only possible option was a refund and that a refund will take 3 to 5 days. 3 to 5 days is well past the due date of my rent. The representative also mentioned that there was no notation of waived restoration fees and because the account was delinquent I was more than likely not eligible for a refund or to have anything else done to the account. She then transferred me over 2 another representative where I had to explain the situation all over again. I was so upset and crying because having a place to live is definitely more important than having cellular service I asked the representative if I could call her back. She was very kind and said that she would call me back and she did. During that phone conversation, I again explained the situation and my frustration and asked what could be done to resolve this issue. She told me the only option that I had at this time was a refund which would take 3 to 5 business days. However, once the refund was processed that my account would then be delinquent with T-Mobile. I explained to the representative that getting a refund well over the due date of my rent would make the situation worse because not only would I not have the funds to pay my rent on time but I would also still owe T-Mobile. I told her that I did not want a refund. She told me she completely understand and ask if there was anything else that she could help me with. I told her sure help me find a place to live once I get kicked out of my apartment for not paying rent. That was said out of frustration and I know that she couldn't help me with that but she just told me I apologize and I hope you have a good day and that was the end of the conversation. Because there was so much discrepancy prior to that last call I called back later on that day to confirm that a refund was not processed and to see about the $100 restoration fee still being waived. This representative explained that there was no notation of the restoration fee being waived and that he saw in the call notes that a refund was offered but that I declined. I told her I was going to death that I wanted to confirm again that I did not want a refund, that I wanted the restoration fee waiver to be honored and that I wanted to file a complaint. The representative acts that I did not hold it against him as he did not make the error, the first representative did. He told me that he would honor the restoration fee waiver and that it would be reflected on my next bill.

            Ashley

            He also stated that he would submit a complaint request on my behalf and that ended the call. I also received a text message saying that he apologizes for the mix-up and that he submitted a complaint request. Today I received a text message from T-Mobile stating that a refund was processed and another text message shortly after saying that my account was delinquent. Of course, I called T-Mobile because I specifically called to confirm that I did not want a refund process two nights before and I refund was still process. I explained once again, the entire situation to drivers and it is and asked the representative about the notes on file. She read the notes and they did not reflect accurately what was discussed during the conversations with the representative representatives prior. I asked if the recordings of the conversations could be pulled to corroborate what I was told would we done versus what was actually done. I was basically told that the recordings cannot be pulled at this time. I again asked to file a complaint and ask where could I file a complaint on my own. The only options I was given was to file a complaint with a T-Mobile representative or to mail a letter to T-Mobile's customer relations department. I saw that T-Mobile's refund hit the account and so I asked if I could just go ahead and pay back the refund I received so that way the account is no longer delinquent. The representative try to process the payment however it would not let her because a refund happened within a 24-hour period. I was then told my only option was to pay in cash at a T-Mobile store. I also mention to the representative that in the process of trying to get this billing cycle resolved a new bill has already been published. She informed me that she would send the account to collections to have it held until December 19th to allow me some time to get to a T-Mobile location and pay in cash. Now I have to take time off of work to go to the bank to pull a refund that I requested specifically not to get to go to a T-Mobile in person and pay in cash. This situation has caused bigger situations because like I mentioned before I was under the impression that I wasn't getting a refund so I had to come up with a way to get a payment arrangement for my rent which caused a $140 interest fee. So now not only is my T-Mobile account delinquent because I received a refund I specifically asked not to get but I still have the $140 interest fee for my rent because TMobile took the payment out of the wrong account while going back and forth with me about a restoration fee that was initially given to me on the first call I've had with the representative on November 30th. I asked for the recordings of the cause because nothing made sense. Why would I call and ask for a payment extension and a refund of overdraft fees if the payment was going to go through? Why would I say I received a waiver for restoration fees and that was not told to me? Why would I call to confirm that I did not want a refund if I wanted a refund? Again, this has been a really bad experience. And after the situation is resolved I'm convinced that is best for me to find a different provider.1

            Ashley

            I've been with T-Mobile for a long time and that is not my first option but I can't say that this is the first time I've had miscommunication with Representatives. This has been the worst experience I've had but not the first.

             

            I am sorry to hear that we've supplied anything but a Grade A experience Ashley, that's not at all what we want for a long time customer! I am reading through everything you've told us so far so you don't have to repeat anything, one moment please and thank you! I'll put my expertise to work for you here, you can count on me,  *KyleVesely

             

            Ashley you have gone through more in the last week than I would want someone to have to go through in their entire lifetime with their carrier. I am sorry that you not only got so much conflicting information from us but also that we couldn't seem to get a good resolution in our hands for you. I would be as skeptical as you if I had gone through this, so your feelings are warranted to say the least! From here I want to do all I can to make things right for you here. *KyleVesely

             

            I can confirm the hold on your account through the 20th of this month, so you absolutely have time there, I can also ensure this feedback regarding the interactions you've had gets to the right teams so that this doesn't happen again. I know you mentioned that you had been charged an interest fee for having to float your rent check, were you seeking compensation for that Ashley? I may not be able to do the $140 but I might be able to help with some of it! *KyleVesely

            Ashley

            Yes, in addition to getting this situation with Tmobile resolved, i was seeking compensation for the interest occurred from having to make arrangements for my rent.

             

            Understandable Ashley, I would want resolution first and foremost too! Let's work together on getting a resolution in place first, you can count on me for help.  I want to make sure I am working towards your ideal resolution Ashley, since the refund has been processed and the credit for the restore fees has been applied, can you tell me what I can do additionally for you tonight? *KyleVesely

            Ashley

            I requested not to have a refund. Now the account is delinquent and I cannot make the payment online or through a representative is there any way to resolve this?Is my complaint and the call recordings still going to be reviewed?

             

            I can absolutely pass the request to have the calls reviewed to the right support teams Ashley, I don't have a turn around time on how long that could take or if it is even an option at this point though, so I wouldn't want to give you any false hopes there. Additionally, and sorry in advance for being blunt, while I know the having the calls reviewed would give you peace of mind, it won't change anything that's happened. I will absolutely make sure the account is reviewed and appropriate feedback is given wherever possible though. *KyleVesely

             

            As for the balance, the block on payments should be lifted at this point, so we should be able to take a payment immediately if you would like to. I know we want to keep your account from entering a suspend again, even if we aren't able to take a payment we have a hold on your account through the 20th to give more time all the same! *KyleVesely

              • tmo_chris

                Re: How do I file a complaint?

                Thanks for taking the time to write all of that out! First of all, wow, you have definitely been through a lot and I cannot apologize enough for any inconvenience this has caused you. From the sounds of it, you were able to speak with our T-Force team on Facebook and they are definitely the ones I would have recommended that you speak with about a complex situation such as is. Just to confirm, did you receive the credit for the restore fees and get the payment refunded when it was taken from the wrong card?

            • tmo_chris

              Re: How do I file a complaint?

              Thanks for clarifying! I know you mentioned that the T-Force team let you know that the payment block was lifted. Are you still unable to pay by phone or online?