I am a loyal customer and rarely go out of my way to rant but I am realizing that I'm not the only one upset. I can't believe there is no way to email customer service directly and the only option is a live chat or call (NON- US BASED CUSTOMER SERVICE). Yes, that is convenient in some ways but not for everyone ALL the time. You do realize that since the website and app are soo terribly designed... most people end up HERE like I just did--- reading allll about how mad everyone else is. This makes it 100x's worse for someone who is just a little pissed off. Now I have to waste an hour of my day explaining again and I'm sure nothing will come out of it anyway. It would be great if T-Mobile took customer complaints and/or suggestions and took action with them. I would not be taking the time to write this if these things weren't a major problem.
My first issue is about the Family Where feature. Is there going to be an iOs version created in the near future so iPhone users can use the app because the fact that it only works with an android and isn't accurate on an iPhone is not good. I'm hoping there is something in the works with the developers at Apple because there is no reason this can't be done asap. On the T-Mobile app we have to take an extra step to turn off our WiFi to log in on a phone? Why? No other app requires this... and then when you click on a link to find something it just switches back and forth from the app to a browser window making me log in back and forth, back and forth until you're frustrated and finally on your desktop typing to the community. It's is ridiculous and wastes time. I see a lot of people are asking where to find things which confirms that it's not only me and both the website and app are not user friendly unless you want to pay a bill. You can't find anything without typing it into the search engine which is where you find everyone else complaining. (The entire website and app need to be re-vamped to flow smoothly to make a less irritating user experience).
Now today, after trying to set a time limit feature for my teenager, I was again irritated to find out we have to CHOOSE FROM GENERIC TIME FRAMES? This is completely pointless and probably only applies perfectly to 15% of the population. Some people have different dinner times, go to bed at different times and I would like to be able to set a custom time frame NOT from 11pm-6am. Honestly, with the other carriers there is wayyyy more control over things and we aren't forced to pick from what someone guesses is the majority. I would like a custom time from 12:30am to 6:30am and I guess it's just not possible which makes the feature not worth paying for. Working in web development myself, I know there's an extension for the back-end of the website that can accommodate this and the IT dept could change this easily. Again, I hate to keep saying this but the entire platform needs to be revised.
This is all very disappointing but my MAIN frustration started when I was lied to/scammed on the day I signed up. The sales guy/owner told my daughter and I to pick out $300 EACH of accessories for FREE. That's $600 Totally free. Can you imagine how in shock and excited I was? It was like Christmas and I asked several times are you sure, it's included, completely free, 100% included?? Yes Yesss he assured me that it was a promotion and we got lucky coming in that day. Come to find out they are ALL installments on my bill! I am paying $30 for a screen protector MONTHLY that I would've gotten for $5 somewhere and then unnecessary things I would've never just bought like an expensive wireless charging dock and an expensive Bluetooth speaker on top of cases, headphones, etc. We were like wow T-Mobile is awesome! I just hope this is not a normal practice within your company where the franchise owners are trained to scam customers because who cares, they won't know until the bill comes and the store already has their commissions. I can't afford to have someone straight up lie to my face --now paying an extra $150 on top of the phone plan. The reason I switched carriers in the first place was because my bill was as high as my car payment at AT&T and that was with 4 lines! Now I have a bigger problem with only 2 lines at almost $300... It should be around $155, including the new iPhone installments I agreed on, NOT ACCESSORY INSTALLMENTS I DIDN'T KNOW ABOUT! Who does that? I told him I wanted my bill as low as possible so why would he intentionally do that? Only to benefit himself, that's it and it's not something I fell for like an idiot because I didn't ask enough questions, I WAS LIED TO. When I called to explain this a few times, customer service just blew it off. I really don't want to hear I'm sorry, there's nothing we can do 20 more times or well did you try taking the accessories back? SERIOUSLY? I refuse to keep going back to the store to find the guy that did this and start a full-blown argument because he will just tell me that he DID tell me and I just don't remember. I know how this works and this is now a company issue, NOT the franchise. If this were me in an owner/management position, especially a huge company like T-Mobile, I would have taken the charges off of the customer’s bill and the company would eat it OR the person who lied would be paying those installments out of their pay check... Only THEN it would've been my lucky day.
After being scammed by someone who seemed to be a trusted store owner, paying for features that are mediocre at best, I am technically still a NEW customer and there is no reason this can't be taken care of. If you could be so kind to forward this to a higher up that can actually do something that would be great. If there was another way, I would not be telling the entire T-Mobile community what happened. No email address = Everyone knows. Please let me know what you can do and if a manager in the U.S. can contact me, even better. Thank you